Kristy Dormand
Bradford,United Kingdom
Summary
Hard-working Business Manager having worked in the NHS for twenty-one years in in a face paced Business and Service Support roles within Service Delivery, Operational and Programme Management
Delivering a wide range of Customer facing services and Stakeholder support to internal and external customers and stakeholders within and outside of the NHS.
Detail driven individual experienced with strong organisation skills to deliver objectives in timely manner in administrative procedures.
Overview
21
21
years of professional experience
2
2
years of post-secondary education
Work history
Business manager
NHS England
2024.01 - Current
- Supporting governance arrangements though a secretariat service and accurate transcription of meeting minutes for the Data Alliance Partnership Board, Data Design Authority, Data architecture review panel.
- Working closely with the administration team to ensure decision and outcomes of each board meetings are monitored and disseminated appropriately within a timely manner.
- Brought about improved stakeholder engagement through regularly updating communications channels, including providing and maintaining Teams channel for organisational wide use.
- Streamlined business operations to improve efficiency, by developing and continuing to maintain a matrix of meetings to ensure maintenance of task and action schedules.
- Actively monitor the assistant director's dairy and ensuring appointments are prioritised and managed appropriately.
- A vast amount of experience of working with a range of stakeholders proactively engaging and managing including, internal NHS team Analysts, Lead developers, Senior managers, Assistant Directors and Directors and External Organisation stakeholders.
- Driving process improvements by reviewing current business support systems and making necessary adjustments.
- Responding proactively to changing demands to provide flexible, reactive business support.
- Implementing Jira Task boards to track and manage work progress, outputs and actions to monitor risk and issues.
- Designed and maintained a Data Collections matrix to support business operations. This matrix covers 280 current & retired data collections across NHS England; this matrix assists assurance and testing teams to prioritise workloads and key priorities.
- Coordination and maintenance of shared mailboxes, assigning and providing resolution to governance and assurance queries, and prioritising team workload.
Business manager
NHS England
2023.06 - 2024.01
- Line management of 2 members of the Core team, daily liaison, workload management and managing any employee relations issues.
- Management of team mailbox, assigning and distributing tasks to team members and escalating queries where necessary.
- Collating work package information including resource allocations, costing models, milestones, statement of work and contract timelines.
- Liaising with stakeholders including suppliers,, commercials, external contractors and internal NHS Team.
- Business Case production and contract monitoring for all cases over 10k
- Raising Purchase Order requests, monitoring over/ under spends
- Monitoring of contractor timesheets
- Liaising with supplier regarding payment of invoices or any invoice anomalies
- Providing monthly Accruals to Finance business partner, split by Statement of work, monthly Resource spends, VAT costs and start/ end dates.
- Completing Security checks for staff within the organisation and external contractors.
Business manager
NHS England
Leeds
2022.01 - 2023.06
- Lead and coordinate business support function for Workforce, Adult Social Care, Secondary Care, Primary Care and Estates Team (WASPE)
- Line managing 4 members of staff, undertaking Performance Development Reviews and managing any employee relations issues relating to voluntary redundancy scheme.
- Developing and implementing content management system to ensure information is stored correctly.
- To manage incoming mail and outgoing correspondence, ensuring appropriate distribution and follow up action as required.
- Streamlined business operations to improve efficiency, by developing and continuing to review current business support systems and making necessary adjustments. Including introduction of WIKI page.
- Implementation of Business Support feedback form, for continued business service.
- Manage regular cycle of reporting to senior management team
- Management of risk and issues tracking mechanism
- Work alongside Head of WASPE tribe to ensure appropriate financial reports are available for decision making
- To lead provision of support to team finance process: Ensuring all POs, Invoices and Receipting activity expenditure is completed and transferred on to new Finance portal as of 1st April including crosschecking of staff time and enabling swift corrective action to be undertaken where necessary.
- Maintaining Directorate Unified Register and obtaining access to significant number of records.
Business & Operational Delivery Management Officer
NHS Digital
Leeds
2016.02 - 2021.12
- Delivering Data Access Request Application process for NHS Commissioning Services, including providing specialist advice on legal basis for commissioning activity and data flows
- Production and Quality Checking of Data Sharing Agreements, supporting production of Key Performance Indicators and highlighting any inconsistencies
- Presenting applications to Information Governance Pre group meetings
- Ensuring all caveats to application approvals have been met, completing any amendments or updates to applications, monitoring of signatory process and maintaining renewal applications
- Leading and Assisting with Online Migration of historical Data Access Request Applications, involving quality checking all applications which have been migrated for data quality purposes highlighting any issues with migration team, liaising with Stakeholders regarding amended and renewal online applications, setting up users for access to online Application system
- Lead on maintaining and production of data release register for commissioning data flows
- Assist in development of assurance process for Fair Processing Notices
- Coordination and maintenance of shared mailbox, assigning and providing resolution to Commissioning queries, prioritising team workload
- Editing and authorising Weekly Business Newsletter
- Design and production of Escalation Procedure and Compliancy Reporting process for Accessing Commissioning Data Flows
- Operating and managing National Secondment Database, reporting on Key Stats, updating of training information and data flow access approval sign off
- Mentoring new members of staff and guiding team member on new processes and working arrangements and manager of Business Administration Officers
Service Support Officer
NHS Digital
Leeds
2014.02 - 2016.02
- Managing day to day operations and service support for Users of Secondary Uses Service.
- Preparing and delivering user communications, including drafting of content, proof reading, approving content and uploading of relevant information to Secondary Uses Service website via organisational Internet content management tool (iCM).
- Management of correspondence in relation to user queries and complaints involving escalating to an appropriate person where necessary, working alongside internal help desk to sustain user assurance and to encourage momentum.
- Providing effective direction and advice to end users and colleagues. Delivering timely and accurate information and giving clear explanations where nature of information is potentially complex.
- Ensuring agreed SLA targets are adhered to. Providing training to team members in service management processes, including end-to-end process for handling queries within service help desk function.
- Working as part of a team and on own using initiative, providing peer support and guidance to others outside of direct working area. Identifying or assessing Problems or Incidents within live service whilst liaising with technical operations team to agree route cause analysis and resolution fix time.
- Providing support to internal Help desk for maintenance of user contact database and service user knowledge base, reporting progress back to live service team.
- Production of weekly, monthly and ad-hoc user audit reports, analyses and deriving key information to present to senior management and stakeholders for information governance purposes.
- Sole Management of Data Deletion services includes giving advice and guidance to users on best practice processes, approving and raising data deletions on live service working closely with technical operational team Engaging with stakeholders (NHS England, Providers and Commissioners, DH and Health and Social Care Information Centre) to influence decisions based on changes to services which may affect users of the service.
- Attending Communication meetings as Service team liaison and representing user needs.
- Attending weekly Service review meetings as Service team liaison and to represent service users Supporting service management team in developing a service model for future systems.
- Facilitate and manage Stakeholder User Group, acting as first point of contact for users, maintaining user repository, this includes coordination of all meeting documentation and acting asliaison for stakeholder/ user engagement.
- Owner and creator of stakeholder engagement repository, providing continuous maintenance and upkeep of all stakeholder contact information including site information and interactions
- Maintenance of Live Service risk and Issues on the Organisational tracking database liaising with risk owners, escalating actions where appropriate.
- Management and coordination of travel arrangements, hardware and software ordering, and raising finance requisitions and creating purchase orders for service and operational team.
- Maintenance of Business Continuity plans for Service team whilst also liaising and aligning team plan with other critical service areas Service Management, IT and Technical Operations.
- Continuous review and management of business processes
Senior Business Support Officer
NHS Digital
Leeds
2009.06 - 2014.02
- Management of team mailboxes, including Programme managers mailbox acting as first point of call and liaison for urgent queries.
- Prepares and delivers user communications, this includes drafting of content and uploading of relevant information to the Secondary Users Service website.
- Management of correspondence in relation to user queries and complaints, this involves escalating to the appropriate person where necessary, working alongside supplier help desks and internal help desk to sustain user assurance and to encourage momentum.
- Providing effective direction and advice to end users and colleagues. Delivering timely and accurate information and giving clear explanations where the nature of information is potentially complex. Ensuring agreed SLA targets are adhered to.
- Providing training to team members in service management processes, including end-to-end process for handling queries within service help desk function.
- Working as part of a team, providing peer support and guidance to others outside my direct working area.
- Providing support to internal help desk for maintenance of user contact database and service user knowledge base, reporting progress back to service team.
- Owner and administrator of Six SharePoint user and team repositories.
- Production of monthly and weekly Highlight reports, analyses and deriving key information to present to senior management and stakeholders for the following meetings and groups (SUS Board report, SUS User Group, NTS Programme Board)
- Engaging with stakeholders (supplier and internal teams) to influence decisions based on changes to services which may affect users of the service.
- Organising meetings, conferences and events on behalf of Senior Service Team, providing facilities support where needed.
Information Coordinator
Bradford District Care Trust
Bradford
2008.09 - 2009.06
- Providing a comprehensive organisation and co-ordinated service to management team to support Informatics Service Delivery.
- Responsible for organisation and management of diaries and routine email management for Head of Informatics. Ensuring papers and documents are available when required; often at short notice.
- Provide secretarial support to management team and supervisory support of Service Delivery Team.
- Co-ordinating documents required for submission to the Board of Directors.
- Plan, co-ordinate and facilitate meetings including registration of attendees, preparation of documents.
- Dealing with queries, correspondence and telephone calls on behalf of Head of Informatics.
- Introduction and training support for all new members of Service Delivery team.
- Recruitment & Selection support, involving selection, interviewing, short listing and induction coordination.
- Providing cover for Contact Centre Support team, Telecommunications team and Estates and Facilities Project Office.
Information Administrator
Bradford District Care Trust
Bradford
2005.02 - 2008.09
- Coordination and administration of service delivery function within Estates & Facilities Directorate. Responsibilities included:
- Setting up and improving new and existing systems to create one central admin function.
- Collating, analysing and inputting vast amounts of information in relation to sickness, finance, annual leave and salary details.
- Updating of departmental personnel information including training, contact details, mileage and staff lists.
- Responsible for creating and issuing Registration Authority Users smart cards for National Spine Application, NHS patient information directory.
- Introduction of department/trust structures and processes to all new team members, including completing their new starter packs, ensuring all documents are signed off for efficiency.
- Providing cover for Contact Centre Support team, Telecommunications team and Estates and Facilities Project Officer.
Education
Bachelor of Arts - Business Studies
Bradford College
Bradford 2012.01 - 2013.01
Higher National Certificate - Business Studies
Bradford College
Bradford 2005.09 - 2007.01
Skills
- Employee training
- Change implementation
- Business process reengineering
- Initiative taking
- Time efficiency
- Resilience under pressure
- Customer Service
- Resourcefulness
- Operational support
Timeline
Business manager
NHS England
2024.01 - Current
Business manager
NHS England
2023.06 - 2024.01
Business manager
NHS England
2022.01 - 2023.06
Business & Operational Delivery Management Officer
NHS Digital
2016.02 - 2021.12
Service Support Officer
NHS Digital
2014.02 - 2016.02
Bachelor of Arts - Business Studies
Bradford College
2012.01 - 2013.01
Senior Business Support Officer
NHS Digital
2009.06 - 2014.02
Information Coordinator
Bradford District Care Trust
2008.09 - 2009.06
Higher National Certificate - Business Studies
Bradford College
2005.09 - 2007.01
Information Administrator
Bradford District Care Trust
2005.02 - 2008.09