Michelle Magee
Belfast,County Antrim
Summary
Strategic Head of Operations with expertise in delivering large-scale housing services under Home Office contracts. Led multi-disciplinary teams to ensure safe, compliant accommodation for asylum seekers while meeting regulatory and safeguarding standards. Focused on team development, risk management, and budget control, driving solutions that align contractual compliance with resident well-being and organisational goals.
Overview
20
20
years of professional experience
Work History
Head of Operations
Mears Group
08.2019 - Current
- Manage contracts operationally and commercially to maximise profitability whilst ensuring a safe and high-performing customer-focused service delivery
- Analysed performance data to identify trends, making strategic decisions to boost operational success.
- Led team of over 40 employees to enhance operational effectiveness and service delivery.
- Developed strong relationships with key stakeholders, including suppliers and clients, to align efforts with business objectives.
- Development and sustainability of key Client/Stakeholder relationships ensuring high-quality customer relationship management.
- Delivery of all KPI targets and the implementation of strategies aimed at maximising performance.
- Implement and provide appropriate monitoring systems for subcontractor performance.
- Leadership and direction for the contract delivery and support teams.
- Reviewed and revised operational policies, aligning procedures with best practices and regulatory requirements.
- Oversaw budgets and financial planning, ensuring cost efficiency while maintaining quality standards.
- Mobilisation/demobilisation of 22 contingency hotels for Asylum Seeker accommodation / Home Office Contract
Benefit Fraud Investigator
Dept for Communities
Belfast
03.2017 - 08.2019
- Analysed customer fraud and error levels within benefits system, including housing benefit, ESA, JSA, and pension credit
- Conducted home visits and interviews to verify accuracy of information held
- Compiled and submitted detailed reports on each case to Senior Fraud Investigator, ensuring all relevant information was presented
- Benefit fraud investigator with the Standards Assurance Unit
Customer Support Administrator
Sherwood Systems Ltd
05.2006 - 02.2017
- Administration experience in an IT support environment
- Carry out all database maintenance and monthly contract billing duties
- Control and monitoring logistics
- Co-ordinate with engineers / suppliers / customers
Education
Higher National Diploma - Health and Social Care
Belfast Met
Belfast, BFS01-2016
Certificate of Higher Education - Science & Technology
B.I.F.H.E
Belfast, BFS01-2005
GCSEs -
Little Flower Girls' School
01-1999
Skills
- Project Management
- Budget Management
- KPI Delivery
- Operational Delivery
- Decision Making
- Risk Assessment
- Compliance
- Contract Management
- Strategic Planning
- Service Delivery and Improvement
- Performance Monitoring
- Stakeholder Engagement
- Team Leadership
- Leadership Skills
- Disiplinary & Grievance Manangement
- Attention to Detail
Timeline
Head of Operations
Mears Group
08.2019 - Current
Benefit Fraud Investigator
Dept for Communities
03.2017 - 08.2019
Customer Support Administrator
Sherwood Systems Ltd
05.2006 - 02.2017
Higher National Diploma - Health and Social Care
Belfast Met
Certificate of Higher Education - Science & Technology
B.I.F.H.E
GCSEs -
Little Flower Girls' School