Tracey Cramond

Working with the NHS and wider public sector to shape the end-to-end patient safety experience, drive transformation across key stages of the patient safety journey. Work to deepen relationships with our customers to achieve their targets.

• Account Management of key NHS Customer Trusts engaging via various channels, more prominently via trust-based Directors of Procurement and Heads of Procurement.
• Lead on customer experience strategy and take responsibility for planning, developing and managing two geographical regions, North East & Cumbria and Yorkshire & the Humber.
• Lead on customer communication and engagement plans aimed to increase uptake of SBS frameworks, Collaborative Procurement Partnerships, Bespoke Procurement Projects, Data Analysis and wider business services.
• Advise customers of new procurement opportunities, framework pipeline, trust spend analysis and interpretation of procurement reports on a daily, monthly and annual basis.
• Provide innovative solutions/ideas to meet the customer needs that showcases our brand.
• Responsible for ensuring customer satisfaction across all engagement points is paramount and embed relevant measurements across a range of corporate events and customer focused activities.
• Customer Experience and Relationship Management Drive a ‘customer first approach'.
• Develop holistic customer journeys and work with our wider business team to shape all customer touchpoints: events, digital and print communication, social media interactions.
• Develop and implement an overarching customer communication plan, in relation to customer information needs. Listening to the customer's voice, taking on board their positive/negative feedback to improve quality of service provided by all SBS lines of business. Including Net Promoter Scores, recommending/implementing service improvements as required.
• Work across the wider business service lines to bring together meaningful solutions to meet the customer requirements.
• Cultivated long-term partnerships with key stakeholders leading to consistent business growth.

Events/ Experiential marketing

Development, management, implementation of customer events, events that are tailored to meet the needs of the customer, bringing together business services lines, innovation, solutions, and industry. Knowledge share, educational and training facilitation.

• Formed the contracting and supplier strategy as an effective, high quality, contracting function that took account of the national Test & Trace agenda for COVID19. Included developing internal and external relationships and managing the very detailed and highly complex (CR&E Commercial contracting value circa £1.5billion) contract management operating model/process.
• Provided a high level of technical expertise and structure to the contracting process within the Contracting and Supplier management team to ensure that the organisation was able to deliver against the contract, managing performance against KIs/SLAs as defined within the contract.
• Developed systems and processes to underpin robust contract management and reporting. Held a high level of personal responsibility and autonomy to act within the delegated area of responsibility, operating in a complex, multidisciplinary environment which required a high level of inter-personal, communication, influencing and negotiation skills to ensure delivery of objectives.
• Lead and managed the Contracting Management Team, supporting professional development and continuous improvement. Conducting training and guidance in line with their personal aspirations.
• Manage the delivery of any remedial action plans arising under the contract. Including leading remedy process, litigation, mediation, supplier expectations, supplier audits, and preparing ministerial briefs for the Secretary of State for Health. This also included the management and preparation of DHSC media communication requests, Freedom of Information requests, Members of Parliament requests, etc.
• Deputise for Deputy Director of CR&E at Test & Trace Senior Leadership meetings, presenting all contract remedy status updates.
• Provide consultation and advisory services to the Category teams and support their objectives around pre-contract activity, sourcing, procurements etc. Manage the market engagement, public sector healthcare compliance and governance.
• Responsible for overall delivery, performance, and line management of consultants/contractors, etc. in line with the NHS Shared Business Services (SBS) contract and reporting on revenue for the SBS contract.
• Developed Dynamic Purchasing System and suite of documents to enable a compliant route to market for suppliers wishing to work with T&T.
• Appointed as Well-being Champion for the wider team and appointed as Engagement & Well-being Ambassador on the programme-wide team for UKHSA.

• Implementation project for GS1 & PEPPOL standards within the Healthcare Sector. Working on the e-procurement workstream (P2P - Purchase to Pay) at the North Tees & Hartlepool NHS Foundation Trust, to introduce and implement the GS1 global standards for people (GSRN - Global Service Relation Number), product (GTIN - Global Trade Item Number) and place (GLN - Global Location Number) within the healthcare environment.
• Working on the P2P element of the programme, encompassed all areas of activity across the hospital and patient community environment and impacts all areas of the initial Scan4Safety project requirements. Involved with the allocation and deployment of the GLNs across all three hospital sites, setting the deployment project plans, gap analysis, process mapping, audits and scoping and writing standard operating procedures to ensure sustainable business as usual process is embedded.
• Instrumental in assisting the clinical workstream team to engage with hospital staff, clinicians and suppliers to work together to find not only best practice, but also but source best product to produce patient/staff identification. Delivering awareness presentations across all directorates throughout the Trust to share the programme, its deliverables and expected outcomes.
• A large focus within the programme was catalogue and master data management, working with the marketplace to achieve "one version of the truth" around product data and pricing for healthcare
• Lead on supplier engagement to the programme, hosting and facilitating large supplier/Trust workshops and events to share the programme requirements and stimulate engagement and programme uptake.
• Lead the Department of Health & Social Care supplier adoption initiatives for Scan4Safety and PEPPOL, sharing the programme requirements to achieve the programme success.

May 2015 to Jan 2016 Senior Procurement Officer (promotion)

Responsible for the successful completion and implementation of tendering exercises at all financial limits, using electronic procurement systems to ensure value for money (VFM) for the Trust stakeholders in line with Trust SFI's and Procurement Legislation. Responsible for collating business case cost requirements to include sourcing options in line with Trust SFI's and Procurement Legislation.

Assess customer's requirements, identify appropriate suppliers, analyse financial and purchasing data for tenders and quotations and options for purchases and contract awards. Possess a good understanding of the Public Contracts Regulations (EU Law) and their application within a public sector environment. Lead role for contract Management for all relevant strategic contracts.

April 2014 to May 2015 Contract Support Officer (promotion)

Lead role, managing procurements under EU threshold (£113k and under). Assist the Directorate Procurement Manager managing the issuing of EU tenders as required (contracts over and above £113K)

Undertake lead role for Contract Management for all relevant strategic contracts. Conduct new products/equipment trial exercises with Trust stakeholders to explore new innovative products/equipment for the benefit of patient safety and care.

Feb 2013 to April 2014 Divisional Procurement Support

Provide support to Divisional Procurement Manager in respect of any public procurement initiatives or projects, including collection and collation of information, data analysis, running procurement exercises, issuing adverts, e-sourcing, running of trials, awarding contracts, assisting in evaluation process, stakeholder engagement, etc.

• Single point of contact for all internal and external customers of The Stanland Group Ltd for business improvement projects, environment, health and safety and human resources.
• Support Managing Director in Business Improvements/Human Resources, Health & Safety and Environment capacity.
• Key interface for the Sales team, preparing and running meetings, monitoring sales activity and assisting with business development activity/projects, supplier management, customers, tenders etc.
• Monitor overall effectiveness of the company's processes and procedures to ensure procedural and system weaknesses are addressed.
• Maintain admin performance at optimum levels, ensuring all key targets are met and reviewed to meet the changing needs of the company.
• General point of contact for the management team and all company employees, HR on related business needs, including headcount queries, vacancies, flexible resourcing.
• Continuous improvement initiatives, work to encourage and progress continuous improvement in the workplace. To be fully conversant with and practice the principles of the data protection act at all times.
• Create and maintain a safe working environment in accordance with Health and Safety and Environment Policy as the appointed responsible person of the Health & Safety team for the company. Work towards preparing the company for OHSAS 18001 and ISO 14001 accreditation implementing controls and conform to corporate policy around structure, process and performance.
• Responsible for environment, energy and waste management for the company.

Note:

This was a family business looking to improve processes and structure in order to place the business on the market to sell. Business was sold to LTA November 2012 and TUPE/redundancy programme commenced.

• Point of contact for all external customers of Berco UK. Escalation support to senior managers.
• Manage all purchasing costs and supplier contracts for Berco UK.
• Key interface for the ThyssenKrupp Purchasing Synergy meetings, projects, etc.
• Key interface for the ThyssenKrupp Health & Safety Synergy meetings, projects, etc.
• Manage and maintain key supplier/stakeholder relations to develop best business practice for all purchasing activity of Berco UK.
• Maintain admin performance at optimum levels, ensuring all key targets are met and reviewed to meet the changing needs of the company.
• Work in partnership with HR on related business needs, including headcount queries, vacancies, flexible resourcing. Continuous improvement initiatives.
• Collaborate with Quality Assurance to encourage and progress continuous improvement in the workplace.
• Maintain a safe working environment in accordance with Health and Safety and Environment Policy as a member of the Health & Safety team.
• Work as part of a team to achieve and maintain OHSAS and ISO 14001 accreditation implementing controls and training in conjunction with one other team member. Accreditation achieved September 2009.

• Co-ordinate and streamline Department activities.
• Central point of contact for the Provide team and Customer Operations management, as well as internal and external customers, e.g. Sales, Field, Networks, Faults.
• Enhance, improve and maintain communication channels with the team, suppliers, consumers and other departments.
• Point of contact for customer escalations and management support.
• Provide leadership and direction to the Admin team to create customer focused environment. Manage and motivate site based Team Admin support in Glasgow and Sheffield. Conduct 1-2-1s, performance appraisals, identify training needs, coach and implement training where appropriate and performance manage Team Admin personnel.
• Track and monitor all relevant cost centre reports, address anomalies with Finance and site management.
• Monitor overall effectiveness of departments to ensure procedural and system weaknesses are addressed.
• Generate reports from reporting tools and various systems on team performance etc.
• Ensure good relations are established and maintained with key inter-facing departments/stakeholders.