Experienced business process improvement professional; having a strategic mindset, excellent communication ability and a strong customer focus, seeking business transformation and project management opportunities.
Overview
24
24
years of professional experience
Work History
Operations & Service Assurance Manager
Publicis Sapient Ltd
London
05.2023 - 07.2023
Managed implementation lifecycle processes for key deliverables relating to Minimum Viable Product, for Sindalah Island Resort in NEOM
Successfully negotiated and secured key strategic partnership, with Saudi Tourism Authority, for NEOM Visitor Care functionality
Developed Vendor Management process, for successful onboarding and compliance of partner assets
Developed Target Operating Model, for scalability across NEOM project rollouts
Project Manager
Oleeo Limited
London
05.2021 - 08.2022
Leveraged agile-responsiveness to changes. proactive team-engagement skills, and robust project-management ability, to control project constraints for 73 clients
Accelerated progress by diligently reviewing performance, budgets and project timelines - reduced number of open/unresolved cases by 50%
Collaborated with wider business stakeholders, to provide clients with cost-effective bespoke solutions - increased innovation churn by 12%
Led problem resolution to address barriers to operational efficiency and boost customer satisfaction - improved NPS scores on average by 20%
Business Change Consultant
Hardy Consultancy
East Midlands
04.2013 - 04.2021
Delivered multiple strategic business change projects, e,g managed expansion project to increase capacity for pick n pack business by 100%
Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients, to drive culture of continuous improvement & innovation
Assisted clients in navigating complex industry challenges with strategic recommendations
Optimised supply chain operations for clients, reducing costs and improving efficiency through strategic vendor management
Operations Lead
GSM Distribution Ltd
London
06.2002 - 07.2012
Managed day-to-day Operations, such as: Business & Relationship Development, Order Fulfillment, and Control of Logistics & Supply-Chain
Led Strategic Operations, eg: New Product & Process Introductions, Management of Performance by introduction of KPIs - maintained 90% Customer Satisfaction rating
Achieved Competitive Advantage & Value for Money: pushing for introduction of satisfaction surveys with every transaction - 10% improved delivery times
Spearheaded program of expansion, by strategic positioning for operations - increased revenue sales by 25%
Operations Manager
Synectiv Ltd
London
01.2000 - 06.2002
Oversaw all daily operations, including business development, team mentoring & training, and performance management
Established Standard Operating Procedures (SOPs) to minimise variability in operations, and to train and retain staff more effectively
Introduced e-commerce into the business, in line with changing customer buying habits. This would later become the official UK online sales platform for Siemens Mobile
Partnered with vendors and suppliers to effectively manage and budget for over $5 million in inventory
Education
Master of Science - Improving Supply Chain And Logistics
University Of Derby
Derby
09.2014 - 2015.07
CPD
Certified SAFe® 6 Agilist
Certified SAFe® 6 Scrum Master
Timeline
Operations & Service Assurance Manager
Publicis Sapient Ltd
05.2023 - 07.2023
Project Manager
Oleeo Limited
05.2021 - 08.2022
Master of Science - Improving Supply Chain And Logistics
Mental Health Support Worker at Staff Support Services Ltd (Cygnet Health Care)Mental Health Support Worker at Staff Support Services Ltd (Cygnet Health Care)