Nicki Stephens is a Learning and Development Manager with over 20 years of experience in financial services. She has a track record of leading teams of up to 40 professionals and budgets of £2 million. Key achievements include winning awards for training programs and reducing costs by 20%. Her career includes roles developing strategies, designing training programs, and managing teams at AstraZeneca and Britannia Building Society.

1. NICKI STEPHENS
12 Alderton Grove Telephone: 07957 900000
Meir Park e-mail: nickistephens58@yahoo.co.uk
Stoke-on-Trent
Staffordshire
ST3 7SZ
PROFILE
Learning and Development Manager operating at a senior level within a blue chip global
pharmaceutical company. An inspirational leader with highly developed business acumen, a
passion for continuous improvement, and the tenacity to overcome challenging obstacles to
deliver business objectives. Track record of defining strategies and leading a team of up to 40
professionals to implement with a budget of £2 million.
KEY ACHIEVEMENTS
• Programme Manager responsible for a training improvement project that won the
Macclesfield Operations Improvement Awards Q3 2013.
• Led a project to review the sourcing strategy for the Astrazeneca Apprentice Schemes.
Developed and gained agreement to a business case that delivered an improved service
whilst reducing costs by circa 20%.
• Developed a capability framework to improve the organisational capability of the Facilities
Management function: influenced stakeholders to apply across Europe. Worked in
partnership with a University to develop innovative learning solutions that were nominated
for an industry award.
• Identified the need to improve sales leadership skills within a population of approximately
220 Managers. Created the vision, sourced consultants to partner with, and managed
subsequent “Inspirational Sales Leadership”. Implemented within budget and to deadline.
• Built a Learning and Development Team of 5 Managers and 32 Consultants, consistently
coaching for performance improvement. Team had the highest employee attitude survey
scores for 2 consecutive years, and 8 out of 11 reporting Managers were succession
planned from Consultant positions.
• Led team to design and deliver blended learning accreditation schemes for all core sales,
service, and management roles. Contributed to a reduction in turnover in Retail Sales from
circa 40% to circa 20% within 12 months.
CAREER HISTORY
Astrazeneca, Training Manager, Macclesfield Operations April 2012 to present
Responsible for setting the training and development strategy for Macclefield Operations and
Training Business Process Owner.
• Partner with the Leadership Team to agree the training strategy.
• Business Process Owner for training; responsible for defining, governing, and improving
the processes.
• Represent Training during Audits and Regulatory Inspections

2. • Manage the Training Coordinator team, ensuring an effective service is provided and the
learning management system is managed effectively.
• Manage Site Training budget
AstraZeneca, PET Coach, Macclesfield Operations Aug 2011 to March 2012
Responsible for providing individual and team development support to Quality Assurance
Department and Support functions.
• Facilitated Team Effectiveness events.
• Supported teams to review Focus results and develop improvement plans.
• Supported teams to develop Scorecards.
• Coach to LT members and Managers, including supporting HILS feedback review and
action planning.
AstraZeneca, FM Capability Development Manager Sept 2006 to July 2011
Responsible for developing a Capability Development strategy within Facilities Management that
is aligned to the business strategy, and to implement either through team or external providers.
• Partnered with the European FM Leadership Team to agree the capabilities required for the
future. Identified gaps, scoped and sourced an appropriate programme to address.
• Managed the agreed programme through L&D Team and external learning providers.
• Led the L&D Team, ensuring that the team was engaged and professionally developed to
achieve business objectives, and that team resource was optimised.
• Ensured L&D needs were clearly defined, and solutions sourced and delivered effectively and
within budget.
• Member of the Talent Management team, responsible for working with Leadership Teams to
identify and manage talent, and to ensure effective succession planning.
Britannia Building Society 1995 to 2006
Financial services provider with approximately 3,500 employees and assets of circa £15 billion.
Core products include savings and investments, mortgages, and protection; offered
predominately through a nationwide Retail Network of 250 Branches, a Contact Centre, and a
Customer Support Centre.
Head of Learning & Development 2002 to 2006
Responsible for defining and implementing the training and development strategy for Member
Business, ensuring development needs of individuals and the organisation were met.
• Developed training programmes and plans, co-ordinating circa 650 people successfully
completing training and accreditation programmes annually.
• Managed the L&D aspects of major projects, including improvements to leadership and
management skills, sales process re-engineering, company acquisition, and improved
customer relationship management.
• Developed stakeholder relationships, communicating successes and engaging
stakeholders to resolve risks identified.
• Achieved an under-spend against 2005 and 2005 budgets whilst delivering more learning
interventions than those which were within budget.

3. • Project managed 330 Branch staff passing approximately 1000 CeMAP exams over 5
month period.
• Project managed the training work-stream for a company acquisition, successfully training
circa 800 people nationally having only 8 weeks to complete the full training cycle.
Contact Centre Training Manager 1999 to 2002
Responsible for managing a team to design and deliver job specific training for Contact Centre
staff, including sales, service, and regulatory training.
• Developed and facilitated the training strategy for Contact Centre Sales in line with the
Corporate Plan and the Sales and Marketing Plan.
• Analysed training and development needs, making recommendations to address the needs
which incorporated quantifiable measures of success.
• Designed and delivered mortgage sales training programme resulting in new entrant mortgage
advisers selling circa 50% more than existing sellers during quarter 1 2000.
• Successfully managed the implementation of NVQ Level 3 for circa 20 Call Centre Supervisors
and Senior Advisors, supporting the achievement of the Investors in People Award.
Contact Centre Sales Trainer 1996 to 1999
Responsible for implementing the full training cycle within Britannia’s Telesales environment.
• Designed and delivered training that increased retention of funds by 40%.
• Took sole responsibility for the design and delivery of the initial mortgage training programme
for Telesales Advisors, resulting in 3 staff trained January 1998 being in the top 5 performers
quarter 1 1998.
• Promoted to Training Team Manager following exceptional performance ratings 1998 and
1999.
Contact Centre Mortgage Sales Team Manager 1995 to 1996
Responsible for team targets and managing the team effectively, ensuring sales opportunities
were fully maximised and individuals achieved own targets.
Britannia – Mortgage Sales Advisor, Apr 1995 to Oct 1995
Responsible for achieving mortgage and associated product sales targets, demonstrating an
ability to introduce quality business, and to provide product advice and information.
EDUCATION
Practitioner, Association of Project Management - 2013
Financial Planning Certificate - 2001
Certificate in Mortgage Advice & Practice - 1999
Certificate in Training Practice – Associate CIPD - 1998
Diploma of Higher Education – Languages for Business – University of Wolverhampton