1. Paula Knight
Horsell, Woking, Surrey
pmknight2@sky.com
01483 768120 (h) 07769 542050 (m)
Personal profile
I am a values-led L&D professional with a passionate belief that leaders who create the right learning culture, with both
informal and formal development opportunities, can ensure their people and their business excel. With learning,
development and coaching experience at a leadership level across retail, hospitality, finance and the energy industry, I
have been responsiblefor definingstrategy, buildingstrongstakeholder relationships and designingtalentand leadership
programmes to executive level. Working with senior teams, I balance support with challenging conventions, enabling us
to think creatively.In addition I havemanaged external providers to design and deploy programmes that deliver strategic,
commercial and personal value. Organised and with excellent communication and influencing skills, it’s important to me
to take a proactive approach with a future focus.
Career achievements summary
Development of British Gas talent programmes, enabling 50% of delegates to move into more senior roles, and
ensuring the Talent Boards deliver a more consistent and measurable approach to selection of applicants
Creation and delivery of an initiativebringinga fragmented L&D community together and givingcolleagues atall levels
the opportunity to collaborate and develop
Introduction of a leadership competency framework supporting recruitment and the performance cycle and enabling
targeted leadership development. Delivered 40% improvement in performance of team managers following
leadership programme designed and validated in support of the framework
Executed British CreditTrustorganisational restructure in line with employment legislation and within £1.6m budget,
maintaining employee engagement and therefore operational performance
Career history and achievements
British Gas, Residential Energy March 2014 – present
Learning, Development & Talent Business Partner
Lead a project to enable simplified access to the L&D offer, helpingour people to self-serveand easily access the
required learning
Introduced a talent profilingtool and gathered data that provided insighton flightrisk and succession planningfor
the senior leadership team. Worked in partnership with key stakeholders to deliver tailored development on the back
of the insight
Identified the lack of commercial valuebeingdelivered by a legacy programme, proposed the closureof the
programme and supported delegates through 1:1 meetings, creatinga cost savingof £350k
Developed relationshipswith business directors to establish thecritical development required to deliver against
strategic objectives.Then lead my team through the deployment of learningsolutions
British Gas, Leadership Development & Talent May 2012 – February 2014
Leadership Development Manager
Evolved the design and delivered a talent programme, enabling first line managers to develop their personal
leadership, commercial and strategic capability. Managed external vendor relationships ensuring best value in
delivery reducing programme costs by 45% and building strong stakeholder relationships. Introduced a mechanism
for measuring performance development and validating the impact of the programme
Drove the programme’s alumni agenda, increasing the visibility and optimisation of our talent, enabling their
continued development, and providing opportunities for them to support others
Initiated a strategy that brought 160 L&D colleagues together to share experiences, explore opportunities to
collaborate and reduce duplication. Created a sense of community and greater networks across the function
2. British Gas, Customer Operations / Smart Metering Nov 2010 – May 2012
Training Manager
Designed and implemented an evaluation mechanism to measure impact of learning at levels 1 to 4
Introduced an operational competency framework to support personal and career development
Designed and delivered leadership development events on networking, motivation and remote working
British Credit Trust August 2007 – Nov 2010
HR, Learning & Development Manager
Member of Executive team developing both business and people strategies in support of new investment
Creation and introduction of a leadership competency framework as a platform for effective recruitment,
performance management and the design of development solutions
Designed and delivered development courses including Leadership, Engagement, Assertiveness, Performance
Management and Communication skills,demonstrating40%improvement in performance across participants through
the design and introduction of an evaluation tool
Completed a review of all HR policies and procedures, creating a new handbook, compliant policies and template
library and the successful introduction of a new payroll provider and HR system
Reviewed the reward package, sourcing and introducing new benefits and enabling greater engagement
Introduced the MAD team (Make a Difference) to support corporate responsibility and the annual People’s Choice
awards for the recognition of outstanding performance
Led the Executive Team and Board through the reduction of fte from 90+ to 12, working with solicitors and third party
to produce compromise agreements and complete redundancy process with no appeals and within £1.6m budget
Created and led ‘Phoenix’ team to identify and deliver £1m cost control initiative including bringing compliance
training in house
The Restaurant Group (TRG) May 2005 – August 2007
Trainer
Following purchase of Blubeckers by TRG, delivered a change programme to overcome concerns, and support
management teams through integration
Design and delivery of front of house skills training resource and assessment tool for use by restaurant training team
improving consistency in standards of service
Blubeckers Restaurant Group July 1999 – May 2005
Training Manager
Designed and embedded self learn programmes for front of house and kitchen teams
Increased induction completion from 40% to 70% in 6 months through introduction of learningrecords and restaurant
league tables
Cooperative Wholesale Society May 1989 – April 1996
GraduateTraining Manager
Created and managed both the graduate and non-graduate training programmes delivering 12 – 15 newly qualified
(Certificate in Retail & Distribution) managers every 18 months
Qualifications / accreditations
EMCC Practitioner Coaching Accreditation March 2014
Insights Discovery accredited practitioner August 2011
SDI certificated practitioner June 2009
Certificatein Training& Development (ITD) August 1994
CIEH Advanced Certificatein Health & Safety 2006