Career Break
(2025-12)
Actively keeping up to date with digital operations tools, SaaS platforms and learning technology in preparation for the next challenge, whilst supporting family and friends.
Academy Operations Manager - Royal Mail Group (Angard Staffing)
(2024-10 - 2025-11)
- Owned the end-to-end learner and visitor journey across the Midlands Super Hub and seven UK academy sites, ensuring a safe, compliant and consistently excellent experience from arrival through to programme completion.
- Coordinated cross-functional teams, trainers and external suppliers day-to-day, acting as the key point of contact for stakeholder enquiries and ensuring activities ran smoothly without direct line-management responsibility.
- Implemented operational improvements across academy facilities, including SaaS-based tools and digital workflows, to enhance learner, visitor and stakeholder experiences.
- Scheduled and coordinated space planning, room configuration and logistics to support learning programmes and large-scale events for up to 500 participants, ensuring resources were in the right place at the right time.
- Hosted VIP visits and delivered operational tours to internal and external stakeholders, acting as the operational face of the Academy and ensuring every visit ran smoothly and to a high professional standard.
- Built strong working relationships with internal and external suppliers, trainers and contractors, resolving enquiries and invoice queries and ensuring service standards and operational readiness were consistently achieved.
- Maintained accurate operational and CRM-style records, training delivery schedules, stakeholder visit coordination, meeting and room bookings across multiple sites to support reporting, compliance, and business continuity.
- Co-ordinated technology and estate improvement projects to futureproof academy operations, embedding new SaaS tools and digital learning workflows to enhance the learner and visitor experience.
- Proactively identified risks and resolved operational issues across all sites with minimal disruption to operations and service delivery.
- Liaised with cleaning, security and hospitality providers to ensure academy facilities were fully operational for daily activities and large-scale events.
- Analysed learner and stakeholder feedback and satisfaction trends to drive continuous improvement in the overall Academy and visitor experience.
Career Break
(2024-03 - 2024-10)
Planned career break; maintained active interest in learning innovation, operational management and digital and SaaS capability throughout.
Project Manager – Change Management - Global Payments
(2020-07 - 2024-03)
- Managed multiple concurrent change and SaaS/systems projects to strict FCA-regulated deadlines across EMEA, contributing to monthly revenue targets of approximately £50,000.
- Chaired risk identification and mitigation meetings, proactively managing delivery and change readiness across multiple business units and time zones.
- Built and maintained comprehensive change management logs for reporting, documentation and compliance, providing real-time operational visibility for internal teams, senior leadership, and external clients across multiple countries.
- Managed stakeholder communications across multiple projects, providing regular updates, resolving queries and maintaining accurate project records to support successful delivery.
- Developed strong working relationships with stakeholders across technical and non-technical disciplines, adapting communication styles to suit diverse audiences globally.
Technical Trainer II – Virgin Money Customer Services Specialist - Global Payments
(2014-08 - 2020-06)
- Designed and delivered end-to-end SaaS, systems and process training for large-scale financial services platform rollouts, supporting multiple CRM and digital banking transformation programmes.
- Maintained accurate learner and customer records on CRM systems throughout training delivery, ensuring data accuracy to support reporting and compliance.
- Ran training needs analyses and designed targeted training solutions ahead of system rollouts across Virgin Money, Metro Bank and KBC project teams.
- Developed a 4-week induction and onboarding programme for new starters and managers, significantly reducing time-to-competency and improving SaaS system adoption rates.
- Administered cloud-based LMS platforms and digital/virtual learning content, publishing SCORM-compliant materials and tracking learner completion and engagement to maintain a minimum 80% pass rate.
- Provided ongoing support to learners and stakeholders following training delivery, responding to queries and helping users maximise adoption of new SaaS systems and processes.
- Evaluated training effectiveness and continuously improved training materials, delivery methods, and assessments to drive performance, learner engagement and business outcomes.
- Recognition received by winning Best Credit Card Provider 2017 based on customer experience feedback.
