Michelle Brown
Little Thetford,Ely
Summary
Accomplished professional with expertise in project and operations management, currently pursuing PRINCE2 certification. Demonstrates strong capabilities in strategic planning, change leadership, and performance management, with a proven track record in KPI monitoring and budget management. Skilled in stakeholder engagement, partnership building, and staff mentoring to foster cultural development. Adept at root cause analysis and process redesign, complemented by strong analytical, report writing, and presentation skills. Committed to driving organisational success through effective financial governance and continuous improvement initiatives.
Engaging leader with proven success applying project management techniques to execute plans. Talented at resource management, budget governance and staff development. Evaluates processes critically to identify areas of improvement and implement detailed action plans for positive results. Formal Training in Teaching, Mentoring, and Facilitating Learning.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Directorate Service Manager
Cambridge University Hospitals NHS Foundation Trust
08.2024 - Current
- Manage daily operations to ensure efficient service delivery in one of the busiest NHS emergency departments.
- Support strategic initiatives by analysing service data and identifying areas for improvement.
- Performance and Resilience Management.
- Lead collaborative meetings with stakeholders to align service objectives with organisational goals.
- Liaise with suppliers for smooth operation of daily activities without interruption or delay due to lack of resources.
- Line Manage a Non-Clinical Team - delegate tasks effectively to maximise team potential and productivity; assess employee performances regularly, providing constructive feedback where necessary for continuous improvement.
- Identify training needs and opportunities to provide Continued Professional Development (CPD) for staff. Implement cost-saving measures which resulted in significant budget savings without compromising service quality or efficiency.
- Develop and implemented training programmes for staff to improve service standards. Control expenses, advising on efficient use of resources to minimise unnecessary costs.
- Coordinate cross-functional teams to streamline processes and enhance patient experience.
- Conduct regular audits and assessments to ensure compliance with healthcare regulations.
Complaints Case Manager/Learning Lead
Cambridge University Hospitals NHS Foundation Trust
10.2022 - 08.2024
- Managed resolution of customer complaints by collaborating with relevant departments to ensure effective solutions.
- Facilitated training sessions for team members on complaint handling processes and best practices.
- Analysed customer feedback to identify trends and areas for improvement in service delivery.
- Developed and implemented standard operating procedures for managing complaints efficiently.
- Conducted regular audits of complaint cases to ensure compliance with organisational policies.
- Coordinated communication between stakeholders to streamline complaint management workflows.
Research Assistant
Police Institute for the Eastern Region
11.2018 - 01.2020
- Coordinated a national evaluation of a Risk Management Assessment Tool with 43 police forces and 7 probation services.
- Conducted comprehensive literature reviews to support ongoing research initiatives.
- Assisted in the design and implementation of qualitative and quantitative research methods.
- Collaborated with multidisciplinary teams to analyse data and interpret findings.
- Managed project timelines and coordinated meetings to ensure effective communication.
- Prepared detailed reports and presentations to summarise research outcomes and recommendations.
- Assisted in grant applications, secured funding for critical projects.
Coproduction Lead - Cancer Services
Cambridge University Hospitals NHS Foundation Trust
01.2018 - 11.2018
- Lead cross-functional teams to enhance patient experience and service delivery for cancer care.
- Identified and directed 21 projects, including the governance of the Cancer Patient Partnership Group and a co-production work plan for a new hospital.
- Developed and implemented strategies to streamline communication between departments and improve operational efficiency.
- Collaborated with healthcare providers to ensure adherence to best practices and regulatory guidelines in cancer services.
- Trained and mentored staff on patient engagement techniques and care coordination processes.
- Managed stakeholder relationships to foster collaboration and enhance community outreach initiatives.
- Utilised data analysis tools to monitor service performance and inform strategic decision-making.
- Produced strategic and operational plans aligned with NHS Long Term Plan and organisational objectives.
Education
Doctor of Philosophy - Criminology
Anglia Ruskin University
01.2020 - 08.2023
MPhil - Criminological Research
University of Cambridge
10.2015 - 09.2016
Bachelor of Arts - Criminology
Anglia Ruskin University
09.2012 - 06.2015
Skills
- Project and programme management (PRINCE2 in progress)
- Strategic planning & change leadership
- Performance management & KPI monitoring
- Resilience Management
- Budget management & financial governance
- Stakeholder engagement & partnership building
- Staff mentoring, education, and cultural development
- Root cause analysis and process redesign
- Strong analytical, report writing & presentation skills
Certification
- Decision Loggist Training Cambridge University Hospital Trust (2024)
- Data Analyst Training Cambridge University Hospital Foundation Trust (2024)
- Fundamentals of Quality Improvement Cambridge University Hospital Foundation Trust (2024)
- Manager Training Cambridge University Hospital (2024)
- Appraisal Skills Workshop Cambridge University Hospital Foundation Trust (2024)
- Oracle - Finance and Procurement Cambridge University Hospital Foundation Trust (2024)
- Learning and Teaching in Practice Workshop Anglia Ruskin University (2020)
References
References available upon request.
Timeline
Directorate Service Manager
Cambridge University Hospitals NHS Foundation Trust
08.2024 - Current
Complaints Case Manager/Learning Lead
Cambridge University Hospitals NHS Foundation Trust
10.2022 - 08.2024
Doctor of Philosophy - Criminology
Anglia Ruskin University
01.2020 - 08.2023
Research Assistant
Police Institute for the Eastern Region
11.2018 - 01.2020
Coproduction Lead - Cancer Services
Cambridge University Hospitals NHS Foundation Trust
01.2018 - 11.2018
MPhil - Criminological Research
University of Cambridge
10.2015 - 09.2016
Bachelor of Arts - Criminology
Anglia Ruskin University
09.2012 - 06.2015