Profile
A results-driven Senior Manager with credentials in strategic planning and supporting operations, production systems development and multi-site efficiency management, leading to increased revenue and customer service excellence. Has a history of client-focused product management across a range of demanding roles including Production, Operations and Service Delivery.
Established in business analysis, operational design and embedding performance cultures; utilising financial management and innovative solutions to exceed targets, improve profit and deliver cost savings initiatives across highly demanding environments.
Trusted to coordinate the work of third and remote parties to align service capabilities to company requirements, ensure seamless operations and full lifecycle project delivery on time and within budget. A strong, flexible leader relied upon to build productive relationships with key stakeholders and clients; trains and inspires multiple/culturally diverse people to achieve their highest performance individually or working together as a team.
Key Skills & Expertise
• Ensuring Service Delivery Excellence
• Improving Project Planning & Delivery
• Exceeding Financial Targets & Increasing Revenue
• Managing Multi-Site Operations
• Local & Remote Team Leadership
• Staff HR management
• Staff Development, Training & Performance Management
• Managing ISO 9001 & OHSAS 18001:2007 Certification
• Improving Processes & Product Awareness
• Strategic Business Planning
• Full Product Lifecycle Management
• Building Stakeholder Relationships
• Budget Management (over £4m)
• Revenue responsibility (over £7m)
• Contract Review and Negotiation
• Board Level Reporting
• Devising Significant Cost Saving Initiatives
• Improving System Resilience, Capability & Efficiency
Selected Projects & Key Achievements
Improving Product Financial Performance, Senior Operations Manager, Navtech Inc
The product line was set financial targets each year with the goal of exceeding these targets. Tasked to manage internal and external costs and maximise revenue by supporting the sales team. Using information provided by the finance team, analysed the direct costs each month including new clients and overtime; compared revenue against budget; investigated any discrepancies and met with sales team monthly to forecast future revenue. In the last 4 years, successfully met all financial targets both for revenue and product margin and was awarded Award for best performing company Product in 2012. Grew revenue by £1.4m (23%) and increased the operating margin by £330k+ (30%).
Improving Project Time Delivery, Operations Manager, Intelligent Data Collection Ltd
Client projects were being delivered late and company needed to improve response times. Tasked to ensure customer expectation of project delivery were met. Worked with sales team to ensure full scope of project was understood and correct delivery timescales given to clients; agreed handover process to Operations Team; devised process to estimate time to analyse survey data based on metrics from previous work so estimation of processing and work was scheduled at start of project. Implemented new process to analyse staff skills/abilities; set daily production meeting to confirm project progress and address any change in priorities. Successfully increased on time delivery from 60% to 95%; improved forecasting of data delivery schedule from Processing Team from 1 week to within 0.5 days, resulting in more efficient use of resources.
Securing New Business Partner Contract / Increasing Product Portfolio, Senior Operations Manager, Navtech Inc
Discussions had stalled after 3 years of negotiation with Universal Avionics (UASC) in Tucson, Arizona, to get a license to support their avionics systems. Decided to try and finalise an agreement and sign customers operating their hardware. Created a dialogue with UASC senior management and arranged a meeting with Navtech VP Production and VP Sales. Working with legal teams of both parties, successfully negotiated a new signed business partner in less than 1 year; this resulted in an increased product portfolio with revenue growing from an initial £25k to £120k+ annually.
Setting Contract Review Process/Increasing Revenue, Senior Operations Manager, Navtech Inc
Company had no contract review or revenue verification process in place for the Navdata Product. Tasked to review all contracts, confirm terms and conditions and identify legacy under-priced agreements and services. Worked with Contracts Department to perform systematic review of all agreements; identified contracts requiring re-negotiation due to clauses that differed from standard agreements or had insufficient margins; set process in place including a pricing review and opportunities for up-selling at the anniversary of any agreement. Set best practice for contract review process; in 1st year, succeeded in identifying a potential further revenue increase of £50k+ annually, resulting in achieving additional revenue as longer term contracts came up for review.
Managing Office Relocation, IT Manager, Navtech Inc
With a vacant office at the Walton-on-Thames premises, company wanted to reduce unnecessary expenditure on current premises in Crawley. Tasked to manage relocation of staff and all systems from current office to new location. Organised and managed move of 8 staff, all equipment and supporting systems to the new site; scheduled disconnection and installation of a live weather feed and telephone, ensuring no loss of service; worked with a contractor to complete all dilapidations at old site. Successfully completed delivery of project with only 6 hours of downtime for the department; handed old premises back on time and within £50k budget.
Career History & Further Achievements
Apr 2015 – Oct 2015
Project Manager CGC Technology Ltd, Farnham
Providing project management for the manufacture and installation of communication antenna based engineering projects
• Overall responsibility for the planning, execution and control of engineering projects from design, system build, through to installation.
• Manage external customer and supplier relationships.
• Developing compliance of the business processes to IS09001:2008 and AS9100.
• Managing the software development team to improve on the on time delivery of development phases.
• Bringing process improvement from personal involvement in build and installation activities in house and at the client site.
Jul 2014 – Jan 2015
Operations Manager Intelligent Data (Collection) Ltd, Maidenhead
Providing management of project managers and data analysts with 12 staff (UK), 95 staff (India) and £2m annual turnover.
• Managed 1 team in UK (12) and 1 team in India (95) with reporting to the Managing Director.
• Successfully improved IT solutions; this resulted in less disruption to production schedule with PC issues, better resilience for core customer data files and faster transfer of files to India site with less reliance on couriers (saving £8k annually).
• Worked with finance department to maintain optimum project profitability by monitoring scope and accrued revenue.
• Devised staff development scheme, including annual performance review and personal development plans.
• Introduced improved IT system resilience and expanded system capability by adding additional server data storage and system redundancy.
• Significantly Improved HR process and staff management of the offshore team.
• Ensured all new projects were clearly defined and planned prior to implementation.
• Oversaw timely production and delivery of service to clients.
• Managed cost of the operations function including monitoring revenue generation.
• Developed IMS, oversaw quality process documentation and worked with the Quality Team to maintain certification.
• Managed departments’ BS OHSAS 18001:2007 and ISO 9001 certification.
Sept 2007 – May 2014
Senior Operations Manager Navtech Inc, Walton-on-Thames
Providing entire product lifecycle management with 33 staff and £7m product turnover with £27m company annual turnover.
• Departmental management of 4 teams in the maintenance, delivery and customer support of an entire product line.
• Consistently exceeded all revenue and gross margin targets by 5% for the last 4 years in the role.
• Increased profitability through improved production processes and enhanced product awareness.
• Improved company-wide business continuity and reduced overheads by £40k by implementing an electronic library.
• Increased business opportunities by building and maintaining strong relationships with key manufacturers and suppliers.
• Managed 4 (20, 6, 6, 1) teams in the UK office with a £4m production budget; reported to VP Production.
• Maintained department process and output quality in compliance with ISO9001:2008 and AS9100.
• Established all requirements of new clients and planned implementation.
• Developed business plans and strategies in line with global operations.
• Managed department service delivery to client base ensuring a high level of customer satisfaction
• Led departmental training and development process with strong focus on employee engagement.
• Managed production processes and implemented improvements to optimise efficiency.
Dec 2003 – Sept 2007
IT Manager Navtech Inc, Walton-on-Thames
• Successfully updated the company’s technology processes with minimal disruption to day-to-day operations.
• Introduced numerous cost saving initiatives reducing overheads resulting in saving £50+k annually.
• As a key member of the Management Team, chose company initiatives for site procedures and staff management.
• Acted as local administration contact during acquisition of company to provide of all requested documentation.
• Managed overall IT support function for UK site.
• Led a team of 3 to provide 24-hour support for all technical related issues and software application development.
• Liaised with international IT managers to ensure consistency within the global IT strategy.
• Managed procurement of all hardware and negotiated contracts of up to £100k with 3rd party suppliers.
Dec 2002 – Dec 2003 IT Site Lead European Aeronautical Group UK Ltd, Walton-on-Thames
Mar 2002 – Dec 2002 IT Site Lead Thales Information Systems, Walton-on-Thames & Weybridge
Apr 1999 – Mar 2002 IT Site Lead Thales Avionics, Walton-on-Thames
Jan 1998 – Apr 1999 IT Systems Administrator Racal Avionics, Walton-on-Thames
Aug 1983 – Dec 1997 Air Cartographer Royal Air Force, UK & Germany
