SOPHIE HAMILTON
Hook,Hampshire
Summary
Accomplished Business Engagement and Service Improvement leader with over six years' experience delivering operational excellence, organisational change and measurable service improvements within complex, high-volume public sector environments. A strategic and collaborative leader with a proven track record of transforming operational performance through continuous improvement, data-driven decision making and meaningful stakeholder engagement., Senior Operations | Business Transformation | Service Improvement Executive, Leading multiple operational services across Surrey, Sussex and Kent., Developing managers, optimising resources and driving service performance across critical business functions. Leading workforce redesign, introducing new operational services and delivering sustainable improvements, increased productivity by 35%, eliminated significant operational backlogs, achieved 100% on-time responses to customer complaints, Nominated for a South East Change Manager Award.
Overview
7
7
years of professional experience
Work History
Paralegal Business Manager
Crown Prosecution Service
2022.01 - Current
- Provided strategic leadership across operational services for Surrey, Sussex and Kent, enhancing Magistrates' Court Operations, Victim Liaison, Victims' Right to Review and Complaints.
- Led, coached and developed 10 operational managers, overseeing countersigning responsibilities for 20 colleagues.
- Delivered a 35% productivity improvement through workforce redesign and workflow optimisation.
- Introduced a new operational service while eliminating a significant backlog.
- Eliminated a backlog of more than 100 complaints and achieved sustained 100% complaint response compliance.
- Lead workforce planning and resource allocation.
- Built trusted relationships with unit heads, HMCTS and policing partners to improve collaboration.
- Developed governance dashboards using Power BI, REMS and Excel.
Business Support Manager
Crown Prosecution Service
2021.01 - 2022.01
- Coordinated governance, workforce planning, performance reporting, and service improvement initiatives to enhance operational effectiveness.
- Coordinated communication between departments to streamline case processing.
- Managed scheduling for team meetings and training sessions effectively.
- Assisted in developing operational procedures to improve efficiency.
Project Skills Coordinator
BAM Nuttall
2020.01 - 2020.12
- Coordinated workforce development and training programs to enhance project support in a regulated infrastructure environment.
- Coordinated project schedules and resources for construction initiatives.
- Managed communication between teams and stakeholders for project updates.
- Organized site inspections and safety meetings to ensure compliance.
Education
CMI Level 5 Diploma -
Management & Leadership
Level 4 Diploma -
Operational Delivery Management
A Level -
English Language
A Level -
Communication & Culture
Skills
- Workforce planning
- KPI Reporting
- Data Analysis
- Performance Dashboards
- Power BI
- Microsoft Excel
- REMS
- Microsoft 365
- Microsoft Teams
Executive Career Highlights
- 35% productivity improvement through workforce redesign and continuous improvement.
- Eliminated a backlog of more than 100 complaints and achieved 100% complaint timeliness.
- Introduced a new operational service while removing a historic backlog.
- Lead 10 managers with countersigning responsibility for 20 colleagues.
- South East Change Manager Award nominee.
Core Expertise
- 35% productivity improvement through workforce redesign and continuous improvement.
- Eliminated a backlog of more than 100 complaints and achieved 100% complaint timeliness.
- Introduced a new operational service while removing a historic backlog.
- Lead 10 managers with countersigning responsibility for 20 colleagues.
- South East Change Manager Award nominee.
Leadership Philosophy
- 35% productivity improvement through workforce redesign and continuous improvement.
- Eliminated a backlog of more than 100 complaints and achieved 100% complaint timeliness.
- Introduced a new operational service while removing a historic backlog.
- Lead 10 managers with countersigning responsibility for 20 colleagues.
- South East Change Manager Award nominee.
Executive Value Proposition
- 35% productivity improvement through workforce redesign and continuous improvement.
- Eliminated a backlog of more than 100 complaints and achieved 100% complaint timeliness.
- Introduced a new operational service while removing a historic backlog.
- Lead 10 managers with countersigning responsibility for 20 colleagues.
- South East Change Manager Award nominee.
Timeline
Paralegal Business Manager
Crown Prosecution Service
2022.01 - Current
Business Support Manager
Crown Prosecution Service
2021.01 - 2022.01
Project Skills Coordinator
BAM Nuttall
2020.01 - 2020.12
CMI Level 5 Diploma -
Management & Leadership
Level 4 Diploma -
Operational Delivery Management
A Level -
English Language
A Level -
Communication & Culture