Summary
Overview
Work history
Education
Skills
Websites
Custom
Affiliations
Accomplishments
Timeline
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Michelle Robertson

Amersham,Buckinghamshire

Summary

Dynamic and motivated professional with a strong foundation in business and people management, complemented by excellent communication and organisation skills. Demonstrates leadership and engagement through effective decision making and problem solving, with a commitment to excellence in finance and facilities management. Known for being calm under pressure, resourceful, and dedicated to driving best practice. Excels in project planning and coordination, utilising analytical and critical thinking to meet deadlines efficiently. Career goals include leveraging these competencies to drive organisational success while fostering an innovative work environment.

Dedicated Operations Leader with over twenty years of experience. Demonstrated history of meeting company goals and promoting best practices. Thrives under pressure and adapts to challenges with ingenuity and resilience.

Overview

28
28
years of professional experience
4032
4032
years of post-secondary education

Work history

Head of Central Operations

Barnett Waddingham
01.2022 - 01.2025
  • Directed strategic development of operational enablement hub to align with firmwide strategic objectives
  • Led and innovated to ensure quality service delivered efficiently within budget
  • Led support service areas and professional team members to thrive
  • Led and developed workforce within business area, driving performance and engagement of c. FTE 75
  • Management of senior level direct reports (Heads of Property, H&S, Workplace and Environmental Services, Secretarial Services and Administration platform and procurement)
  • Leadership and oversight control management of key supplier contracts and all budgeting cycle planning for operational delivery and business area resources, in the remit of £25m
  • Creation and direction of vision strategy, business planning and providing development guidance to functional area leads, aligning people to objectives and purpose of the function
  • Oversight management of continuous improvement standards in all hub division deliverables, driving value and efficiencies in best practice, with emphasis on enhancing value add to the business service offering or ways of working and meeting future needs of the business, as it evolves through organic and planned growth transformation
  • Design authority lead on all office design and space layout refurbishments across 10 Uk offices, comprising 145,000 SqFt
  • Design and delivery management of our Corporate Social Value Investments commitments
  • Designated internal mentor to advance professional development and personal growth for lower profile employees
  • Appointed internal hearing manager for grievance and disciplinary cases
  • Shadow cover responsibilities to support Head of Property and interim chief of staff role to Managing partner
  • Board Membership: Part of Senior Leadership structure and representing member of Strategic Business Solutions Board, in addition to membership support of key business boards and committees contributing to effective business management decision-making
  • Company Director role: in control board responsible for ensuring employment, safety and finance decision in the business are robust and compliant

Operations Manager

Barnett Waddingham
01.2018 - 01.2022
  • To lead the Core service business and operations management team to ensure a seamless operational service to the business
  • Liaise with the business leaders and office leads to understand the services that are required
  • To lead on the central operational annual budgeting cycle and prepare submissions in consultation with the COO, the regional office managers, and key senior colleagues
  • To create the operational support function's annual business plan to Management Board (MB) and partners
  • To lead on strategy implementation plans from the business plan objectives
  • To lead on the preparation of quarterly reports to MB and Partners on information relating to operational (firm-wide and local office) and secretarial support activity, CSI and H&S
  • Work with the COO and Head of Accounts in setting the annual budget for central operational expenditure, and CSI
  • To manage budget cost centres of operations, secretarial and facilities
  • Work with the Office Lead and other partners to agree the application of the agreed design guidelines for any office fit-outs, refits and refurbishments
  • To ensure the firm-wide secretarial support and central operations' business management system standards are communicated to the regional office managers, and subsequently regularly reviewed, adhered to, maintained, and met, to ensure the latest ISO 27001/9001 accreditation is retained
  • To recruit, retain, motivate and develop regional office managers (and through them, the secretarial/facilities resources firm-wide) to provide a high level of excellence in secretarial/administrative support to the Business areas, and central services
  • To share and encourage best practice and to ensure the team deliver to the requirements of the business
  • To work closely with HR and Compliance to ensure that the regional management team deliver the on-boarding induction process at local office level whilst at the same time ensuring changes to processes and procedures are current
  • To ensure all data is held in a GDPR compliant manner and that appropriate consideration is given to archiving and data management
  • To provide feedback and support to the PA of the Senior Partner to help ensure they learn from the senior operational team
  • To lead on the management and promotion of health, safety and security standards across the business, to ensure employees are provided with a safe and secure work environment
  • To act as key player within the Business Continuity Plan as a member of the Emergency Management team
  • At the same time, having overall responsibility of ensuring the Plan is maintained, reviewed and updated regularly in all offices, under the direction of the head of Information Security
  • To lead on the delivery of an annual firm-wide contract and procurement plan, ensuring the central services' and local suppliers are reviewed and maintained to meet the business needs
  • To ensure all contracts are managed in line with our supplier process regarding data security where appropriate
  • To lead on central support service efficiency initiatives such as secretarial Tick-it, telephony, mail room, reception and meeting room management
  • Help to manage change to ensure successful implementation
  • To work with the Marketing Partner to ensure that the brand guidelines and agreed design guidelines are followed in relation to any fit outs, engaging the local ROM and putting proposals to Office Lead/partners and understand their requirements and preferences
  • Procure furniture to support the look and feel of the office in the guidelines and Smart Working
  • To lead on the firm-wide CSI initiative and management of budget
  • Management of work experience staff and apprentices within the operational area to get the best out of them

Regional Office Manager

Barnett Waddingham
01.2016 - 01.2018
  • Management duties: Regional management for two large offices and supporting the Operations Manager, to ensure the consistent smooth running of the operational activities and secretarial services firm wide
  • Line management of Secretarial, Facilities and Reception teams based in London and Amersham – the direct report teams include; dedicated support secretaries, team secretaries, receptionists and office and facilities coordinators; identify work flow as well as training and development needs
  • Offering guidance and mediation to direct report supervisors for grievance and performance issues
  • Assist them to develop best practice for behaviour, approach and engagement plans as well as performance management plans
  • Recruit, retain, motivate and develop the regional secretarial/facilities resource to ensure a high level of excellence is provided to support the practice areas and support services' colleagues
  • Ensure the delivery of the induction process, whilst at the same time noting changes to processes and procedures and cascading them on as appropriate
  • Communicate the localised secretarial support and central operations' business management system standards
  • Strategic planning
  • Assisting the Operations Manager to identify, devise and implement strategies to provide seamless operational service to the business
  • Part of the Business Continuity Plan; with shared responsibility in ensuring the Plan is maintained, reviewed and updated regularly within the designated offices
  • Review and deliver the implementation of strategies and policies to meet the aims of the business
  • Working with other Regional Managers and Operations Manager in the preparation of the central operational annual business plans and budget forecasts relating to office and secretarial support budgets
  • Preparation and input of quarterly reports to Management Board and Partners on office and secretarial support activity/corporate social investment/Health Safety & Security
  • Corporate Social Initiatives
  • Restructured and manage the Corporate Social Initiative, helping to increase the company's in-house fundraising from £16k to £21k in the last year
  • Responsible for charitable and sustainability initiatives to improve the lives of others and the local office social environments
  • Management and implementation of firm wide CSI policy and associated training with local support teams
  • Office Management
  • Co-managing two capital projects which require relocations, design and fit out, rebranding and design roll out, including furniture and storage procurement
  • Managing the day to day property matters within the region – including internal office moves and space requirements, provision and maintenance of hard and soft services
  • Compliance with lease requirements regarding maintenance and upkeep
  • Liaison with landlords, co-tenants and sub-tenants including attending local property meetings, as appropriate
  • Manage and promote health, safety and security standards, to ensure employees are provided with a safe and secure work environment and client data is protected at all times
  • Developed and contributed to the delivery of a firm-wide contract and procurement system for all local and national office and facilities' suppliers
  • Managed operational spend within the region

Business Manager

Midas Design Consultants
01.2011 - 09.2016
  • Responsible for overseeing and managing the company's activities and employees, keeping staff focused and motivated to achieve maximum productivity and profitability
  • Recruitment and management of account and administration employees – grew from 4 – 22 permanent employees during the nine year period
  • Supervising Company and Management financials, accountants and bookkeeping
  • Department re-structuring including organising the retraining of staff, employee engagement and coordination including all HR/IR issues
  • Also, streamlining of business activity and redundancies and contracting out of client accounts
  • Monitoring of freelance and supplier contract agreements and confidentiality disclosure documents
  • Project management & budgeting of five office relocations
  • Advertising and management of multiple sub-tenants
  • Managing insurance contract negotiations and liaising with brokers, lease negotiation for review and non-domestic rate appeals
  • Arranging IT support structure, cover and periodic research of technology developments
  • Account management of client projects and assistance with new client onboarding
  • Review and provide comments on the adequacy of company documents and online presence
  • Assisting the Business Development Director to identify new business consultants and managed appointment also supervised the new business direction and assisted with new pitch presentation

Office and Admin Manager

Midas Design Consultants
01.2007 - 12.2010
  • Main objective of this role was to provide management of day to day running of the office and design studio, including administration, finance co-ordination, facilities, HR resources, marketing & development research
  • Also, acting PA to the Directors and shadow Project Manager
  • Organising administration work flow and Studio work traffic
  • Line manager for the accounts, reception and housekeeping staff
  • Management of all office suppliers including annual reviews/replacements
  • Creation and maintenance of administrative systems, including training and overseeing of work progress
  • Assisting Account Manager/Director with client work, including proof reading and brand name generation, shadow account management etc
  • Liaising with our Managing Director & accountant on all finance reports, plus managing accounts team admin re: invoicing, credit control etc
  • Recruitment and selection responsibilities including negotiating agency rates, terms and conditions, and special contracts, interviewing and assessing candidates
  • Liaising with consultants for Health & Safety risk assessments, Building & facilities management
  • Social event planning for staff and clients

Office Operations Coordinator

CTX Technologies
01.2004 - 09.2006
  • During the last two years at CTX, my role was to co-ordinate the company re-structure with Senior Managers and to communicate change to all employees and manage responses
  • Main contact for employer/employee for employment issues; recruitment, disciplinary, exit and return interviews, key performance reviews, probation assessments and inductions
  • Assisting the management of the Customer Service dept
  • To ensure consistent and effective response in flow operations
  • Line Manager of all office administration staff & Shadow PA for Managing Director
  • Overseeing day to day office management and ensuring H&S policies are implemented
  • Worked with Financial Director on Office relocation, liaising with staff, contractors and suppliers to ensure all plans were executed efficiently

Accounts Ledger Assistant

CTX Technologies
04.2002 - 12.2003
  • Reconciliations of purchase & sales Ledger, data collection and entry, credit control, customer account reports to Account Managers, updating & monitoring company bank accounts, bi-monthly electronic payments, processing staff expenses & departmental budgets

Finance Assistant

Advisory and Brokerage Services
09.1996 - 04.2002
  • Monitored and reconciled transactions on all client accounts for Accounts and Investment teams
  • Assisted Investment Dept
  • With admin preparation and safe receipts for bonds and policy documents
  • I was responsible for petty cash and social committee funds, including processing and payment of claims
  • I also assisted the HR department with Reception duties and training of new staff

Education

Certificate -

in Safeguarding and Child Protection

Training - undefined

in Cognitive Behavioural Therapy

Training - undefined

in Youth Play Therapy

Certificate - undefined

in Counselling Skills

Certificate - undefined

in studio project management

A Level - B – C

St Joseph's College

GCSE - A – C in 13 subjects including Maths and English

Picardy School

Diploma -

therapeutic counselling and psychotherapy

Skills

  • Business and people management
  • Excellent communication and organisation
  • Leadership and engagement
  • Effective decision making and problem solving
  • Finance and facilities management
  • Enthusiastic
  • Motivated
  • Creative
  • Commitment to excellence
  • Calm under pressure
  • Person-centred practise
  • Resourcefulness
  • Project planning and coordination
  • Analytical and critical thinking
  • Deadline management

Custom

  • Volunteering at a local youth counselling agency.
  • Founder of a free adult clinic for counselling.
  • Running a Contact the Elderly tea party service.
  • Mentoring trainee counsellors.
  • Involvement in a debate committee at House of Commons.
  • Passionate about theatre, music, and live performances.

Affiliations

  • Wellbeing practice is really important to ensure I have the relaxation and self investment to thrive, whilst helping to keep a healthy and enjoyable work/life balance. To achieve this I have a membership to wellbeing health spa, which I regularly use. In the rest of my spare time, I have a passion for theatre and arts in addition to enjoying travel around the Uk and overseas.

Accomplishments

  • Business Support Manager of the year, 2024 - PA Awards, London
  • Achieved three promotions within six years at Barnett Waddingham, advancing my skills and driving success in value add improvements returned back to the business
  • Appointed as Company Director in 2024, the first non partner stakeholder to be invited to join this pivotal Board.
  • Restructured our internal operational structure and led change management engagement without any negative impact.
  • Completed six major relocation and design refurbishment fit out projects and a further five remodelling and fitouts in eight years, all completing to deadline and on budget, with development of design authority role and interior brand guidelines for the business alongside these projects.
  • Successfully delivered the design, build and content delivery for our Environmental Management System (EMS) in line with ISO14001 framework
  • Design and introduced Apprenticeship initiative to the business to address social mobility for key demographics and enhance our diversity network positively.
  • Developed a CSR Management strategy and operational framework with £180k budget responsibilities.
  • Introduced away day learning and development practice and professional skills volunteering, to enhance purpose and productivity of unbillable practice days to have value and worth to our employees and the business.

Timeline

Head of Central Operations

Barnett Waddingham
01.2022 - 01.2025

Operations Manager

Barnett Waddingham
01.2018 - 01.2022

Regional Office Manager

Barnett Waddingham
01.2016 - 01.2018

Business Manager

Midas Design Consultants
01.2011 - 09.2016

Office and Admin Manager

Midas Design Consultants
01.2007 - 12.2010

Office Operations Coordinator

CTX Technologies
01.2004 - 09.2006

Accounts Ledger Assistant

CTX Technologies
04.2002 - 12.2003

Finance Assistant

Advisory and Brokerage Services
09.1996 - 04.2002

Training - undefined

in Cognitive Behavioural Therapy

Training - undefined

in Youth Play Therapy

Certificate - undefined

in Counselling Skills

Certificate - undefined

in studio project management

A Level - B – C

St Joseph's College

GCSE - A – C in 13 subjects including Maths and English

Picardy School

Certificate -

in Safeguarding and Child Protection

Diploma -

therapeutic counselling and psychotherapy

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Michelle Robertson