Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Jen Connelly

Jen Connelly

Liverpool

Summary

Driven professional with talent for leadership. Demonstrates strong organisational skills and excellent communication abilities, ensuring projects run smoothly and meet stakeholder expectations. Committed to delivering high-impact results and fostering team collaboration.

Overview

22
22
years of professional experience
7
7
years of post-secondary education

Work History

Project Manager

Torus Housing
Liverpool
01.2023 - 01.2025
  • Identified risks, implemented mitigation strategies for secure project outcomes.
  • Secured buy-in from all stakeholders with persuasive presentations of benefits of proposed changes.
  • Ensured effective resource allocation with meticulous project scheduling.
  • Delivered high-quality results whilst adhering to strict deadlines and budget constraints.
  • Facilitated smooth transitions between project stages for seamless progression.
  • Negotiated contract terms for maximised client benefit and profit.
  • Strengthened stakeholder relationships through regular updates and clear communication.
  • Guided the development of project objectives, established clear performance expectations.

Independent Committee Member

Livv Housing Group
Knowsley
10.2024 - 01.2025
  • Collaborate with the Customer Services Committee to enhance the quality of services by reviewing operational performance and customer feedback
  • Represent and elevate the customer voice in decisions impacting safe, well-maintained homes, ensuring alignment with customer needs and perspectives
  • Engage in constructive debate, applying insights and expertise to support positive changes in customer service standards and community well-being

Transformation Project Manager

Livv Housing Group
Knowsley
02.2022 - 01.2023
  • Streamlined processes using lean methodologies, improved operational efficiency significantly.
  • Utilised advanced project management tools for superior tracking and reporting.
  • Ensured effective resource allocation with meticulous project scheduling.
  • Strengthened stakeholder relationships through regular updates and clear communication.
  • Led cross-functional teams to achieve project goals on time.
  • Mentored employees to maximise development potential.

Quality & Improvement Customer Panel Member

Livv Housing Group
Knowsley
08.2021 - 10.2024
  • A customer champion passionate about social housing, responsible for scrutinising services and helping Livv Housing Group to prioritise improvements, reviewing policies, and working practices
  • Responsible for interviewing and challenging service managers and senior executives on service delivery
  • Helping to deliver higher standards of service and ensuring good value for money for customer base

Employee Forum Member

Livv Housing Group
Knowsley
11.2019 - 01.2023
  • Responsible for the dissemination of key workplace changes covering policy, working practices, Key business messages and social activities
  • Accountable for the business rebrand design from First Ark to Livv, agreeing new logo, website design, Livv voice
  • Reviewing all policies and working practices
  • Promoting engagement and collaboration to remove silo working across Livv Housing Group

Business Analyst

Livv Housing Group
Knowsley
06.2020 - 02.2022
  • Managed multiple stakeholders, ensuring clear communication throughout projects' lifespan.
  • Streamlined business operations by analysing and implementing process improvements.
  • Produced detailed reports to aid in key decision-making processes.
  • Drafted procedure manuals, work definitions and standard operating procedures by job title or work area.
  • Interviewed staff to obtain personal observations and insights into existing procedural strengths and weaknesses.
  • Helped organisations improve customer satisfaction and achieve measurable results.

Income Collection Service Area Manager

First Ark Housing
Knowsley
11.2019 - 06.2020
  • Promoted a positive work environment which increased employee retention rate.
  • Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
  • Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
  • Established strong relationships with key stakeholders to enhance business growth.
  • Trained members of the team for improved overall productivity.
  • Facilitated cross-functional collaborations, fostering teamwork and innovation within the department.
  • Coordinated training sessions, boosting staff's professional development.

Income Collection Team Leader

First Ark Housing
Knowsley
06.2016 - 11.2019
  • Led successful resident meetings, fostering open communication and transparency.
  • Fostered strong relationships with local agencies for collaborative community initiatives.
  • Improved team efficiency by implementing new workflow procedures.
  • Managed rent collections, minimising arrears and evictions.
  • Outlined recommendations in detailed reports founded on data-driven insights.
  • Drafted new policy documentation and briefing papers.
  • Implemented training programmes to enhance team performance.
  • Displayed energy and enthusiasm in fast-paced environment.

Housing Advisor - Income

Knowsley Housing Trust
Knowsley
05.2003 - 06.2016
  • Implemented and executed rent debt recovery strategies in accordance with housing policy, prioritising the sustainability of customer tenancies
  • Used a data-led approach, leveraging various tools and resources, to drive rent debt reduction and achieve key performance indicators (KPIs), targets, and objectives

Education

APM - Project Management

Oxford College of Management
Liverpool
12.2024 - 12.2024

ILM Management Development - Leadership & Management

The Learning Foundry
Liverpool
01.2023 - 01.2024

Level 3 PTTLS - Adult Learning & Training

Three-Dimensional Training LTD
Liverpool
09.2016 - 01.2017

HNC - Housing & Neighbourhood Management

John Moore's University
Liverpool
09.2005 - 07.2007

HND - Design Technology

College of Commerce
Glasgow, Glasgow City
09.1998 - 07.2000

BTEC - Art & Design

Clarence Street College
Liverpool
09.1996 - 07.1998

GCSEs -

Childwall Comprehensive School
Liverpool
07.1996 - 07.1996

Skills

  • Leadership and Team Management
  • Strategic Thinking and Decision-Making
  • Project Planning and Scheduling
  • Communication and Interpersonal Skills
  • Risk Management and Problem-Solving
  • Technical Proficiency
  • Financial Acumen
  • Stakeholder Management
  • Change Management
  • Emotional Intelligence
  • Industry-Specific Knowledge
  • Certification and Methodological Expertise

Accomplishments

  • As a consultant at Orchard Housing, I played an integral role in the design and development of their acclaimed Income Analytics software, significantly improving operational insights.
  • Certified as a specialized trainer in adult learning and development, enabling me to deliver high-impact training programs that drive professional growth.
  • Leveraging a strong background in design to craft engaging, visually compelling presentations and comprehensive document suites.
  • Successfully completed the ILM Level 3 in Management Development, demonstrating expertise in leadership strategies and team empowerment.
  • Achieved the APM Project Management Qualification, reflecting advanced proficiency in project delivery and stakeholder alignment.
  • Adaptable and forward-thinking, adept in managing organizational change using proven methodologies and tools to ensure seamless transitions.
  • Proven ability to inspire and lead high-performing teams, fostering productive relationships and strategic partnerships.
  • Experienced in implementing comprehensive and results-oriented continuous improvement initiatives that drive measurable success.
  • Exceptional verbal and written communication skills, with a proven track record of leading engaging meetings and delivering effective solutions.
  • Highly motivated and resilient, with the ability to influence and inspire teams to excel in challenging and dynamic environments.

Timeline

APM - Project Management

Oxford College of Management
12.2024 - 12.2024

Independent Committee Member

Livv Housing Group
10.2024 - 01.2025

ILM Management Development - Leadership & Management

The Learning Foundry
01.2023 - 01.2024

Project Manager

Torus Housing
01.2023 - 01.2025

Transformation Project Manager

Livv Housing Group
02.2022 - 01.2023

Quality & Improvement Customer Panel Member

Livv Housing Group
08.2021 - 10.2024

Business Analyst

Livv Housing Group
06.2020 - 02.2022

Employee Forum Member

Livv Housing Group
11.2019 - 01.2023

Income Collection Service Area Manager

First Ark Housing
11.2019 - 06.2020

Level 3 PTTLS - Adult Learning & Training

Three-Dimensional Training LTD
09.2016 - 01.2017

Income Collection Team Leader

First Ark Housing
06.2016 - 11.2019

HNC - Housing & Neighbourhood Management

John Moore's University
09.2005 - 07.2007

Housing Advisor - Income

Knowsley Housing Trust
05.2003 - 06.2016

HND - Design Technology

College of Commerce
09.1998 - 07.2000

BTEC - Art & Design

Clarence Street College
09.1996 - 07.1998

GCSEs -

Childwall Comprehensive School
07.1996 - 07.1996
Jen Connelly