Olive Yiga

• Leading the process of self-evaluation against the Healthcare Inspection Scotland (HIS) Quality Framework, conducting thorough assessments of SVH performance and evidence
• Designed and executed employee engagement survey, delivering actionable insights through a comprehensive report for executive team, with strategic recommendations for organisational enhancement.
• Coordinated and delivered customised staff training to ensure readiness for a successful HIS inspection
• Detected performance gaps and established a proactive KPI monitoring system for executives and the board
• Produced comprehensive reports as a valuable resource for future assessments and quality initiatives
• Created a dynamic quality tracker to enable data-driven decision making and promote staff-led initiatives
• Implementing transformative changes to address quality improvement deficiencies and establishing a comprehensive data collection and analysis system.
• Developed and maintained courteous and effective working relationships.
• Demonstrated leadership skills in managing projects from concept to completion.

• Led organisational change, championing digital initiatives and mobile working pilots
• Streamlined void procedures, reducing property downtime, and rent loss by 50%
• Elevated income recovery strategies, resulting in a 20% increase through direct debits
• Conducted a review of sheltered accommodation, deriving strategic recommendations for 50% cost reduction
• Implemented digital initiatives, including mobile working and process automation
• Pioneered stakeholder engagement plans, introducing quarterly reviews and resolving long-standing repairs
• Evaluated contractor performance, cutting missed appointments by 60%
• Optimised telephone system, reducing unanswered calls by 70% and enhancing customer engagement.

• Ascensos
• Implemented data tracking mechanisms, resulting in 10% complaint reduction
• Accelerated complaint resolution, shortening response times by 5 days.

• Oversaw and directed the Allocations and Tenancy Sustainment teams, effectively managing a portfolio of 4000 properties
• Led the implementation of a comprehensive tracking system, resulting in the successful attainment of 95% key performance indicators
• Cultivated collaborative partnerships with various support agencies, facilitating mutual learning and shared accomplishments
• Achieved a notable 3% reduction in eviction decisions by implementing a revamped income recovery process
• Presented data-driven insights during board meetings, providing valuable information for strategic decision-making
• Contributed to the development of the customer services strategy, offering recommendations for community initiatives to enhance customer engagement.

• Delivered housing management services for a patch of 1000 households, coordinated estate improvements.

• Led the implementation of security initiatives worth £30k, reduced complaints by 60%

• Spearheaded closing down of complaints on CRM, cleared 12 months backlog, just under 600 enquiries.

• Managed tenancy and leasehold issues for a patch of 1050 households, accountable for all housing issues

• Led the fire safety project, scheduled remedial works, worked within a repairs budget of £130k

• Improved service charge enquiries, investigated and resolved cases, reduced leaseholder complaints by 50%

• Supervised tasks across functional teams and sub-contractors, reduced complaints by 30%

• Coordinated backlog of defects, scheduled, and tracked pending snagging works worth £100k

• Led multiple teams, accountable for performance, and supported staff through the organisation restructure

• Developed and delivered the annual plan, a complex programme that increased customer services by up to 40%

• Generated £100k funding to deliver customer-led projects, resulted into increased customer satisfaction to 95%

• Collaboratively evaluated and appraised capital projects with residents’ groups to keep things on track

• Built relationships with key stakeholders; initiated joint work with social services, police, environment teams

• Coordinated community initiatives, boosting customer services by 100%