Summary
Overview
Work history
Skills
REFERENCES
Timeline
Generic

Steve Healey

Greater Manchester

Summary

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.
  • Coordinated daily tasks, ensuring smooth workflow.

National Fraud Authority

Action Fraud
Manchester
2013.03 - 2013.12
  • Supported national fraud intelligence operations, Home Office, City of London Police, NFIB, and Victim Support.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Team Manager / Head of BTEC (Manchester)

Edexcel Pearson UK
Manchester
2007.07 - 2012.03
  • Leading 70 specialists team members and managed IT systems in Manchester.
  • Key Responsibilities
  • KPI management, MI reporting, and staffing analysis.
  • Coaching, counselling, and staff development.
  • SharePoint stakeholder/developer and business continuity planning.
  • Process improvement and document management.
  • Led cross-functional teams for better coordination and increased efficiency.
  • Implemented new policies for improved staff productivity and morale.

Team Leader

Pearson VUE
Salford Quays
2004.06 - 2007.07
  • Managed a team of 15 CSRs supporting multiple clients including DSA, Barclays, NASD, IFS, and RCGP.
  • Key Responsibilities
  • Daily workload planning and KPI management.
  • Coaching, mentoring, and recruitment.
  • Complaint handling and client liaison.
  • Creation of training materials and scripts.

Skills

  • Operations Management
  • 24/7 Service Delivery
  • KPI & SLA Governance
  • Workforce Planning & Scheduling
  • Quality Assurance Frameworks
  • Risk Management & Root Cause Analysis
  • Business Continuity & Incident Response
  • Stakeholder & Client Management
  • Budget Control & Vendor Reduction
  • Process Improvement & Change Management
  • Coaching, Leadership & Staff Development
  • Performance Dashboards & Reporting
  • Microsoft office suite proficiency
  • Efficient delegation
  • Results-Driven approach
  • Leadership excellence
  • Customer relationship management
  • Workflow optimization
  • Business process improvement
  • Stakeholder management
  • Operational strategy

REFERENCES

Available on request.

Timeline

Out-of-Hours Operational Manager

Careium
2026.03 - 2026.08

Customer Service Team Leader (Contract)

Best Connection
2025.09 - 2025.12

Fraud Operations Team Manager (Lloyds Banking Group)

Concentrix
2022.08 - 2025.09

Operations Customer Service Team Manager (BT Contract)

Concentrix
2020.12 - 2022.08

ICT Team Leader

Intercity Technology Ltd
2014.01 - 2020.01

National Fraud Authority

Action Fraud
2013.03 - 2013.12

Team Manager / Head of BTEC (Manchester)

Edexcel Pearson UK
2007.07 - 2012.03

Team Leader

Pearson VUE
2004.06 - 2007.07
Steve Healey