1. Caroline Dryden
15 Cookson Way
Catterick
DL9 4XG
07813341872
c.dryden2011@hotmail.co.uk
PersonalProfile
An experienced Manager who is able to develop performance management strategies,
partnership working and networking. Capable of managing multiple contracts and
services. Develops staff through mentoring, training and leading by example. Confidently
networks to develop and maintain internal and external partnerships and relationships with
key stakeholders.
A strong communicator with proven negotiation skills, able to drive and control meetings to
support operations and contractual requirements. Able to monitor performance, review
success and produce management information with supporting evidence. An excellent
implementer of operational processes and procedures, who demonstrates the drive to
implement delivery and ensure quality and compliance to contracts.
Key Skills & Characteristics
A confident communicator who is able to network, identify partnership opportunities
beneficial for business growth and ongoing stability.
A strong motivator with proven leadership skills, with the ability to negotiate and influence
discussions to achieve successful outcomes.
Able to apply best practice and deliver effective contract volumes to ensure continuous
business growth in challenging and complex environments.
Successfully manages and mentors staff, identifying and addressing training needs to enhance
performance.
Demonstrates flexibility in adapting to and leading change.
Key Achievements
Excellent feedback from recent PAT inspection with regards to Service Delivery, Governance
of the contract and performance management, quality.
One of the top performers in Work Choice over 3 years. I lead my contract area out of Minor
Breach with DWP and since performed at a high level. I was also the only contract area in
Y5 – moving into Y6 who had progression in sustainability performance out of 27 CPA’s.

2. Successful management an ESF Families provision. I was the only Manager in 3 years to
produce performance and a financial profit from the contract before the end of the provision.
Managed a successful FND provision until end of contract. My contract area won the best
performance across the company in its last year.
I have worked and managed a successful Apprenticeship provision and took over
management of the NEET provision in North Yorkshire for YMCA.
Employment History
Operations Manager Shaw Trust March 2012 - Present
Managing the performance and quality of Work Choice Programme across Tees Valley,
North Yorkshire & Humber. I managed over 7 sites spreading 150 miles on way and over 24
staff.
Providing and interpreting claim and performance data to ensure effective delivery of
contract volumes and profiles, developing capacity and action plans for improvement.
Managing capacity and driving performance by mentoring and motivating staff.
Investigating non-performance and managing non contract compliance.
Responsible for budget expenditure and overall financial control.
Developed and in-depth understanding of contractual requirements and operational
procedures.
Working within a quality framework ensuring that services delivered meet the standards
required of the contract, ISO9002.
FND Manager YMCA 2010 – 2012
Manging the contract over 2 sites within North Yorkshire to ensure performance was
achieved and over achieved and quality was adhered. The ESVR provision was also
managed in conjunction with the FND Contract
Interpretation and implementation of the contractual requirements and operational
procedures.
Responsible for setting and maintaining the budget
Work with and successfully managed a small team of 5 over 3 large sites weekly for 3
months after redundancies took affect at the end of contract. This turned out to be profitable
to the company.
I managed Apprenticeships and the NEET provision for YMCA Training

3. Preparation of paperwork for audit requirements by Ofsted reports
Employment Consultant Shaw Trust 2009 – 2010
Responsible for assisting clients with preparation for employment, matching their skills and
experience to appropriate vacancies and identifying new work opportunities focused
specifically to clients’ needs.
Achieving predetermined service delivery targets.
Establishing, developing and maintain an in depth knowledge of the local labour market,
current benefits systems and entitlements, programme provision of relevant agencies and
opportunities relating to employment access.
Promoting the service by representing the team at appropriate events and presenting the
service aims and objectives, enabling awareness and engendering support.
Admin Co-ordinator/ Initial Contact Adviser Shaw Trust 2004 – 2009
Establishing a good client base within Tees Valley and maintained a well ran office to ensure
performance was priority.
Co-ordinated the financial claim on a weekly basis over 2 sites
Supported the bid teams
Developed and produced internal processes for both clients and staff including an End to End
journey for the provision.
Co-ordination of health and safety checks for all premises.
Responsible for archiving within the North East area and managed a team of six to support a
vital process.
Mentoring staff nationally to support a good In Work Support framework
ProfessionalBodies
Part of the Institute for Employability Professionals (IEP)
Further Training
2004 to present day
 Project Management training
 First line in Management training
 Various e-learning courses including Conflict Management
 Various Disability awareness courses
 Employment Law training

4.  Observation training lasting 6 months
 Edu care ( Safeguarding)
2000 – 2003
 Information Technology Security Officer
 Prom 2 Workshops
 IOSH Working safely diploma
NVQ3 Business Administration
RSA I, II, III level
CLAIT
Hobbies & Interests
Mountain Biking, Hiking and Badminton