Joel Smith
London,Greater London
Summary
Operations professional experienced in guiding teams within dynamic, fast-paced settings. Proficient in managing daily workflows, budgets, and ensuring compliance with regulations. Proven ability to set clear objectives, drive performance, and deliver results. Strong background in workforce planning, conflict resolution, and process improvement. Adaptable and collaborative leader committed to efficient service delivery and achieving public sector goals.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work history
Head of Operations
AIM London
London
06.2024 - Current
- Led cross-functional teams of 18+ across customer relations, recruitment, compliance, and administration to drive operational efficiency and meet client targets.
- Designing and delivering face to face learning and training programmes using varied training techniques for a wide range of learning styles.
- Analysing skill gaps and implementing tailored learning solutions for individuals, connecting staff with the relevant resources and facilities to succeed.
- Managing compliance, ensuring that staff act in accordance with regulations and standards, especially when dealing with vulnerable customers, such as elderly, disabled, or financially vulnerable individuals.
- Delivering meetings to communicate targets and KPIs to large teams, ensuring cross-departmental understanding.
Assistant Manager
AIM London
London
02.2023 - 06.2024
- Supported the Director with daily operations, scheduling, and task prioritisation to ensure smooth service delivery, delegating across a team of 14, ensuring efficient workflow and clear accountability.
- Delivered training and coaching aligned with client requirements and regulatory standards.
- Assessed team performance, provided feedback, and offered targeted support to improve outcomes.
- Contributed to improving internal processes, managing time and budgets efficiently.
- Conduct regular one to one meetings to evaluate individual performance, identifying key areas of improvement and ensuring staff are connected with the right resources and facilities to succeed
Shift Manager
JD Wetherspoons
Aberdare, Rhondda Cynon Taf
09.2021 - 01.2023
- Led large front-of-house, kitchen, and bar teams in a high-volume, fast-paced hospitality environment.
- Ensured consistent delivery of high service standards, supporting team members and addressing issues in real time.
- Attended regular meetings with regional managers to review performance, agree on targets, and track team progress.
- Additional responsibilities included profit and loss reporting, cost control, payroll, and weekly rota allocation.
Education
Bachelor of Arts - Fashion Communication
Arts University Plymouth
Plymouth 09.2018 - 06.2021
Level 3 Technical Diploma - Art and Design
Coleg Y Cymoedd
Nantgarw, Rhondda Cynon Taf 09.2016 - 07.2018
Skills
- Leadership & Team Coordination
- Public Speaking
- Compliance Management
- Verbal Communication and Influencing
- Training & Development
- Conflict Resolution
- Staff Training & Support
- Team Coaching & Mentorship
Timeline
Head of Operations
AIM London
06.2024 - Current
Assistant Manager
AIM London
02.2023 - 06.2024
Shift Manager
JD Wetherspoons
09.2021 - 01.2023
Bachelor of Arts - Fashion Communication
Arts University Plymouth
09.2018 - 06.2021
Level 3 Technical Diploma - Art and Design
Coleg Y Cymoedd
09.2016 - 07.2018
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