Sean Fletcher
Bournemouth,England
Summary
As an experienced people-focused professional, I have developed skills in understanding internal customers in a variety of scenarios. My career in HR and Customer Satisfaction has been focused on creating a positive culture in the workplace, where critical thinking is the driving contributor of internal efficiency. I take pride in my ability to create strong relationships with people whether it be through dispute resolution or partnering with managers to achieve success.
I am a results-driven professional with focus on streamlining operations and enhancing team productivity. Skilled in process optimisation and team leadership, delivering consistent improvements in performance and efficiency. Proven ability to implement strategic initiatives that align with organisational goals.
Overview
7
7
years of professional experience
Work history
Recruitment Operations Team Leader
KPMG
Watford, Hertfordshire
2025.01 - Current
- Led end-to-end onboarding process for the firm’s student programmes, onboarding 1,000+ students annually.
- Managed compliance and governance across student screening, contract generation, and onboarding processes.
- Oversaw the screening of 20,000 candidates, ensuring accuracy, compliance, and efficient turnaround times.
- Partnered with technical teams to support with the implementation and UAT testing of ServiceNow HRSD for student onboarding.
- Managed and developed team performance, building strong people leadership and performance management capability.
- Coordinated workflows with offshore support teams during high-volume onboarding cycles.
- Produced weekly operational reporting for stakeholders, tracking onboarding progress and key metrics.
- Supported and completed internal and external audits, ensuring adherence to regulatory and organisational standards.
- Developed standard operating procedures for increased consistency and efficiency in tasks performed.
- Implemented strategic changes to improve overall operations efficiency.
- Assisted in project management activities; ensured timely completion of tasks assigned to the operations team.
- Delegated tasks appropriately amongst team members; enhanced individual accountability and ownership towards work.
Senior Candidate Onboarding Specialist
KPMG
Watford, Hertfordshire
2024.01 - 2026.03
- Manage end to end onboarding process for over 500 joiners, ensuring seamless onboarding experience. Acting as first point of contact for joiners / students; recruiters and business; providing excellent level of service to all internal and external stakeholders by offering proactive and timely updates through all appropriate channels, and keeping to all Service Level Agreements (SLA)
- Building and maintaining strong relationships with stakeholders, communicating with impact and gaining agreement through promoting and negotiating position to benefit of all parties. Demonstrating awareness of business structure
- Accountable and proactive, designing and driving solutions to improve customer service, operational efficiency and processes. Having ability to take logical, systematic, coherent approach to issues, thinking outside of box and weighing up all options available to make informed decision
- As Subject Matter Expert, in-depth knowledge of onboarding process and relevant polices, advising on complex queries accurately and within SLA, escalating where appropriate to Team Leader
- Liaising with appropriate Offshore departments ensuring all required administrative activities are completed to hit required new joining date
- Lead or support on wider ad hoc People Operations projects and tasks from time to time and expected to work on this alongside normal workload
- Taking personal responsibility to adhere to ISO standards
- Regular deputise in absence of Onboarding Team Leader
Senior HR Assistant - Interview Arranging
KPMG
Watford, Hertfordshire
2022.08 - 2024.01
- Managed administration behind all 200 panels for internal promotions
- Build effective relationship with stakeholders in Talent and across business.
- Advising and assisting in interview arranging process in Recruitment and People Operations projects.
- Partnering with preferred recruitment suppliers to improve recruitment experience for candidates and hiring managers.
- Interview support, where additional input may be required outside of standard operating process.
- Maintaining and organising candidate records in line with GDPR.
- Provision of training / refresher sessions to new and existing employees,
- Contribution towards designing training packages/ presentations for internal staff.
- Driving improvements in processes, procedures and policies to deliver great candidate experience.
- Regular partnering with internal management to create resolutions to disputes e. g. ensure smooth-running of Interview Arranging.
Central Member Experience Executive,
David Lloyd Clubs (Head Office)
Hatfield, Hertfordshire
2019.03 - 2022.08
- Assisting CME Manager to meet and exceed member expectations in line with key Service Level Agreements and Key Performance Indicators..
- Lead member feedback initiatives throughout business.
- Implemented resources. systems and process to support exceptional customer service delivery.
- Responsible for managing all escalated member complaints internationally
(dispute resolution). - Drafted modernised guidance documentation for team members to deliver higher level of customer service in accordance to David Lloyd Clubs values.
- Analysed regional data to discover trends in rising club issues, presenting it quarterly to senior management and executives.
- Monitoring club compliance to boost customer satisfaction and team performance.
- Delivering regular training on handling sensitive data in compliance with GDPR requirements.
Membership Services Consultant
David Lloyd Clubs
Hatfield, Hertfordshire
Skills
- Customer dispute resolution
- Expertise in GDPR Compliance
- Project partnering for process improvements
- Large functional training management
- Data management
- HR Administration
- Project scheduling
- Knowledge of HR policies
- Business intelligence tools
- Risk assessment proficiency
- Continuous improvement implementations
- Leadership excellence
Timeline
Recruitment Operations Team Leader
KPMG
2025.01 - Current
Senior Candidate Onboarding Specialist
KPMG
2024.01 - 2026.03
Senior HR Assistant - Interview Arranging
KPMG
2022.08 - 2024.01
Central Member Experience Executive,
David Lloyd Clubs (Head Office)
2019.03 - 2022.08
Membership Services Consultant
David Lloyd Clubs