James Tokley
Bristol
Summary
Motivational senior leader skilled in creating and developing motivated, high-performing teams to achieve organisational success. Transformed underperforming departments into high-functioning units, delivering significant improvements in operational efficiency and customer experience.
Expertise in strategic and operational leadership, financial management, streamlining operations and driving change. Proven track-record in assessing operational needs and developing solutions to save costs, improve revenues and drive customer satisfaction and profitability.
Skilled in customer and stakeholder management, team leadership, and collaborative cross-functional work. Committed to leveraging these competencies to achieve organisational excellence and continuous improvement.
Overview
18
18
years of professional experience
29
29
years of post-secondary education
Work history
Operations Director
Lifetime Training
Bristol, Bristol
04.2023 - 03.2025
- Successfully managed £10M business, delivering sustained profitability and growth
- Led large-scale, hybrid team of 60+ staff within a target-driven environment
- Developed and executed strategies to drive operational excellence, high-quality learner experiences in line with Ofsted and company standards
- Oversaw financial management, identified new revenue streams, strengthened stakeholder relationships to enhance profitability and service quality
- Created and maintained high-performing culture, through collaboration with cross-functional teams, effectively influencing at all levels
- Restructured Management & Professional Services sector, optimising operations and significantly improving programme achievement rates
- Merged acquired IT & Digital training provider to ensure expected business plans were delivered and identified synergies realised.
- Played key role in securing Grade 2 Ofsted rating, ensuring full compliance with industry regulations and standards
Partnership Manager – Hospitality
Lifetime Training
02.2020 - 04.2023
- Managed and led operations and accounts teams to achieve targeted KPIs through effective coaching and robust performance management
- Delivered agreed client strategy to drive profitable growth ensuring the smooth operation of the client’s provision
- Built and maintained key relationships with the client, implemented strategic account plans to meet client objectives
- Project Lead for business-wide transformation of operational delivery
- Delivered year-on-year achievement rate improvement
- Delivered strategic direction of the account achieving post Covid recovery and growth, becoming largest provision in the business
- Highest ever quarterly starts for a single account (Q1 of FY22)
- Highest team engagement score business-wide in 2 consecutive people engagement survey’s
Operations Manager
Lifetime Training
11.2017 - 02.2020
- Delivered sector strategy to drive profitable growth
- Delivery of sector operating plans, leading and developing team of Area Managers to meet objectives and advance a culture of operational excellence
- Strengthened relationships with existing customers, ensuring the Lifetime brand is recognised for its quality of service
- Improved qualification achievement rates of region by 5%
- Enhanced staff recruitment and retention strategies, resulting in 10% reduction in turnover
- Over-achieved regional starts budget for two consecutive years
- Recognised as high potential talent for 3 consecutive performance reviews (2018-2020)
- Implemented role of exam invigilator to region, leading to 50% reduction in learners with functional skills outstanding
Area Manager
Lifetime Training
10.2014 - 10.2017
- Managed remote team of regional trainers, achieving all business metrics and KPI’s across the South West and Hampshire regions
- Accountable for driving team performance, delivering results via performance management, coaching and motivation of team
- Built, developed and managed relationships with National & Regional clients
- Responsible for forecasting and reporting to Head of Sector
- Implemented robust staff training programme contributing to 20% improvement in service delivery metrics
- Conducted comprehensive induction programs for new hires and managed the recruitment, supervision, and appraisal of employees
Regional Trainer
Lifetime Training
08.2011 - 10.2014
- Managed and maintained caseload of 55+ learners, excellent KPI management and learner satisfaction score of 90%+
- Top performer with 90%+ achievement rates across all programmes
- Responsible for business development, coaching, mentoring, training and assessment of learners
- Exemplary compliance record throughout 3 years in role
Duty Officer
Centre for Sport, University of the West of England
12.2006 - 07.2011
- Managing sales and retention, alongside financial duties including direct debits, cash management, banking, and financial reporting
- Event management and promotion of the centre through marketing initiatives
- Leading staff recruitment, retention, training, performance and wellbeing
- Health & Safety lead for the Centre
- Orchestrated centre-wide Health & Safety training program, resulting in zero workplace incidents for fiscal year
Education
BSc (Hons) - Science in Health, Exercise & Sport
University of Wales Institute, Cardiff
Cardiff 09.2002 - 06.2005
A Levels -
St Mary Redcliffe School
Bristol 09.1999 - 06.2021
GCSEs -
St Mary Redcliffe School
Bristol 09.1994 - 07.1999
Skills
- Strategic & Operational Leadership
- Process Optimisation & Improvement
- Financial & Budget Management
- Change & Transformation Management
- Business Continuity Planning
- Customer & Stakeholder Management
- Team Leadership & Coaching
- Collaborative cross-functional work
References
References available upon request.
Timeline
Operations Director
Lifetime Training
04.2023 - 03.2025
Partnership Manager – Hospitality
Lifetime Training
02.2020 - 04.2023
Operations Manager
Lifetime Training
11.2017 - 02.2020
Area Manager
Lifetime Training
10.2014 - 10.2017
Regional Trainer
Lifetime Training
08.2011 - 10.2014
Duty Officer
Centre for Sport, University of the West of England
12.2006 - 07.2011
BSc (Hons) - Science in Health, Exercise & Sport
University of Wales Institute, Cardiff
09.2002 - 06.2005
A Levels -
St Mary Redcliffe School
09.1999 - 06.2021
GCSEs -
St Mary Redcliffe School
09.1994 - 07.1999
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