Shyna Morgan - Henry
London,London
Summary
Manage high-volume case progression across operational and judicial teams, balancing competing deadlines and removing barriers to maintain workflow continuity.
Overview
3
3
years of professional experience
Work History
Benefits, Family & Customs
HMRC
London
07.2025 - Current
- Engaged customers to understand needs and deliver excellent service standards.
- Maximised customer engagement and satisfaction through strong customer service.
- Managed complaints through calm communication and structured problem-solving actions.
- Collaborated with team members to meet agreed target outcomes.
- Trained and mentored employees to maximise day-to-day team performance.
- Coached onboarding advisers on floorwalking guidance and day-to-day performance.
- Led national insurance delivery across telephony and processing stages daily.
- Managed progression of 80+ live cases weekly, ensuring timely updates across operational and judicial teams.
- Balanced competing deadlines, removed barriers, and supported accurate timely case progression.
- Identified issues, analysed information, and delivered practical solutions to problems.
- Demonstrated consistent hard work and dedication to improve operations.
- Delivered 4 improvement workshops for 15 colleagues standardising assessments and reducing rework by 20%.
- Produced 12 governance reports and action logs for leaders' oversight.
- Monitored risks and dependencies, resolving or escalating 10 blockers each week.
- Used Odigo Supervisor, CSG performance network, WFM Excel, Power BI.
- Deputised for 12 advisers, managing attendance and diary commitments.
- Communicated complex information clearly to operational colleagues, judiciary, and stakeholders.
Lead Case Progression Officer
Ministry of Justice
London
04.2025 - 07.2025
- Managed junior officers, providing day-to-day leadership and guidance for efficiency.
- Conducted investigations into complaints and escalation outcomes, ensuring accountability and compliance.
- Assessed officer actions and complaints to spot unprofessionalism, performance issues, or criminal activity.
- Reviewed and updated operational procedures to match best practices and regulatory requirements.
- Maintained accuracy, confidentiality, and policy compliance under competing deadlines.
- Prepared detailed operational reports for senior management with recommendations.
- Analysed recruitment information and prioritised urgent vacancies to cut delays 15%.
- Managed 20 concurrent recruitment campaigns, facilitating 35+ quarterly appointments over 15 months.
- Responded to 50+ candidate and stakeholder queries weekly, guiding 5 colleagues.
- Delivered 8 engagement and improvement sessions, enhancing collaboration among 40 colleagues and stakeholders.
- Documented actions and obtained HR assurance for long-term absence case.
- Provided supervisory cover for sensitive long-term absence using wellbeing discussions and reasonable adjustments.
Senior Recruitment Officer
NHS England
London
01.2024 - 04.2025
- Led end-to-end recruitment, controlling job advertisement through final candidate selection.
- Owned 20 concurrent recruitment campaigns and coordinated support for 35+ appointments each quarter.
- Drove recruitment analysis to spot delays, prioritise vacancies, and cut 15% processing time.
- Managed 50+ weekly candidate and stakeholder queries, directing 5 colleagues to enhance response efficiency.
- Chaired career fairs and networking events, strengthening employer brand and expanding talent pipeline.
- Directed interview panels and set assessment questions for competency and cultural fit.
- Set a diversity hiring strategy to strengthen inclusion and meet organisational diversity goals.
- Directed diverse sourcing, including social media job boards and networking events.
- Set up 8 engagement and improvement sessions, aligning 40 colleagues and stakeholders.
- Maintained accuracy, confidentiality, and policy compliance while navigating competing deadlines to ensure smooth operations.
- Oversaw supervisory cover for a sensitive long-term absence case with wellbeing adjustments.
- Led collaboration with HR to maintain employee records and meet data protection requirements.
- Accounted for independent background references and due diligence for each candidate.
- Provided governance by monitoring employment law changes for ethical compliance.
Skills
- Case progression
- Talent acquisition
- Candidate sourcing
- Stakeholder management
- Stakeholder engagement
- Data analysis
- Operational reporting
- Policy compliance
- Leadership
Timeline
Benefits, Family & Customs
HMRC
07.2025 - Current
Lead Case Progression Officer
Ministry of Justice
04.2025 - 07.2025
Senior Recruitment Officer
NHS England
01.2024 - 04.2025