Stephen Bates
St Albans,Hertfordshire
Summary
An accomplished Manager with a strong background in driving change, client management, staff and client coaching, developing new processes, and supporting the delivery of projects. Recognised by peers and senior managers as a pioneer of change and a valuable team member. Strongly focused on customer outcomes, quality end user experience, stakeholder management, quality, governance, and commercial factors. Equipped with sound relationship building and leadership skills, extracting maximum results from colleagues, operational partners, and third parties. An engaging, transformational leader with interpersonal skills, able to develop high-potential team members. Comfortable with high accountability and decision-making responsibility, setting precedents and influencing others through leading by example and advocating best practices.
Overview
23
23
years of professional experience
Work history
Operations Manager
McCarthy and Stone
London
09.2023 - Current
- Oversee operations of 20 sites, including 5 Retirement Living Plus 24/7 sites
- Lead and mentor community staff, conducting performance reviews and training
- Develop and manage budgets, implementing cost-control measures
- Oversee Section 20 works compliance and budgeting
- Maintain high living standards and address resident concerns promptly
- Ensure compliance with laws, regulations, and company policies
- Conduct safety audits and implement corrective actions
- Coordinate timely repairs and preventive maintenance
- Complete CQC audits for Retirement Living Plus sites.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Organised financial and operational data to help with yearly budgeting and planning.
- Established clear budgets and cost controls strategies to meet objectives.
Area Manager
Firstport Property Management Services
08.2022 - 09.2023
- Managed performance of 20 sites across Hertfordshire to meet key metrics
- Recruited, developed, and retained staff
- Oversaw Health and Safety, Fire Risk Assessments, RIDDOR, and compliance
- Supported other areas as needed
- Set clear objectives for individuals and developments
- Managed budgets and accounts for sites
- Sought new business opportunities to grow site numbers
- Collaborated with regional manager to promote wider business initiatives.
- Resolved conflicts promptly to promote positive environments for customers.
- Conducted training sessions to educate employees on best practices and procedures, increasing team performance.
- Established budgets for programme activities and controlled expenditure to meet targets.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Optimised sales methods to best engage, acquire and retain customers.
Client Services and Operations Manager
Phare Financial Services
04.2021 - 08.2022
- Developed customer strategies to drive acquisition and retention
- Handled escalated customer complaints and queries
- Promoted high-performance culture for customer service excellence
- Managed client onboarding lifecycle and gathered client insights
- Ensured compliance with regulatory standards
- Implemented service improvements, including Salesforce CRM tool
- Managed high-performing team with continuous performance improvements
- Identified training needs through analysis and regular 1-2-1s.
Guest Services Manager
TJX Europe Watford
12.2019 - 09.2020
- Managed Front of House/Guest Services for TJX Europe Campus
- Supported 3000 associates with guest services delivery
- Trained and managed a team of nine, enhancing productivity
- Executed HR policies, including performance improvement plans
- Planned resources based on workload and team productivity analysis
- Managed projects with focus on timing, scope, and budgets
- Adapted team operations for remote work during Covid-19
- Proposed innovative ideas for operational readiness.
Hub/Cluster Manager
Lloyds/TSB
01.2002 - 11.2019
- Managed three branches serving 2100 customers weekly, leading a team of 20
- Delivered on KPIs and corporate metrics, enhancing customer portfolio
- Supported culture change from Lloyds TSB to TSB
- Handled customer queries and complex complaints daily
- Guided Bank Assistants on product offerings and solutions
- Led strategic planning for membership arrangements, promoting collaboration.
Skills
- Leadership: Successful at managing teams and achieving high performance Promotes team empowerment and engagement
- Project Management: Achieves time, cost, and quality targets with robust planning and risk management
- Strategic Approach: Develops business-driven, client-focused solutions with strong documentation and communication skills
- Commercial Acumen
- Relationship Development
- Change Management
- Complex Problem Solving
Custom
- Level 4 DIPFA
- Prince2 Foundation and Practitioner
- Certificate in Financial Services
- Certificate in Retail Banking and Services
Timeline
Operations Manager - McCarthy and Stone
09.2023 - Current
Area Manager - Firstport Property Management Services
08.2022 - 09.2023
Client Services and Operations Manager - Phare Financial Services
04.2021 - 08.2022
Guest Services Manager - TJX Europe Watford
12.2019 - 09.2020
Hub/Cluster Manager - Lloyds/TSB
01.2002 - 11.2019
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