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Management Manager

Edinburgh, Edinburgh, United Kingdom
October 24, 2016

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** ***** ***** **** ******** Glasgow G75 8FJ H. 013**-****** M. 075********


Operations & Training Manager with 18 years of expertise in performance management, succession planning and process improvement. Strategic planner with strong communication skills and attention to detail. Organised individual possessing strong interpersonal skills. Nurtures business partnerships and builds trust with managers and employees to create a positive work environment.



Operations & Training Manager

esure services ( Financial Service Sector )

•Ensuring company compliance with all legislation while motivating and developing Team Managers to deliver organisational targets

•Delivery of training to managers on quality training, training on effective recruitment and performance management

•Successful in leading necessary change process in implementing lean management within the organisation

•Project management - leading & supporting business related projects to drive operations and the business forward

•Providing comprehensive high quality customer focused support across a broad range of operational activities

•Coordinating with all people managers in all employee related issues regarding employee investigations, absence issues, counselling, grievance and disciple etc

•Led a comprehensive induction and ongoing training and development programme for 650+ staff

•Designed induction material to incorporate a blended approach to learning which resulted in a reduction in training time of 5 days and a 15% uplift in quality results

•Working closely with senior management to identify, develop and implement a development program in line with the business objectives

•Responsible for talent pipeline and succession planning for operations area in Glasgow & Manchester site

•Introduced an Aspiring Team Leader Programme which resulted in 80% of the candidates successfully achieving internal promotions

•Analysed and modified compensation and benefits policies to establish competitive programmes and ensure compliance with legal requirements.

•Handled understaffing, disputes, terminating employees and administering disciplinary procedures

•Resolved employment related disputes through proactive communication

•Administered compensation, benefits and performance management systems

•Initiated rollout of new software solution for knowledge database

•Introduced training database to capture induction and ongoing training of staff

•Overall responsibility of training budget for operations area ( £150,000+)


•Managed multiple inbound/outbound campaigns for utilities/telecoms/insurance sectors

in an outsource capacity

•Start up of two new contact centres dealing with advertising, recruiting, training, day to day management of staff at all levels

•Trained, coached, developed and mentored staff to ensure smooth adoption of new campaigns

•Consistently achieved against client KPI’s whilst successfully growing campaigns from initial set up of 40 FTE to 150 FTE across two operational sites

•Implemented innovative programmes to increase employee loyalty and reduce staff turnover

•Established operational objectives and work plans delegating assignments to line managers

•Conducted monthly 121’s, PDP’s, PIP’s and annual appraisals setting stretching targets with the objective of driving continuous improvements

•Held monthly operational risk meetings, producing comprehensive reports for both senior managers and external clients


•University of Strathclyde MsC Human Resource Management. Course content Employment Law/ Employee Relations /Human Resource Management / Presentation Skills/ Negotiation Skills/ Conflict Management/Change Management/ Statistical Reporting/Research Methods Sept 2014 - May 2016

•CIPD Accredited Course ( Chartered Member )

•College of Nautical Studies HNC Social Sciences. Course content Sociology/Psychology/Politics/Criminology/History Aug 1993 - Aug 1994

•Key Trainer Skills Course

•Presentation Skills Course

•Managing Team Conduct

•Coaching Skills Course

•Health & Safety

•Regulatory Risk

•Microsoft Word/Excel/PowerPoint

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