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Jayne Lowndes cv Sales Management update july 2015

A results-driven, dedicated professional with solid management experience gained in Marketing, Artist Management, Business Development, Customer Sales, Service and Retention, within the Financial / Compliance Insurance Industry and Call Center Sales / Employment / Recruitment Operations and Field Financial Sales. An effective communicator at all levels, good problem solving, analytical and organisational skills, and a highly motivated leader with excellent people management skills.

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JAYNE LOWNDES
15 Paddock View, Doncaster, DN1 2DA
Mobile: 07852406282
jaynelowndes@hotmail.co.uk
http://jaynelowndes.wix.com/curriculum-vitae
A results-driven, dedicated professional with solid management experience gained in
Marketing, Artist Management, Business Development, Customer Sales, Service and
Retention, within the Financial / Compliance Insurance Industry and Call Center Sales /
Employment / Recruitment Operations and Field Financial Sales.
An effective communicator at all levels, good problem solving, analytical and
organisational skills, and a highly motivated leader with excellent people management
skills.
SUMMARY OF QUALIFICATIONS
• Extensive experience performing and leading an operational team to deliver against challenging and
frequently changing objectives and managing client accounts.
• Solid knowledge of the Insurance / Financial Services Industry and Compliance with a proven record
of managing change and managing people through change. (Including Lean practice trained)
• Well-organized, self-motivated individual with ability to rapidly learn new tasks and teach / coach
others.
• Track record for consistently meeting goals and delivering a high level of job performance and
revenue.
• Proven ability to build strong customer/client relationships especially within B2B and B2C
sales/recruitment.
PROFESSIONAL EXPERIENCE
Solo Artist Management 2008 –
Present
Part-time
Manage all aspects of the artist’s meetings, studio time, tour schedule and public appearance schedule
Act in a “mother and brother” role, guiding and protecting the artist from emotional harm which may inhibit
their ability to produce music.
Seek to add value to the artist by ensuring they are able to focus purely on writing and recording music to
a very high standard.
Deal with record company negotiation and appoint a solicitor to take responsibility of legal matters
Handle publications, marketing, branding, promotions and hiring enquiries and continually work in building
the artist’s public profile.
Exploit marketing opportunities.
Conclude high-level negotiations and understand how to deliver against established objectives
Use of social media advertising, marketing materials, business cards, posters, fliers, full 360 marketing
promotion.
Plan and schedule gigs, events, festivals.
Provident Financial Group June 2014
– Oct 2014
Development Manager
Leads and supports a team of self-employed Agents to help them maximise sales and collections,
enabling them to issue new loans through building product awareness in their geographical area
increasing new customer base and retaining existing customers via incentive tools.
• Using sales, business development, marketing techniques and networking in order to attract new
business and retain existing business.
• Drive peak performance and sales success across the organization.
• Full Administration cycle of loan process, compliance process, payment process.
• Motivate and encourage new and existing self-employed Agents to help grow the business and
exceed the branch objectives.
• Conduct home visits to potential and current customers when required.
• Visit customer homes on a weekly basis to collect arrears payments.
• Develop long term relationships with customers and encourage customer growth.
• Provide necessary support, guidance and coaching to Agents to improve individual performance.
• Manage customer repayments through the use of management information.
• Co-ordinate and participate in growth initiatives such as liaison with external sales people and own
section canvass activity.
• Taking control of your sections budget by assessing gaps and cost saving strategies.
• Support the Area Manager in finding and selecting new Agents.
• Provide structured support and tuition to new Agents both in branch, and through dual-visitation to
customers.
• Promote excellent relationships with customers ensuring that agreed standards of service are
maintained and problems are resolved.
• Build rapport and developing solid professional relationships.
• Plan, organise and monitor my effectiveness and the results of the team.
• Complete administration and documentation relevant to the role, and advise Agents on the same,
ensuring all meets compliance regulations.
• Ensure agents/agency are operated in line with legislation and Company policy.
Wise Ability Employment / Recruitment Services July 2013 – June
2014
Recruitment Consultant
Work in a target driven environment to achieve individual and team goals.
Progressing customers to sustainable employment through achievement of required KPI’s, compliance
and customer service standards.
Manage customers through diversity & equality ensuring every customer receives ‘treating customers
fairly’ approach. Work with the long term unemployed to reach sustainable employment.
Key Tasks
• Using sales, business development, marketing techniques and networking/promoting brand via
recruitment events in order to attract business from client companies.
• Visiting clients to build and develop account relationships.
• Developing a good understanding of client companies, their industry, what they do and their Work
culture and environment.
• Marketing and Advertising vacancies by drafting and placing adverts in a wide range of media, for
example:
Job boards, newspapers, magazines, social media etc.
• Using social media to advertise positions to attract candidates and build relationships with
candidates and employers.
• Headhunting - identifying and approaching suitable candidates who may already be in work.
• Using candidate databases to match the right person to the client's vacancy.
• Receiving and reviewing applications, managing interviews and tests and creating a shortlist of
Candidate’s for the client.
• Requesting references and checking the suitability of applicants before submitting their details to the
client.
• Briefing the candidate about the responsibilities, salary and benefits of the job in question.
• Preparing CVs and correspondence to forward to clients in respect of suitable applicants.
• Organising interviews for candidates as requested by the client.
• Informing candidates about the results of their interviews.
• Negotiating pay and salary rates and finalising arrangements between client and candidates.
• Offering advice to both clients and candidates on pay rates, training and career progression.
• Working towards and exceeding targets that may relate to the number of candidates placed, a value
to be billed to clients or business leads generated;
• Reviewing recruitment policies to ensure effectiveness of selection techniques and recruitment
programs.
• Meet and exceed personal target and performance measures.
• Achieve daily targeted recruitment / vacancy sales calls to employers to progress customers to
sustainable employment.
• Conduct effective job matching of customers to vacancies, selling customers to employers for
interview process.
• Conduct & facilitate compliant customer introductory ‘Welcome Sessions’ to the programme.
• Complete robust Personal Profile and Employment Plans and Action Plans to progress customers on
a designated caseload to sustainable employment through adhering to SSMART target setting
principals and reviews.
• Manage all administration files to contractual compliance requirements.
• Agree/process customer travel payments and expenses.
• Arrange and conduct appointments within required timescales & guidelines and achieving KPIs.
• Facilitate meaningful activity through 1:2:1 appointments, structured group activity and 3rd party
provisions to progress customer towards sustainable employment.
Zootalore Recruitment Education Services Sept 2012 – May 2013
Commercial Sales Operations Manager
Full Operational management of a B2B Call Centre Recruitment Educational Sales Department selling
NVQ and apprenticeship programs to business’s UK wide on behalf of college accounts and recruitment
of education staff.
• Customer/Client and Supplier relationship building management.
• Business Development – delivery of new business propositions
• Following up new business opportunities and setting up meetings.
• Planning and preparing presentations.
• Communicating new product developments to prospective clients.
• Overseeing the development of marketing literature.
• Operations Real Time Management – Aspect, Agent Admin.
• Call routing, effective staff scheduling, using work force management tools.
• Introduced: CRM system with IT manager, performance management process, HR process, bonus
incentive scheme, employee handbook, employee bonus tracking system via excel, client
performance tracking system and MI analysis system which was easy accessible for the Director.
• Wrote and implemented a script for account managers to use on B2B outbound calls.
• Accountability: 12 account managers, finance manager and web design manager.
• Creative data processing and matching, sourcing new business data.
• Business improvement.
• Managed client accounts, campaigns and relationship building, assessed cost/resource against order
to ensure profitability.
• Analytical sales control to drive sales and revenue. To understand trends VS market competition.
• 360 Recruitment of all new staff, sourcing, job advertising and assessing candidates for interview and
completing interviews.
• Resourcing educations staff/apprentices/learners for third party employers, advertising their
vacancies, candidate registration, matching candidates to job spec and screen candidates for
interview. Once matched candidates and employer signed them they would then be signed as a
learner for further education programs.
• HR management (control absence, holidays, contracts, performance management, disciplinary
action)
• Records Management.
• Designed and deliver the companies new induction training for new staff.
• Report writing and creation of data spreadsheets to maximise sales control targets against accounts
budget and customer reporting.
• Review changing KPI structure and managed accordingly.
• Meet business target against budget.
• Monitor staff and identify training needs, complete monthly reviews and personal development plans.
• Deliver coaching, motivating, developing and retaining staff.
• Develop, train and mentor the department to deliver outstanding sales results.
• Ensured compliance was upheld at all times in line with business expectations.
• Monitoring call statistics in order to identify sales trends and training needs.
• Monitoring activity to ensure core KPIs are met on a daily, weekly and monthly basis.
• Regular one to ones with the Team leaders
• Manage staffing, SLA's and KPI's and regulatory compliance are managed and reviewed on a regular basis
• Plan and improve processes to deliver efficiencies via lean practice – continuous improvement
• Drive and motivate the team and maximising sales at every opportunity with stretch goals.
• Carry out responsibilities in accordance with the company’s T & C scheme ensuring that all telesales
operatives and team leaders have full product knowledge.
• Support the commercial director in arranging, managing and completing the induction process for all
starters, including achievement of and maintenance of competent status and according to the T & C
requirements.
RBS Group Sept 1998 –
Apr 2012
Specialist Sales Manager
• Managed sales and resourcing team of 24 FTE that achieves sales of over £200,000 GWP per
month.
• 2005 onwards managed Retention / Sales academy department of up to 93 FTE with 5 Team
Leaders that achieved retained sales of over £500,000 GWP per month. Rolled the sales academy
out in to the RBS and Natwest retail branches UK wide.
• Monitor calls to meet FSA compliance, report writing and script review to re-write to meet regulatory need of
the business.
• Monitor staff and identify training needs, complete monthly reviews and personal development plans.
• Operations Real Time Management – Aspect, Agent Admin.
• Call routing, effective staff scheduling, using work force management tools (Aspect, eWFM)
daily/hourly Optimisation changes, analysing intra-day performance data
• Design Sales / Improvement Workshops and Presentations for all levels of staff.
• Manage efficiency and SLA’s.
• 2010 – 2012 Complaints Manager - Identify issues/complaints to resolve and use these as case
studies to problem solve to continuously improve the business for the customer. Dealt with 2
nd
stage
complaints.
• 6 months project - Internal Communication Officer – Drafted and coordinated production of
internal communications for department. Produced and managed feed of news via internal
communications website intranet, newsletter, flyers, email shots and communication boards.
Relationship building with other sites to coordinate branch and call centre network communications.
• 2007 – 2012 Fraud Audit / Compliance Manager for Site (5 years’ experience), ensuring
department meet regulatory requirements and pass quarterly general insurance audit (GIA). Analyse
audit and action improvement areas from audit nationally. Created working document for all sites UK
wide to ensure improvement in audit results and carry out the Compliance Monitoring.
Provide ongoing support and guidance to the department to ensure that actions fulfill regulatory
requirements.
Complete reports of audit findings are completed, including suggestions for actions and present this
to site managers.
Assessed fraud referrals to determine investigation requirements.

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Jayne Lowndes cv Sales Management update july 2015

  • 1. JAYNE LOWNDES 15 Paddock View, Doncaster, DN1 2DA Mobile: 07852406282 jaynelowndes@hotmail.co.uk http://jaynelowndes.wix.com/curriculum-vitae A results-driven, dedicated professional with solid management experience gained in Marketing, Artist Management, Business Development, Customer Sales, Service and Retention, within the Financial / Compliance Insurance Industry and Call Center Sales / Employment / Recruitment Operations and Field Financial Sales. An effective communicator at all levels, good problem solving, analytical and organisational skills, and a highly motivated leader with excellent people management skills. SUMMARY OF QUALIFICATIONS • Extensive experience performing and leading an operational team to deliver against challenging and frequently changing objectives and managing client accounts. • Solid knowledge of the Insurance / Financial Services Industry and Compliance with a proven record of managing change and managing people through change. (Including Lean practice trained) • Well-organized, self-motivated individual with ability to rapidly learn new tasks and teach / coach others. • Track record for consistently meeting goals and delivering a high level of job performance and revenue. • Proven ability to build strong customer/client relationships especially within B2B and B2C sales/recruitment. PROFESSIONAL EXPERIENCE Solo Artist Management 2008 – Present Part-time Manage all aspects of the artist’s meetings, studio time, tour schedule and public appearance schedule Act in a “mother and brother” role, guiding and protecting the artist from emotional harm which may inhibit their ability to produce music.
  • 2. Seek to add value to the artist by ensuring they are able to focus purely on writing and recording music to a very high standard. Deal with record company negotiation and appoint a solicitor to take responsibility of legal matters Handle publications, marketing, branding, promotions and hiring enquiries and continually work in building the artist’s public profile. Exploit marketing opportunities. Conclude high-level negotiations and understand how to deliver against established objectives Use of social media advertising, marketing materials, business cards, posters, fliers, full 360 marketing promotion. Plan and schedule gigs, events, festivals. Provident Financial Group June 2014 – Oct 2014 Development Manager Leads and supports a team of self-employed Agents to help them maximise sales and collections, enabling them to issue new loans through building product awareness in their geographical area increasing new customer base and retaining existing customers via incentive tools. • Using sales, business development, marketing techniques and networking in order to attract new business and retain existing business. • Drive peak performance and sales success across the organization. • Full Administration cycle of loan process, compliance process, payment process. • Motivate and encourage new and existing self-employed Agents to help grow the business and exceed the branch objectives. • Conduct home visits to potential and current customers when required. • Visit customer homes on a weekly basis to collect arrears payments. • Develop long term relationships with customers and encourage customer growth. • Provide necessary support, guidance and coaching to Agents to improve individual performance. • Manage customer repayments through the use of management information. • Co-ordinate and participate in growth initiatives such as liaison with external sales people and own section canvass activity. • Taking control of your sections budget by assessing gaps and cost saving strategies. • Support the Area Manager in finding and selecting new Agents. • Provide structured support and tuition to new Agents both in branch, and through dual-visitation to customers. • Promote excellent relationships with customers ensuring that agreed standards of service are maintained and problems are resolved. • Build rapport and developing solid professional relationships.
  • 3. • Plan, organise and monitor my effectiveness and the results of the team. • Complete administration and documentation relevant to the role, and advise Agents on the same, ensuring all meets compliance regulations. • Ensure agents/agency are operated in line with legislation and Company policy. Wise Ability Employment / Recruitment Services July 2013 – June 2014 Recruitment Consultant Work in a target driven environment to achieve individual and team goals. Progressing customers to sustainable employment through achievement of required KPI’s, compliance and customer service standards. Manage customers through diversity & equality ensuring every customer receives ‘treating customers fairly’ approach. Work with the long term unemployed to reach sustainable employment. Key Tasks • Using sales, business development, marketing techniques and networking/promoting brand via recruitment events in order to attract business from client companies. • Visiting clients to build and develop account relationships. • Developing a good understanding of client companies, their industry, what they do and their Work culture and environment. • Marketing and Advertising vacancies by drafting and placing adverts in a wide range of media, for example: Job boards, newspapers, magazines, social media etc. • Using social media to advertise positions to attract candidates and build relationships with candidates and employers. • Headhunting - identifying and approaching suitable candidates who may already be in work. • Using candidate databases to match the right person to the client's vacancy. • Receiving and reviewing applications, managing interviews and tests and creating a shortlist of Candidate’s for the client. • Requesting references and checking the suitability of applicants before submitting their details to the client. • Briefing the candidate about the responsibilities, salary and benefits of the job in question. • Preparing CVs and correspondence to forward to clients in respect of suitable applicants. • Organising interviews for candidates as requested by the client. • Informing candidates about the results of their interviews. • Negotiating pay and salary rates and finalising arrangements between client and candidates. • Offering advice to both clients and candidates on pay rates, training and career progression.
  • 4. • Working towards and exceeding targets that may relate to the number of candidates placed, a value to be billed to clients or business leads generated; • Reviewing recruitment policies to ensure effectiveness of selection techniques and recruitment programs. • Meet and exceed personal target and performance measures. • Achieve daily targeted recruitment / vacancy sales calls to employers to progress customers to sustainable employment. • Conduct effective job matching of customers to vacancies, selling customers to employers for interview process. • Conduct & facilitate compliant customer introductory ‘Welcome Sessions’ to the programme. • Complete robust Personal Profile and Employment Plans and Action Plans to progress customers on a designated caseload to sustainable employment through adhering to SSMART target setting principals and reviews. • Manage all administration files to contractual compliance requirements. • Agree/process customer travel payments and expenses. • Arrange and conduct appointments within required timescales & guidelines and achieving KPIs. • Facilitate meaningful activity through 1:2:1 appointments, structured group activity and 3rd party provisions to progress customer towards sustainable employment. Zootalore Recruitment Education Services Sept 2012 – May 2013 Commercial Sales Operations Manager Full Operational management of a B2B Call Centre Recruitment Educational Sales Department selling NVQ and apprenticeship programs to business’s UK wide on behalf of college accounts and recruitment of education staff. • Customer/Client and Supplier relationship building management. • Business Development – delivery of new business propositions • Following up new business opportunities and setting up meetings. • Planning and preparing presentations. • Communicating new product developments to prospective clients. • Overseeing the development of marketing literature. • Operations Real Time Management – Aspect, Agent Admin. • Call routing, effective staff scheduling, using work force management tools.
  • 5. • Introduced: CRM system with IT manager, performance management process, HR process, bonus incentive scheme, employee handbook, employee bonus tracking system via excel, client performance tracking system and MI analysis system which was easy accessible for the Director. • Wrote and implemented a script for account managers to use on B2B outbound calls. • Accountability: 12 account managers, finance manager and web design manager. • Creative data processing and matching, sourcing new business data. • Business improvement. • Managed client accounts, campaigns and relationship building, assessed cost/resource against order to ensure profitability. • Analytical sales control to drive sales and revenue. To understand trends VS market competition. • 360 Recruitment of all new staff, sourcing, job advertising and assessing candidates for interview and completing interviews. • Resourcing educations staff/apprentices/learners for third party employers, advertising their vacancies, candidate registration, matching candidates to job spec and screen candidates for interview. Once matched candidates and employer signed them they would then be signed as a learner for further education programs. • HR management (control absence, holidays, contracts, performance management, disciplinary action) • Records Management. • Designed and deliver the companies new induction training for new staff. • Report writing and creation of data spreadsheets to maximise sales control targets against accounts budget and customer reporting. • Review changing KPI structure and managed accordingly. • Meet business target against budget. • Monitor staff and identify training needs, complete monthly reviews and personal development plans. • Deliver coaching, motivating, developing and retaining staff. • Develop, train and mentor the department to deliver outstanding sales results. • Ensured compliance was upheld at all times in line with business expectations. • Monitoring call statistics in order to identify sales trends and training needs. • Monitoring activity to ensure core KPIs are met on a daily, weekly and monthly basis. • Regular one to ones with the Team leaders • Manage staffing, SLA's and KPI's and regulatory compliance are managed and reviewed on a regular basis • Plan and improve processes to deliver efficiencies via lean practice – continuous improvement • Drive and motivate the team and maximising sales at every opportunity with stretch goals. • Carry out responsibilities in accordance with the company’s T & C scheme ensuring that all telesales operatives and team leaders have full product knowledge.
  • 6. • Support the commercial director in arranging, managing and completing the induction process for all starters, including achievement of and maintenance of competent status and according to the T & C requirements. RBS Group Sept 1998 – Apr 2012 Specialist Sales Manager • Managed sales and resourcing team of 24 FTE that achieves sales of over £200,000 GWP per month. • 2005 onwards managed Retention / Sales academy department of up to 93 FTE with 5 Team Leaders that achieved retained sales of over £500,000 GWP per month. Rolled the sales academy out in to the RBS and Natwest retail branches UK wide. • Monitor calls to meet FSA compliance, report writing and script review to re-write to meet regulatory need of the business. • Monitor staff and identify training needs, complete monthly reviews and personal development plans. • Operations Real Time Management – Aspect, Agent Admin. • Call routing, effective staff scheduling, using work force management tools (Aspect, eWFM) daily/hourly Optimisation changes, analysing intra-day performance data • Design Sales / Improvement Workshops and Presentations for all levels of staff. • Manage efficiency and SLA’s. • 2010 – 2012 Complaints Manager - Identify issues/complaints to resolve and use these as case studies to problem solve to continuously improve the business for the customer. Dealt with 2 nd stage complaints. • 6 months project - Internal Communication Officer – Drafted and coordinated production of internal communications for department. Produced and managed feed of news via internal communications website intranet, newsletter, flyers, email shots and communication boards. Relationship building with other sites to coordinate branch and call centre network communications. • 2007 – 2012 Fraud Audit / Compliance Manager for Site (5 years’ experience), ensuring department meet regulatory requirements and pass quarterly general insurance audit (GIA). Analyse audit and action improvement areas from audit nationally. Created working document for all sites UK wide to ensure improvement in audit results and carry out the Compliance Monitoring. Provide ongoing support and guidance to the department to ensure that actions fulfill regulatory requirements. Complete reports of audit findings are completed, including suggestions for actions and present this to site managers. Assessed fraud referrals to determine investigation requirements.
  • 7. Investigation interviews and determine next steps. Prepared and presented investigation findings to managers and regional managers with Recommendations for improvements and what processes need to be implemented to meet Compliance and regulations. Provided support, training and advice on fraud prevention and compliance for existing and planned services and processes. Identify potential risks, report writing and provide solutions. • 2007 – 2012 Performance Management Manager – dealt with all aspects of performance management; buzz sessions, individual performance action planning and disciplinary procedures. • 2009 – 2012 Recruitment Manager – 360 recruitment, interviewing face to face and via telephone for consultants and managers, managing assessment centers for Team Leaders/Managers, assessing candidate skills and matching to relevant departments, dealing with referrals scheme, driving recruitment peak times via brand promotion/recruitment events, managing recruitment team to deliver SLA’s and motivate team to drive appointment incentive. • 2009 – 2012 Lean Practice trained – areas trained in: change management, resistance management, coaching and manager training for change management, communication and communication planning, data collection, feedback analysis and corrective action and business improvement techniques to help the smooth transition of becoming a stand-alone company to the desired future state. The following areas are what I worked upon: o Project Management skills Voice of Customer o Root cause analysis management o Process Efficiency & E2E flow o Insurance Script review and re-writing of script in accordance with regulatory needs of the business, script efficiency and review of script to enable fit for purpose for each department sales, customer service and retention. Trialing scripts, review and implement change. o Performance Management o Skills & Organisation o Mindsets and Behaviors o Technical understanding and experience of Lean tools and techniques o Experience of a Lean transformation o Training and coaching all levels of employees in change management and lean process o Process re-design and improvement o Able to analyse; summarise and problem solve complex issues o Contributed to Lean training programs and knowledge transfer o Facilitated design sessions to develop future state improvements and proposals
  • 8. o Facilitated and supported diagnostics in line with 100 day planning cycle using a five lens based approach within the business o Coached and built Lean capability within Team Managers and Customer Service Managers, to increase their understanding and practical application of Lean Performance Management and ongoing 100 day planning process o Assisted in collation and sharing of best practice across Centers; and different operational sites o A flexible approach to work with the ability to champion change o Able to work to tight deadlines and use planning skills to priorities a large number of conflicting and frequently changing priorities • 2001 – 2012 Underwriting Manager (underwriting trainer the trainer for new managers and senior consultants) • Assessing underwriting criteria to insure and claim validity • I have experience in project work in the following areas: 2004 – 2007 Sales Academy Manager > Objective of project was to reduce attrition and ease transition from induction training to the sales floor. Managed minimum 12 to maximum 92 FTE (including 5 Team Managers) Designing all aspects of sales / customer service training Delivering all aspects of sales / customer service coaching Mentoring academy support assistants in developing coaching skills (grow module) Supporting the training department and induction courses – Ensuring measure’s were in place in the sharing of best practice and identifying development areas. I rolled out the academy to RBS Insurance and RBS & Natwest Banking sector nationally that is now BAU. • Improving Customer Service Manager - this involved managing, designing and delivering of training and workshops for Retention Academy and new starter’s academy. • Under Performers Manager – Managing repeat under performers for the department with in performance management guidelines. Achievements with in RBS Group • Beyond The Call of Duty Award 1999 – Commitment to Customer Service and going that extra mile in completing customer complaint. • Director’s Award 2003 – dedication and commitment to the Academy Concept • Director’s Award 2004 – Support and development of an individual with in the Academy • Virgin Money manager incentive winner 2006 – prize 3 days in Barcelona • Excellence Award 2008 / 9 / 10 EDUCATION Danum Technology College 1982 -1986
  • 9. GCSE 16+ A Level Grades: English Literature A English Language A Mathematics B Business Studies B Art Distinction Design Distinction History C Geography C Physics C KEY SKILLS Completed RBS Insurance internal training courses • Lean Practice Trained • Business Development • Marketing • Fraud / Auditing • Compliance Accreditation FCA • Inspiring / Influencing and Motivation • Absence, Disciplinary & Grievance Management • Recruitment Selection / Induction / 360 Recruitment processes • Recruitment Management, Conducting Assessment Centers, Administration, Credit Checks • Coaching & Feedback • Soft Skills Design & Implementation • Fraud investigation / Audit investigation • Disciplinary investigations and Disciplinary Manager • Being a Better Communicator • Performance Management & Design of Performance Management Process • Budget Control • People Management • Train the Trainer • Leadership & Facilitation Program • Managing and Leading People Level 1, 2 & 3 • Coaching for Performance (Grow Module & STAR) • Team Leader development Program - mentoring • Communicating and Influencing • Keeping Customers for Life
  • 10. • IT/computer literacy - Excel, Word, Expert Power point, Insurance systems, Serco Impact System • Team work - Supportive, facilitator, organised, co-coordinator, deliverer, imaginative, delegater, open-minded • Customer service - Welcoming, friendly, caring, approachable, constructive, accommodating, tactful, diplomatic, tolerant, treat customers fairly • Interpersonal skills - Listener, adviser, counselor, politically aware, initiator, professional, co- operative, constructive, assertive • Leadership - Dynamic, motivator, team-builder, confidence booster, capable, outward looking, accountable, visionary, people manager, operational management • Numeric skills - Accurate, logical, problem-solver, detailed, methodical, consistent, quick thinker, analytical, thorough