Strategic role focussing on the development: design: and promotion of accredited management development. A proactive consultancy role providing executive coaching and specialising in business growth and transformational change initiatives in both the private and public sector. Management and co-ordination of large team of specialised and accredited consultants. Project management of long term contracts. Diagnostics: problem resolution: quality assurance. Through effective product development: marketing initiatives and customer relationship management business turnover has increased by 45% over a 2 year period.

HR specialist directly responsible for building and enhancing relationships with internal and external customers. Through the effective leadership and guidance of the HR, Recruitment and Operational Training function (c. 35 colleagues) provides an innovative, ‘1st class’ service to c1,600 colleagues within a fast changing multi-site Contact Centre environment. Realised demanding targets including managing absence from 19% to 5% and attrition from 22% to 15%.
A recognised and valued member of the senior management team who initiates and leads a variety of HR/Operational projects to meet long term business improvements. Regularly commission colleague and customer opinion surveys to benchmark advocacy; measure our successes; and prioritise future management activity.

In addition to managing the HR function, while recruiting for a permanent Operations Manager, successfully managed our Dundee Contact Centre Operation. Ensured demanding growth plans (from a single to multi product 100 to 350 seat contact Centre over a 6 month period) were met within budget while maintaining the day to day responsibility of all aspects of the Operation. This included ensuring service/sales quality and risk targets were met; effectively interpreting management information; technology and telephony problem resolution at pace; and delivery of effective short/long term resourcing solutions.

Design and successful delivery of Flexible Benefits programme across a diverse customer base within the Bank of Scotland group (c20, 000 colleagues). Involved the identification of the external Consultancy team to work with and the subsequent effective management of this team; researching and negotiating competitive 3rd part benefit suppliers; the communication and education of the programme at all levels to ensure take up targets were met; external communication to promote programme and Bank’s brand; communication of progress against project timeline to key stakeholders including Board members and Divisional Directors; and the management of the internal administration team followed by the outsourcing of this central team.
Worked with a team of external Consultants to research, design and implement a Total Reward statement to ensure colleagues gained a true insight into the value of their reward package.
In addition to these specific projects used a consultative approach to influence strategic solutions at board level particularly relating to the pension scheme; executive remuneration and benefits; pay negotiation; and policy design/implementation.

Designed and successfully implemented a market related pay and performance management system, which required strong initial and ongoing union negotiation and effective employee relationship management. In addition to this project successfully performed a strong HR generalist role responsible for the provision of an effective professional service to c1900 colleagues across 2 sites

A specialist training role providing accredited training to a variety of customers including Scottish Provident, M&S, BT, Hilton Group and Napier University. Responsible for negotiating and securing training contracts: designing and delivering training programmes: and recruiting and training colleagues.