Operations Manager with 20+ years’ experience leading large-scale service environments across public sector, financial services, telecommunications, and ICT. Skilled in 24/7 operational management, workflow optimisation, incident escalation, quality assurance, and building high-performing teams. Proven ability to design operational frameworks, improve service delivery, strengthen compliance, and deliver measurable cost savings.
Overview
22
22
years of professional experience
Work history
Out-of-Hours Operational Manager
Careium
Blackburn, Blackburn with Darwen
2026.03 - 2026.08
Lead OOHs operational department supporting 67 public sector and commercial clients. Responsible for strategic oversight of 75 staff, operational governance, risk management, and service continuity across emergency housing repairs, homelessness support, and statutory services.
Key Responsibilities & Achievements
Manage 75 staff including 4 Team Leaders and 71 frontline advisors across rotating shifts.
Implemented management structure ensuring consistent coaching, 1:1s, and operational reporting.
Implemented Quality Assurance framework with weighted scorecards.
Conduct workflow audits to identify single points of failure and implement root-cause solutions.
Create SOPs and master skills matrix to optimise training and rota planning.
Develop centralised dashboards, trackers, and SLA monitoring tools for senior leadership.
Act as senior escalation point for major emergencies, IT outages, and safeguarding cases.
Test and maintain business continuity plans to ensure uninterrupted service.
Improve retention through recognition initiatives and enhanced communication.
Removed third-party partners, reducing annual spend by £192k.
Lead bi-weekly IT/client meetings to drive service improvements and automation.
Customer Service Team Leader (Contract)
Best Connection
Chorley, Lancashire
2025.09 - 2025.12
Managing teams supporting UK-wide distribution of equipment and parts for engineers and contractors.
Key Responsibilities
Performance management and objective setting.
SLA monitoring, daily coaching, and weekly 1:1s.
SOP development and weekly team briefs.
Recruitment, HR hearings, and staff engagement.
Rota creation, timecard management, and recognition initiatives.
Fraud Operations Team Manager (Lloyds Banking Group)
Concentrix
Manchester
2022.08 - 2025.09
Leading 13 fraud investigators handling high-value cases.
Key Responsibilities
Performance management and weekly development sessions.
Oversight of investigations, monitoring, and case quality.
Delivery of client training packs and bi-weekly team briefs.
HR hearings, rota management, and staff engagement.
Management of vulnerabilities, complaints, VOYC and NPS.
Operations Customer Service Team Manager (BT Contract)
Concentrix
Manchester
2020.12 - 2022.08
Managed 18 technical support advisors delivering customer and technical support.
Key Responsibilities
Daily coaching, call monitoring, and performance management.
Recruitment, HR hearings, and weekly team briefs.
NPS improvement and escalation handling.
Shift/timecard approvals and continuous service improvement.
ICT Team Leader
Intercity Technology Ltd
Bolton
2014.01 - 2020.01
ICT Service Desk Manager delivering white-labelled services for healthcare and public sector clients.
Key Responsibilities
KPI management, incident handling, and ITIL-aligned service delivery.
Monthly customer review meetings and bespoke reporting.
Staff coaching, recruitment, and quarterly performance reviews.
Creation of workflows, processes, and service descriptions.
Continuous improvement and complaint investigation.
Developed strategies for improved performance levels
Conducted regular performance reviews to identify areas of improvement for each team member.
<ul>
<li>Hours per week: 40.</li>
</ul>
<p><strong>Duties, Accomplishments, and Related Skills:</strong></p>
<ul>
<li>Supervise and coordinate daily administrative workflows for a team of 15 employees, ensuring timely task execution, adherence to protocols, and consistent performance monitoring.</li>
<li>Maintain accurate records and documentation related to property intake, detainee processing, transportation, and deportation; verify and audit files to ensure regulatory compliance, and data integrity.</li>
<li>Execute high-volume data entry (up to 8 hours per day), including the entry of case notes, customs documentation, custody logs, and internal reports into secure federal databases.</li>
<li>Develop, review, and edit administrative reports and forms for internal use and government audits; ensure completeness, accuracy, and policy alignment.</li>
<li>Serve as the primary liaison between facility staff, supervisors, and stakeholders; facilitate clear, professional communication, and documentation flow across departments.</li>
<li>Identified discrepancies in data entries and corrected them accordingly.</li>
<li>Oversee inventory control processes, including the secure receipt, tracking, and storage of personal property, using standardized procedures and government tracking systems.</li>
<li>Conduct routine audits and quality control reviews to ensure that administrative practices meet federal operational standards.</li>
<li>Apply sound judgment to evaluate options, solve problems, and make informed recommendations on administrative and operational matters, contributing to efficient workflow management, and compliance with agency standards.</li>
<li>Assist in developing and revising privacy and security policies concerning Personally Identifiable Information (PII); identify potential compliance risks, and recommend solutions.</li>
<li>Coordinate logistics for detainee transportation to court and medical appointments, manage schedules, and track movement through detailed administrative planning.</li>
<li>Conduct roll calls, and ensure accountability through diligent documentation, system updates, and status reporting.</li>
</ul>
<p>Supervisor: Scott Jackson (949) 456-2706.</p>
<p>Permission to contact: Yes.</p> at ProTech USA LLC, Government Contracting<ul>
<li>Hours per week: 40.</li>
</ul>
<p><strong>Duties, Accomplishments, and Related Skills:</strong></p>
<ul>
<li>Supervise and coordinate daily administrative workflows for a team of 15 employees, ensuring timely task execution, adherence to protocols, and consistent performance monitoring.</li>
<li>Maintain accurate records and documentation related to property intake, detainee processing, transportation, and deportation; verify and audit files to ensure regulatory compliance, and data integrity.</li>
<li>Execute high-volume data entry (up to 8 hours per day), including the entry of case notes, customs documentation, custody logs, and internal reports into secure federal databases.</li>
<li>Develop, review, and edit administrative reports and forms for internal use and government audits; ensure completeness, accuracy, and policy alignment.</li>
<li>Serve as the primary liaison between facility staff, supervisors, and stakeholders; facilitate clear, professional communication, and documentation flow across departments.</li>
<li>Identified discrepancies in data entries and corrected them accordingly.</li>
<li>Oversee inventory control processes, including the secure receipt, tracking, and storage of personal property, using standardized procedures and government tracking systems.</li>
<li>Conduct routine audits and quality control reviews to ensure that administrative practices meet federal operational standards.</li>
<li>Apply sound judgment to evaluate options, solve problems, and make informed recommendations on administrative and operational matters, contributing to efficient workflow management, and compliance with agency standards.</li>
<li>Assist in developing and revising privacy and security policies concerning Personally Identifiable Information (PII); identify potential compliance risks, and recommend solutions.</li>
<li>Coordinate logistics for detainee transportation to court and medical appointments, manage schedules, and track movement through detailed administrative planning.</li>
<li>Conduct roll calls, and ensure accountability through diligent documentation, system updates, and status reporting.</li>
</ul>
<p>Supervisor: Scott Jackson (949) 456-2706.</p>
<p>Permission to contact: Yes.</p> at ProTech USA LLC, Government Contracting