Microsoft
JACQULINA COTTER
JACQULINA COTTER
Manchester/London
Summary
Management professional with background leveraging current information and forecasts to build new approaches. History of working at forefront of business operations to lead with proactive mindset and well-coordinated, strategic plans. Articulate communicator with persuasive style and deep understanding of policy and planning data. Strategic planner with managerial background and forward-thinking skills. History of establishing organisational priorities, resource planning, and analysing data. Diligent and methodical with project management experience. Adept in motivating high-performing, compliant HR, payroll and recruitment teams. Aids smooth business operations through successful implementation of key process improvements.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Head of business operations
Helpful Investments
Manchester, Lancashire
07.2024 - Current
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Line manage over 50 member of staff
- Established clear budgets and cost controls strategies to meet objectives.
- Planned revenue generation strategies designed for growth.
- Led and managed administrative staff to maintain smooth daily operations.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Created digital file classification system for company-wide use.
- Organised financial and operational data to help with yearly budgeting and planning.
- Analysed and resolved complex resource management issues for optimised scheduling.
- Developed, reviewed and renewed company policies, ensuring strict legal compliance across all business activities.
- Provided expert HR advice to line managers to tackle obstacles such as conflict resolution, pay disputes and under-performance management.
- Facilitated new hire on-boarding programme by scheduling training initiatives, resolving issues and processing paperwork.
- Devised and implemented successful employee retention strategies, including improved exit interview and onboarding procedures.
- Analysed market data to create competitive compensation and benefits packages.
- Reduced staff turnover through improved performance development programmes.
Head of Care Operations
Grace 247 Care
Manchester, Lancashire
02.2024 - 07.2024
- Forecasted sales trends to plan team resourcing.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Line managed over 200 members of staff
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Conducted intensive safety audits and investigated reported issues, accidents and near-misses.
- Managed teams by overseeing hiring, training and professional growth of employees.
- Oversaw daily operations to achieve high productivity levels.
- Executed communication plans with consistent, transparent and tailored messages for diverse audiences.
- Established and maintained KPIs, providing regular reports and updates to senior management.
- Identified and engaged key stakeholders, fostering relationships and communicating change benefits.
- Identified and mitigated risks proactively, promptly addressing potential issues to minimise disruptions.
- Drove culture of continuous improvement, optimising processes for organisational value.
- Defined project scope, milestones and task allocation to establish and maintain clear progress plans.
- Led collaborative efforts with senior leadership to implement change strategies aligned with business goals.
- Oversaw development and delivery of relevant training programs for successful adoption of changes.
- Monitored and addressed obstacles, adapting strategies for successful change implementation.
Ofsted Registered Service Manager
Shield Support
Bury, Borough of Bury
09.2023 - 02.2024
- Conducted market research to guide organisational strategy and decision-making.
- Supervised and evaluated employee performance, providing construction feedback and identifying staff talent.
- Line managed over 20 members of staff
- Oversaw workforce recruitment and development processes to guarantee service excellence.
- Identified service gaps, developing plans to strengthen or expand offerings.
- Controlled expenses, advising on efficient use of resources to minimise unnecessary costs.
- Identified training needs and opportunities to provide Continued Professional Development (CPD) for staff.
- Actioned feedback from service users, resulting in improved satisfaction levels.
- Forged partnerships with other service providers to boost signposting capabilities and diversify services.
- Directed activities of staff to maximise service availability and play to teams' strengths.
Regional operations manager
Avisant Care and Support services
Cardiff, Cardiff
06.2022 - 09.2023
- Interviewed, hired and trained staff on best bar practices, maintaining highly efficient service teams.
- Developed organisational policies for administrative oversight and internal controls.
- Line Managed over 40 members of staff
- Streamlined processes to improve and optimise office operations.
- Planned revenue generation strategies designed for growth.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Delivered products and services in line with agreed arrangements and contracts.
- Planned staff and resources within business budgets for minimised expenditure.
- Managed contract negotiations between clients, seeking mutually beneficial outcomes.
- Updated databases with current client, contract and service agreements.
- Built productive client networks to maximise sales and marketing possibilities.
- Mentored employees to maximise development potential.
College Admissions Manager (SMT)
Coleg Plas Dwbl (Ruskin Mill)
Pembroke, Pembrokeshire
06.2021 - 01.2023
- Delivered top-quality customer service and support to applicants, colleagues and other stakeholders.
- Followed established admissions processes and procedures, escalating critical issues to management.
- Directly managed 5 members of staff and sat on senior leadership team for the college.
- Responded to enquiries from potential applicants regarding courses, entry requirements, and fees via email and telephone.
- Updated and maintained admissions system and database, enabling real-time data access.
- Issued and tracked student communications, in line with regulatory requirements.
- Established and cultivated professional working relationships using active listening, organisational and task prioritisation skills.
- Led streamlined scholarship auditions and managed from initial meeting to course registration.
- Processed applications from potential students following school policies and procedures.
- Collaborated to develop and implement admissions policies for high-volume intake.
- Consolidated comprehensive management accounts, integrating income statements, cashflow and balance sheets.
- Identified areas for improvement and enhancements in financial processes and reporting mechanisms.
- Forecasted trends and interpreted cash flows to reliably inform business decisions.
- Integrated successful project planning data with other project systems to increase customer satisfaction for completed jobs.
- Developed and maintained relationships with operational management teams at operations sites across UK networks.
- Attended university fairs and recruitment events, representing school mission and values.
Temp COVID Staff and Patient screener
Cardiff spire hospital
09.2020 - 06.2021
- Analysed and produced course-of-action reports, escalating security concerns to management when necessary.
- Enhanced predictability, liaising with sites to adapt, drive and track subject recruitment plan according to project needs.
- Determined project feasibility and recruitment during planning stage.
- Monitored site practices to guarantee compliance with protocols.
- Conducted site monitoring visits to verify constant adherence to Good Clinical Practice (GCP) and International Conference on Harmonization (ICH) guidelines.
- Maintained site documentation, performing Case Report Forms (CRF) reviews, source document verification and query resolutions.
- Oversaw proper storage of research materials, equipment and data.
- Consistently met quality targets by monitoring clinical deliverables and promptly addressing quality issues.
Senior education welfare officer
Cherwell College Oxford
11.2019 - 08.2020
- Assessed and evaluated school services, offering improvement strategies to meet absence reduction targets.
- Ensured thorough child safeguarding and welfare through diligent monitoring and risk assessments.
- Maintained confidential case documentation in line with data protection regulations.
- Coordinated with trained and licensed service providers to facilitate life skills workshops for vulnerable adults.
- Monitored service user progress, escalating concerns for swift resolution.
- Partnered with external support networks to deliver holistic client care.
Boarding house parent
Queen Ethalburgas College
09.2017 - 11.2019
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
- Oversaw logistics and operations to deliver process optimisations and efficiencies.
- Developed plans and strategies to promote continuous improvement.
- Carried out day-to-day duties accurately and efficiently.
- Managed teams by overseeing hiring, training and professional growth of employees.
- Worked flexible hours, covering nights, weekends and bank holidays.
Director of studies
Academia Lingustica (Italy)
Barletta, Italy
11.2013 - 07.2017
- Improved study outcomes, developing and managing maximally effective relationships with research organisations.
- Facilitated accurate performance tracking by formulating clear, measurable goals and objectives of programmes.
- Improved department knowledge, tracking and sharing daily news reports relevant to programme.
- Line managed over 67 staff
- Maintained compliance, verifying study conformance with regulatory guidelines.
- Facilitated conflict resolution between students and staff to maintain order and safety.
- Addressed and resolved incoming inquiries related to academic programs and enrollment.
- Hired, trained and counselled staff regarding school mission, values and policies.
- Issued invoices, managed accounts receivables and monitored school budget development.
- Oversaw facilities and grounds maintenance, balancing budget and schedules against professional expectations and safety.
Academic Manager
Education First (Hong Kong)
Kowloon, Hong Kong
07.2010 - 10.2013
- Helped students with initial adjustment to university academic life and interpreted institutions policies and requirements.
- Directed students in thesis proposal creation, including clear definition of problem statement, precise research questions, proposed methodology and literature review.
- Line Managed 20 members of staff
- Responded promptly to student inquiries, guiding on academic policies, procedures and university resources.
- Assessed data gathering methods for validity and reliability purposes.
- Reviewed and renewed company policies, ensuring strict legal compliance across all business activities.
- Devised and implemented successful employee retention strategies, including improved exit interview and onboarding procedures.
- Reduced staff turnover through improved performance development programmes.
- Used staff survey findings to implement enhanced working conditions and practices.
Education
Executive Master of Business and Administration - Business and Administration
University of Northampton
Northampton, Northamptonshire 02.2022 - 03.2023
Master of Business Administration - Strategic Leadership & Management
London School of Business and Finance
London 01.2021 - 09.2022
Skills
Strategic Business development & Market analysis
undefinedTraining
- Office 365
- Dropbox
- Sage
- Opera
- SIMs
- ISAMs
- MyConcern
- CPOMS
- Google suite
- Data bridge
- MIS
- CRM systems
- Reach
- Evolve
- Bids platforms
- Beekeeper
- When I work
- Zoho
Affiliations
CMI
CIPD
Software
CRM
Agile
Bamboo HR
References
References available upon request.
Timeline
Head of business operations
Helpful Investments
07.2024 - Current
Head of Care Operations
Grace 247 Care
02.2024 - 07.2024
Ofsted Registered Service Manager
Shield Support
09.2023 - 02.2024
Regional operations manager
Avisant Care and Support services
06.2022 - 09.2023
Executive Master of Business and Administration - Business and Administration
University of Northampton
02.2022 - 03.2023
College Admissions Manager (SMT)
Coleg Plas Dwbl (Ruskin Mill)
06.2021 - 01.2023
Master of Business Administration - Strategic Leadership & Management
London School of Business and Finance
01.2021 - 09.2022
Temp COVID Staff and Patient screener
Cardiff spire hospital
09.2020 - 06.2021
Senior education welfare officer
Cherwell College Oxford
11.2019 - 08.2020
Boarding house parent
Queen Ethalburgas College
09.2017 - 11.2019
Director of studies
Academia Lingustica (Italy)
11.2013 - 07.2017
Academic Manager
Education First (Hong Kong)
07.2010 - 10.2013
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