Onsite Manager (HR)
Vodafone
Total years of experience :15 years, 9 Months
Line management of up to 15 Onsite Advisors based at the high profile of accounts Barclays, HSBC, Deutsche Bank, Lloyds, RBS, Aon, Evershed and Laing O’Rourke.
Promote the Onsite vision and coach the Vodafone behavioural drivers across the team.
Working closely with stakeholders and the operation manager to deliver the business plan.
Project delivery including a new bonus procedure and the collaborating and maintaining of staff and account records.
Processing and implementing contractual agreements and resigns.
Providing HR support including monthly 121 and twice yearly performance dialogues.
Responsible for the personal development of my team, including any training relevant to the Vodafone customer service role and direct customer needs/expectations.
Staff recruitment including organising and leading interviews.
Investigating and leading disciplinary hearings.
Managing staff absences, return to work and maternity/paternity leave.
Leading all value add and better ways of working on my accounts and passing knowledge and information onto my peers.
Responsible for over 9 dedicated high profile accounts and providing general account management, direction and administration to clients including Barclays, Deutsche Bank, MMC, Citi Group, JPMC, Deloitte, Morgan Stanley and News Corporation.
Dealing with all aspects of account management including orders, telephone calls, emails, invoices and reports.
Maintaining accurate customer databases, offering expert advice on technical, network and billing enquiries and resolving these in an efficient and timely manner.
Providing general administration support to Senior Managers and Directors
Attending meetings with users & contacts and establishing relationships with a number of stakeholders within this forum.
Proactively identifying and implementing service enhancements and procedure improvements, in line with business requirements.
Supporting and assisting in applicable device projects, driving through change where appropriate.
Acting as the expert front line support in offering end users advice on device and tariff information including product range and equipment pricing.
Providing end user assistance for users porting and migrating onto the Vodafone Network.
Identifying sales and service opportunities for the Service & Account Managers.
Providing detailed information and reports to the Directors of the company as and when required.
Checking and identifying accounts that are likely to become a bad debt or a “zero balance” account.
Conducting reviews on accounts on a regular basis to evaluate all clients’ demands and usage of the account.
Assisting with the preparation of contractual agreements and ensuring that these are fully adhered to.
Supervising a team of 11 employees.
Front of House Management, including reservations, payments, tour advising and booking for dream locations such as the Great Barrier Reef and the Daintree Rainforest.
Back office and accounts management, looking after all finances, stock control, ordering supplies and maintaining an up to date website and reservations page on associate websites such as Booking.com and Hostel World.
Making sure the hostel was in tip top condition by inspecting all public areas, keeping them inline with the high levels of cleanliness and hygiene ratings.
Transportation lead, running and scheduling our private bus
Entertainment host, running the weekly quiz & pool competition
Organising and publishing the weekly staff rota and arranging holiday cover.
Reporting directly to the CEO.
Training and supervision of staff including procedures and quality control of calls to ensure standards were met.
Statistical reports and generating excel spread sheets highlighting P & L from each product.
Management of databases, creation of a computer programme to support efficient running of the system.
Customer service, working as a phone operator which involved selling products, dealing with customer queries and complaints.
WAP Product and database testing to ensure the smooth running of distribution to mobile networks, finding solutions and rectifying problems.
Generating revenue through sources to promote our products through Mobile and WAP.
Sales and marketing working at business shows and festivals to advertise and sell the company products and services.
Using Photoshop, editing photographs, uploading content.
Managing six team members including work planning, 1:1s, performance management, annual appraisals, training and day to day support.
Account assistant dealing with telephone queries, investigating cheque, credit and debit card fraud.
Data input, customer queries and complaints, ATM queries and cheque clearing.
English Language (GCSE) English Literature (GCSE) Mathematics (GCSE) Science (GCSE) Geography (GCSE) History (GCSE) Drama (GCSE) Business Studies (GCSE) Religious Education (GCSE) Accounts (GCSE) Accounts (A Level) Politics (A/S Level) Politics (A Level) Media Studies (A Level)