David Whittam is a highly motivated manager with over 30 years of experience in customer service and people management roles. He currently works as a Resource Manager at Balfour Beatty, where he is responsible for managing a team of 13 project managers. Previously, he held Operations Manager roles at Capita/npower, where he delivered excellent customer service and consistently achieved performance targets. Whittam strives to develop his team members and drive continuous improvement through performance management, training, and an emphasis on effective communication.

1. David Whittam
Newcastle upon Tyne
Mobile: 07841 459794 - email: vicwhitt@live.com
Personal Statement
A highly motivated and experienced manager with a proven track record of success, putting the customer
at the heart of what I do. I motivate my team to provide outstanding service ensuring consistent
measurable improvements. I balance the development of the individual with the efficiency and
effectiveness of the team to ensure the achievement of the task. I am an innovative thinker and have
increased efficiency, reduced costs and improved staff morale. I demand high ethical standards of the
people around me and strive to regularly exceed these standards myself.
Key Skills
 Ability to get to the root of the issue and provide the solution
 Understanding individual development needs, and providing tailored development to achieve
performance
 Ability to quickly adapt to change and lead those around me through that change.
 Broad knowledge of principles and processes relating to HR and personnel including disciplinary,
capability, and performance issues
Employment History
Balfour Beatty Resource Manager May 2015 –
Working within the IT Project Management Office (PMO) reporting into Group Head Office, I am
responsible for the people-management, performance management, and development of a team of up to
13 Project Managers (mixture of permanent and contract staff spread across the UK) delivering IT projects
on a revolving budget of £2+ million to the wider Balfour Beatty business.
 Developed an effective competence assessment process to understand developmental needs of the
Project Managers and wider PMO staff and to drive forward the continuous improvement culture
across the PMO
 Constantly reviewed the effectiveness of processes and lead the introduction of process change
initiatives, where appropriate, to deliver effective and sustainable improvements in efficiency, reduced
wastage, smarter working, and streamlined decision making
 I created a measure for budgetary control within the portfolio of IT Projects showing actual costs
against forecasted costs
 Devised an effective Personal Development Review (PDR) document for 2015 for use across the IT
PMO, adhering to HR policies and procedures and set clear objectives in line with agreed timescales
 Responsibility for the coaching, management and development of team resources, building skills
through appropriate training and mentoring
 Providing business and managerial leadership
 Motivating and leading teams & developing staff to meet changing technical, business and managerial
needs
 Promoting and enabling an environment of continued professional development
Capita/npower Operations Manager Jan 2002 – Jan 2015
I ensured we operated an efficient, effective and productive unit with a proactive approach to cost
benefits.
 Had direct responsibility and accountability to deliver a 5-Star Service to customers and regularly
achieved this level with my Operational Group through the use of effective performance management,
people development, specific performance metrics, targeted coaching strategies, and leading by
example

2.  I excel in assessing how people are working, what they are doing, why they do it that way and then
measure that against what the business requires. I then manage the gap using effective interventions
as described above
 Achieve departmental and company Key Performance Indicators (KPI’s) through effective performance
measuring and early intervention where required. Specifically I have been responsible for a 100%
increase in service delivered to customers, raising average performance from 2 to 4 Stars within a two
month period within my Operational Group
 I analyse, interpret and, where required, create the relevant Management Information to measure the
effectiveness of the department and to identify solutions to issues that arise from the data
 Manage change through people engagement, effective communication, an open approach to feedback
which I ensure is recognised and responded to, and an ability to identify potential stressful situations
or reactions which could have been caused by a personal reaction to change
 Communicate very effectively at all levels to ensure any briefings/topics are timely and appropriate,
and that follow-ups are completed to ensure that communication has been cascaded effectively,
understood correctly, and implemented
 Promoting and developing a positive culture and working environment to increase and sustain staff
morale and productivity
 Develop excellent working relationships with ‘Back Office’ and ‘Middle Office’ functions to review
process and procedures to ensure overall customer satisfaction, client satisfaction, and improve staff
morale
 Work closely with the Resource Planning department to monitor and evaluate staffing levels to ensure
delivery of required levels of service to customers
 Work closely with various internal departments to ensure all individuals are given the right support to
develop themselves
 Identify the need for the necessary training, and co-ordinate the fulfillment of that need, to deliver an
excellent customer experience
 Touching base regularly with the people who report directly to me, holding staff forums at various
levels to listen to and gather feedback and taking necessary action where possible and appropriate
npower Team Manager Oct 2001 – Jan 2002
(formerly Northern Electric & Gas)
Responsibility for the Support and Quality Assurance Team made up of 12 advisors who delivered a
variety of services to our internal customers within the npower Contact Centre
Northern Electric and Gas Recruitment Co-ordinator Nov 2000 – Sept 2001
Responsible for the end to end recruitment of customer service advisors into the NE&G Call Centres at
Team Valley and Thornaby. This included being the liaison with various employment agencies,
interviewing potential candidates and decision making upon successful employees
Northern Electric and Gas Customer Service Advisor Sept 1998 – Oct 2000
Dealing directly with customer queries
TSB Bank plc Lending Officer Sept 1986 – Oct 1997
Responsible for authorisation of personal lending products to bank customers, this included overdraft
facilities, personal loans, and mortgages
Other roles within TSB: Cashier, Chief Cashier
Acquired the following vocational training whilst with npower and Lloyds TSB:
 Performance Management Workshops
 Staff Development Planning
 Personal Development
 Health & Safety at Work
 Chairing Effective Meetings
 Time Management
 The Effective Coach
 Coaching and Motivating
 Diversity and Equal Opportunities
 Attendance Management
References are available upon request