Public Inquiry Lead - UKHSA
(2023-12 - 2025-08)
Acted as the central link between UKHSA and an independent inquiry. Oversaw the gathering of evidence, managed document disclosure, and shaped internal policy to help the organisation assist the inquiry panel while protecting UKHSA reputation and operations.
- Identifying, collating, and reviewing vast quantities of sensitive data. This included preparing corporate statements and managing legal document production in response to formal inquiry notices (such as Rule 9 requests).
- Anticipating contested issues and assessing potential reputational risk. Working with CEOs and risk teams to develop strategies, mitigate issues, and ensure evidence is accurate.
- Liaising with the Government Legal Department (GLD), inquiry solicitors, legal representatives, and internal subject matter experts. Brief senior leaders and ensure the organisation met strict deadlines.
- Ensuring all processes complied with inquiry protocols, privacy standards, and record-keeping laws. Managing document review teams and sensitivity checks.
- Supporting internal witnesses and key staff members throughout the process, including drafting statements and prepping them for hearings.
Governance Lead (DA) Ops Engagement - Test and Trace Programme - DHSC
(2021-12 - 2023-12)
Implemented governance for logistics for LFD kit across all Devolved Administrations (DAs) use cases and pathways. Agreed ordering process, incident management, management information ensuring DAs have access to up to date information/data to keep Ministers briefed of dynamic situation.
- Working in a fast-paced, ever-changing environment, building and maintaining visual dashboards to ensure transparent, trackable and accurate Power BI tool to monitor all Devolved Administrators (DA) LFD allocations.
- Undertake robust analysis on data, facilitate meetings, Analyse current processes, identify and resolve issues/barriers for improvement, implement changes, track efficiencies.
- Project Planning and tracking, following the progress of tasks, noting key milestones, confirming projects remain on track.
- Won PRAISE award in 2021 under the Responsible category
Operations Manager - Companies House DHSC
(2017-10 - 2021-12)
Lead on learning and development for 1000+ staff, talent management and successful delivery/embedding of Operation Delivery Profession (ODP).
- Accountable for all performance, continuous improvement, transformation, quality, people development, wellbeing and diversity. Ensuring value for money, reduce fraud and providing optimum productivity.
- Lead for recruitment throughout the directorate, also supporting HR with recruitment campaigns.
- Being a champion of change, influence the direction of departmental process and efficiencies, transforming paper services to modern digital services, review outdated processes thus reducing failure demand.
- Build and maintain the highest possible standard of internal and external stakeholder relationships to ensure effective collaboration and delivery.
- Quality lead, collaborating across all directorate, promoting a culture of continuous improvement by introducing a range of supportive initiatives to provide assurance, reduce risk and protect Companies House Register and reputation.
- Responsible and accountable for creating an environment to deliver key priorities.
- Display effective and resilient leadership, creating strong direction, delivering a high-performance culture promoting inclusiveness and effective teamwork.
MI Analyst/Operational Advisor - Department for Work and Pensions
(2014-05 - 2017-10)
Produce Standard Operating Models for National use and commission relevant Business Partners in testing and implementing efficient delivery models and processes.
- Commission relevant Business Partners in testing and implementing efficient, delivery models and processes, participate in all Q&A exercises to ensure implementation is fully embedded with positive outcomes.
- Forecasting 'Hotspots', analysing performance, undertaking trend studies, identify compliance issues.
- Engage and work collaborating with stakeholders providing recommendations, on continuous improvements to drive improved performance within the customer journey/Streamline processes.
- Produce, analyse MI for a vast audience of both internal/external colleagues, ranging from AO grade to SCS and Directors, providing recommendations and writing briefs for the Secretary of State.
- Facilitate workshops with internal and external stakeholders and colleagues, identify improvements on policies and guidance.
- Design tools and dashboards for National use promoting digital channels and 'Lean' to source more efficient ways of working.
- Promote Health and Wellbeing initiatives coaching and supporting managers with new culture.
- Lead for Crisis Loans helpline creating strategic plans to manage peak activity with reduced resource, maximising productivity, sharing best practice, influencing key stakeholders to risk manage, consider alternatives and commence service centre journey. Reducing call handling time by 10% and increasing post productivity by 15%.
- Won National Award for 'National Innovation and Leadership'
Business Support Manager - Department for Work and Pensions
(2012-01 - 2014-05)
Budgeting, forecasting and workforce planning, spending wisely/Non Staff Efficiency/Sustainability activities and budget holder for reward and recognition scheme.
- Undertake monthly returns and centralised returns for Workforce Planning.
- Manage key working relationships with HR, Finance and Health & Safety Business Partners, supporting management in day-to-day service delivery plans along with any local HR activity such as Attendance Management and Recruitment.
- Undertake Centralised Procurement – Invoice Approval and Risk Register Maintenance.
- Responsible for all local L&D activity such as booking courses; maintaining training registers; issuing invitations; co-ordination of NVQ, FE and Secondment opportunities.
- Source volunteers for Community 10000, Employee Engagement, and Well-being.
- Managing diaries and emails, booking tickets and hotel accommodation.
- Organise meetings, Secretariat support, responding to 'Contact Us' emails.
- Point of Contact for all staff wishing to report any Facilities Management/ All Health & safety related issues including inspections & bimonthly meetings with key representatives.
ESA Claims Decision Maker - Benefit Delivery
(2010-03 - 2012-01)
Following fraud investigation where a customer has been prosecuted, attend court as a witness to substantiate the Decision Maker decision.
- Ensure that timeous action and tracking of compliance referrals is completed within timescales.
- Ensure requests for Mandatory Reconsiderations (MR) are identified quickly and provide detailed (written or verbal) explanations to customers regarding decisions made, as requested.
- On receipt of a Civil Penalty template, consider whether a Civil Penalty should be applied, using guidance.
- Review original decision if additional evidence received with MR request.
ESA Team Leader/Forecasting and Scheduling Officer - Department for Work and Pensions
(2001-06 - 2010-03)
Line managing a team of 27 staff, undertaking all aspects of HR policies and guidance including 'Sick Absence', 'Standards of Behaviour', 'Poor Performance' and 'Annual/Special Leave', Issue warnings as appropriate and in line with guidance.
- Building effective relationships with colleagues and partners, working as one to deliver a dynamic customer focused service.
- Coaching and mentoring staff to ensure they are suitably skilled.
- Building own and team's capability, ensuring staff have the skills to deliver an efficient customer service.
- Monitor performance undertake regular one to ones, midyear reviews and end of year reviews, providing constructive feedback and agreeing realistic but stretching goals.
- Recognise success and achievements; submit Reward and Recognitions nominations as appropriate.
- Lead change within the team Maintaining Schedules in Workforce Manager raising concerns to Centre Manager.
- Monitoring agent availability in real time maintaining customer service targets throughout the day, escalate issues to Centre Manager.
- Monitor & analyse Aux Code adherence.
- Provide data & management information to support informed decisions across the business.
- Plan and manage Service Delivery changes.
- Forecasting and Real Time Management using WFM, OPMIS, and CC Pulse.
- Monitor calls using 'Gad' to ensure staff provide an efficient customer service, providing feedback as appropriate.
- Undertake site visits provide mentoring and coaching as required.
- Provide ADHOC MI and detailed reports as requested.
- Won National Award for 'Most Improved Site'
