About Me
A commercially driven operationally focussed project-delivery professional with demonstrated ability to implement client-facing project and learning strategies through blended learning solutions for major organisations including on and offshore partnerships.
An experienced project leader who can deliver results quickly and inspire and empower others to make a difference.
Education
Thorne Grammar School 1984
A Levels
General Studies and English Literature
Thorne Grammar School 1982
O Levels
10 including: English Literature English Language History Maths French Drama RE Chemistry Physics Blology
Work & Experience
Hubken Group Ltd 02/07/2022 - 10/31/2025
Implementation Manager
Sole responsibility for leading the team that delivered client-facing implementation tasks, from Onboarding, through training and into BAU business software support. Key projects included: * Client-facing: - Successfully led major initiatives including Enhanced Reporting suite, software upgrades, and third-party integrations—delivered on time and within budget with strong team collaboration. - Managed scheduling across multiple client and internal projects, ensuring optimal resource allocation and seamless delivery for new and existing clients. - Fostered a culture of ownership, empowering the team to manage the full client journey—from onboarding to support—driving efficiency and enhancing client experience. - Played a key role in launching a Premium Support Service, enabling clients to collaborate with Specialists on complex challenges and future development planning. - Streamlined scheduling processes by aligning training slots, project times, and team availability—improving service delivery and accountability. - Led a video software improvement initiative, evaluating providers and presenting findings to Directors—resulting in a more engaging training library used for over two years. - Championed continuous improvement by gathering client feedback, resolving issues directly, and refining processes with internal teams and SLT. - Partnered with Marketing to launch monthly webinars showcasing LMS features (Moodle & Totara), boosting engagement, ROI, and platform adoption. * Internal: - Led full lifecycle implementation of Totara Perform LMS, replacing PeopleHR with a dynamic, reportable platform that improved 1-1s, appraisals, and colleague experience—enhancing client support. - Managed rollout of third-party learning content, overseeing testing, communication, and reporting. Partnered with vendors to resolve issues and improve platform accuracy. - Owned the Totara annual refresher process, ensuring timely colleague accreditation and Platinum Partner compliance. - Streamlined operations by refining end-to-end processes—eliminating inefficiencies, improving governance, and enabling accurate reporting and cost analysis for pricing strategies. - Initiated a client data cleanse, securing and updating records—some untouched for six years—enhancing data integrity and compliance. - Used MI insights to uncover hidden costs tied to Sales & Marketing support, leading to realignment of responsibilities and training internal teams for greater self-sufficiency and improved prospect engagement.
NewDay Cards Ltd 11/25/2013 - 12/13/2021
Senior Operations Manager, Learning And Development
Established a new operational training function for a start-up, overseeing strategy from concept to execution. Delivered recruitment and training of ~400 front-line associates and team managers within 3 months. Sourced and set up off-site training facilities for 150 concurrent learners—managing layout, refurbishment, infrastructure, and software within budget. Designed an induction programme to equip associates with operational, regulatory, and technical skills from Day 1. Recruited and led a design and delivery team to roll out a robust curriculum. Developed upskilling materials and schedules for TUPE colleagues transitioning from legacy systems. Managed a £325k budget, delivering on time and within scope while ensuring scalability and compliance. Implemented a future-focused learning function to build long-term capability through a blended upskilling programme. Introduced soft skills training to enhance communication, rapport-building, and customer control— improving customer experience and encouraging self-service. Procured external design expertise to develop a customer-centric induction programme aligned with current learning trends. Commissioned eLearning to promote awareness of the company’s Manifesto and Values across the associate population. Led the build and launch of iKnOw, a SharePoint-based knowledge database for ~500 Associates, centralising key information to support customer service. Owned relationships with Planning, People, and Recruitment teams to ensure staffing levels, quality, and compliance, with SLA performance tracked and reported. Managed rollout of ASPIRE—a career development framework involving assessment, progression, and reward for ~500 Associates. Introduced digital skills training across CS and Collections teams, including trainers. Oversaw LMS implementation to support training, ASPIRE, and programme tracking. Acted as relationship manager for a third-party training provider, delivering regulatory, engagement, and soft skills content. Partnered with offshore teams to ensure consistency, audit readiness, and governance reporting.
MJS Training Solutions 07/01/2013 - 11/22/2013
Self Employed Employability Skills Tutor
Utilised my skills and experience to support unemployed individuals during a personal sabbatical. Partnered with Edudo Ltd to deliver coaching and training to help candidates build confidence and secure meaningful employment. Delivered key outcomes including: - CV creation and job application support - Interview preparation through role plays and mock interviews - One-to-one coaching to build self-worth and confidence - Assessor activities to support NVQ achievement in ‘Work Skills’ Sourced external resources to enhance learning delivery and engagement. Supported over 60 individuals to complete the course, with 10 successfully securing employment through tailored coaching and practical support.
GE Money / Geoban / Santander Cards - 02/15/2013
Central Learning/L&D Manager
Centralised training across 16 operational sites, leading strategy to reduce footprint to 12 without customer impact. Led UK-to-Poland work migration project, successfully closing 4 sites while maintaining service continuity. Seconded to Boston, USA to lead UAT incident resolution during a mainframe migration—resolved over 1,000 incidents in 6 months. Solely responsible for incident reporting across Sovereign Bank’s 2,000-person Operations team, collaborating with IT teams in Spain, Mexico, and the USA. Key contributor to 3 bank-wide transformation programmes, including Train-the-Trainer delivery in India and Boston, supporting 4,000 users with training and “How-To” guides. Balanced conflicting priorities between Operations and IT to ensure system readiness and operational alignment. Delivered 3 major engagement programmes: GE Values, GE Money rebrand, and Geoban Values—producing training materials and custom intranet sites, successfully embedding the new core ethos each time. Rationalised training team from 40 to 2 by integrating resources into operational teams aligned with the Santander model. Built a mandatory training reporting suite, increasing completion rates from 32% (2010) to 96% (2012)—FCA reportable. Digitised and centralised all training materials via SharePoint, reducing rework and waste as part of a Lean-Sigma initiative. Managed logistics for cultural change roadshows across UK sites, ensuring timely and cost-effective delivery. Led cross-functional teams to implement new Values and launch Santander’s largest externally accredited BTEC training programme.