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Mindset & Change Specialist
Sharren Baisden
,
Hemel Hempstead, United Kingdom
Experience
Other titles
Skills
I'm offering
An expert in the people aspect of global business change management specialising in communicating and coaching to create understanding and connection; cultural, behavioural and mind-set change; hence a maximum impact of change budgets. Provides a globally relevant programme of training to project managers, change professionals and C-suite leadership teams, developed through a deep understanding and first-hand experience of the drivers of success and failure during periods of change within a business. Proven track record of influencing change managers to realign the core values of their projects to focus on staff and customers, resulting in reduced resistance, stress and costs. A trusted advisor who is acknowledged by past managers and colleagues as a brave, pragmatic, insightful, hands-on problem solver who reduces the negative noise around change programmes and gets people to see the benefits for themselves.
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - ?
job
Director
MindTribe, Hertfordshire.
• Launched MindTribe to provide focussed, expert coaching services to change and project professionals within corporate settings as well as individually.
• Specialising in the people aspects of change devised and deliver programme that taps into the human psyche and helps businesses and individuals to avoid the pitfalls and reap the benefits of a mind-set advantage.
• Coach change professionals to understand the psychology of why people resist and put up barriers, why communication is not working, what causes friction and to identify the personal core values behind this.
• Teach clients how to break through, to create connections and a shared hunger and to build an army of supporters.
• Provide the tools needed to develop positive change outcomes whilst reducing stress levels and finding work/life balance again.
• Specialising in the people aspects of change devised and deliver programme that taps into the human psyche and helps businesses and individuals to avoid the pitfalls and reap the benefits of a mind-set advantage.
• Coach change professionals to understand the psychology of why people resist and put up barriers, why communication is not working, what causes friction and to identify the personal core values behind this.
• Teach clients how to break through, to create connections and a shared hunger and to build an army of supporters.
• Provide the tools needed to develop positive change outcomes whilst reducing stress levels and finding work/life balance again.
Coaching, Coach, UP
2017 - 2019
job
Head of IT Relationships Management (UK)
Geo Underwriting.
Geo Underwriting (part of Ardonagh Group) is a full service managing general agent providing insurance underwriting to a global client base.
• Reported to the Head of IT & Change Management with responsibility for the strategic interface between the business, third-party suppliers and the group IT department.
• Managed a team of six direct reports and a broader matrix team.
• Partnered with the executive team, business and technical stakeholders and project delivery teams to scope and shape change road maps to transform capabilities through governance, organisation process and people strategies to achieve corporate objectives of cost efficiencies, quality, agility and value.
Key achievements
• Led discovery activities with a £2m budget, to identify, document and challenge business requirements for a new operating platform with focus on user experience transition from current to futureproof state.
• Steered service management performance with internal and external suppliers, identifying and measuring KPIs and service interruptions. Implemented corrective action plans and continuous development initiatives which delivered significant improvement in service outages per employee and in engagement levels with each supplier and secured greater customer satisfaction with Geo Underwriting.
• Coached and developed direct reports to widen and enhance skill sets resulting in notable career progression.
• Coached and mentored project managers, IT teams and business change professionals on an ongoing basis, on the wider change management principles, engagement and benefit realisation which resulted in unprecedented positive feedback from a major client about high quality project execution for a high stake, time sensitive service transition.
• Reported to the Head of IT & Change Management with responsibility for the strategic interface between the business, third-party suppliers and the group IT department.
• Managed a team of six direct reports and a broader matrix team.
• Partnered with the executive team, business and technical stakeholders and project delivery teams to scope and shape change road maps to transform capabilities through governance, organisation process and people strategies to achieve corporate objectives of cost efficiencies, quality, agility and value.
Key achievements
• Led discovery activities with a £2m budget, to identify, document and challenge business requirements for a new operating platform with focus on user experience transition from current to futureproof state.
• Steered service management performance with internal and external suppliers, identifying and measuring KPIs and service interruptions. Implemented corrective action plans and continuous development initiatives which delivered significant improvement in service outages per employee and in engagement levels with each supplier and secured greater customer satisfaction with Geo Underwriting.
• Coached and developed direct reports to widen and enhance skill sets resulting in notable career progression.
• Coached and mentored project managers, IT teams and business change professionals on an ongoing basis, on the wider change management principles, engagement and benefit realisation which resulted in unprecedented positive feedback from a major client about high quality project execution for a high stake, time sensitive service transition.
Change management, User Experience, Budget, Management, Service Management, Service, It, Development, Insurance, Organization, Service Transition, Underwriting, Agent, LED
2018 - 2018
job
Head of Change & IT
Geo Underwriting.
• Promoted on an interim basis.
• Directed the organisation’s change portfolio and IT applications and ensured adherence to the business unit’s strategy and business plans.
• Responsible for P&L of £4.5m budget and compliance with the corporate investment framework, including project and run costs and benefit realisation.
• Managed a team of 10 Project/Programme Managers and a wider matrix team.
• Oversaw the technical support teams and day to day IT operations.
Key achievements
• Implemented a review of change projects which provided data permitting informed decision making relating to budgets and resulted in realignment of failing projects to correct financial and PMO governance.
• Identified capability gaps within inherited project team. Engaged with PMO professionals, co-ordinated training and active support to close the gaps and measured improved capabilities. Mentored specific individuals in the PMO and project teams to ensure mechanisms were in place to prevent reoccurrence.
• Mentored C-level and business leaders to engage in strategic change activity and adhere to governance processes for the investment committee approved change portfolio. Then expanded the remit to include operational change budgets resulting in a seismic shift in understanding and implementation of change for the organisation. This in turn led Geo to address complex challenges resulting in the modernisation of the business and a positive impact on the bottom line.
• Co-ordinated and delivered key business disposal project, working with multiple teams and departments to safely transition the business, systems and staff to new ownership within 3-month contractual period.
• Directed the organisation’s change portfolio and IT applications and ensured adherence to the business unit’s strategy and business plans.
• Responsible for P&L of £4.5m budget and compliance with the corporate investment framework, including project and run costs and benefit realisation.
• Managed a team of 10 Project/Programme Managers and a wider matrix team.
• Oversaw the technical support teams and day to day IT operations.
Key achievements
• Implemented a review of change projects which provided data permitting informed decision making relating to budgets and resulted in realignment of failing projects to correct financial and PMO governance.
• Identified capability gaps within inherited project team. Engaged with PMO professionals, co-ordinated training and active support to close the gaps and measured improved capabilities. Mentored specific individuals in the PMO and project teams to ensure mechanisms were in place to prevent reoccurrence.
• Mentored C-level and business leaders to engage in strategic change activity and adhere to governance processes for the investment committee approved change portfolio. Then expanded the remit to include operational change budgets resulting in a seismic shift in understanding and implementation of change for the organisation. This in turn led Geo to address complex challenges resulting in the modernisation of the business and a positive impact on the bottom line.
• Co-ordinated and delivered key business disposal project, working with multiple teams and departments to safely transition the business, systems and staff to new ownership within 3-month contractual period.
Change management, Communication, Coaching, Manager Development and Coaching, Leadership, Project portfolio management
2015 - 2017
job
Senior IT Business Partner (UK)
Ardonagh Group.
Ardonagh form the principal diversified and independent broking and underwriting group in the UK and comprises Towergate, Autonet, Chase Templeton, Ryan Direct Group, Geo Underwriting and Price Forbes.
• Reported to the IT Director and had responsibility for the day to day management of stakeholder relationships including the IT team, third-party suppliers and business streams across the group.
• Partnered with the senior leadership team to determine business strategies; influenced the company change & transformation programmes by working collaboratively to drive business growth & IT alignment.
• Worked with internal and external IT teams to drive continuous improvement and enhanced delivery of service across the group.
Key achievements
• Led significant IT Transformation programme involving business engagement and communication across multiple divisions in 70 locations:
◦ Coached and supported C-level partners on benefits to business, securing buy in from top down, senior management teams on technical and business KPIs to drive continuous improvement opportunities and teams and individuals at all levels to ensure understanding and engagement with programme.
◦ Embedded new collaboration tools and ways of working across the group.
◦ Partnered with business and project teams to deliver and operationalise Windows 10 operating platform, Azure hosting, Skype for business platforms and Office365.
• Reported to the IT Director and had responsibility for the day to day management of stakeholder relationships including the IT team, third-party suppliers and business streams across the group.
• Partnered with the senior leadership team to determine business strategies; influenced the company change & transformation programmes by working collaboratively to drive business growth & IT alignment.
• Worked with internal and external IT teams to drive continuous improvement and enhanced delivery of service across the group.
Key achievements
• Led significant IT Transformation programme involving business engagement and communication across multiple divisions in 70 locations:
◦ Coached and supported C-level partners on benefits to business, securing buy in from top down, senior management teams on technical and business KPIs to drive continuous improvement opportunities and teams and individuals at all levels to ensure understanding and engagement with programme.
◦ Embedded new collaboration tools and ways of working across the group.
◦ Partnered with business and project teams to deliver and operationalise Windows 10 operating platform, Azure hosting, Skype for business platforms and Office365.
It, LED, Office365, Underwriting, Business Partner, Skype for business, Transformation, Hosting, Growth, Azure, Embedded, Service, Windows, Management, Leadership, Continuous improvement, C
2013 - 2015
job
Change Implementation Manager
Genworth.
• Held indirect matrix management responsibility across both technical and business change teams (45 staff) for the implementation and benefit realisation of the global change portfolio.
• Influenced and consulted on design solutions, technical specifications, requirements and people certification processes, including document management and workflow, web-based technologies and omni-channel servicing.
Key achievements
• Introduced an enhanced focus on the user and customer experience within technical change programmes through measurement of adoption, which ultimately led to reduced costs.
• Developed and delivered education programmes (courses, webinars and white papers) on change management, benefit realisation, change acceleration and project management, resulting in increased productivity and quality and reduced costs and cycle times.
• Pioneered and delivered a new communication strategy and tools which were adopted by parent company as best practice: coached and developed IT, change and business professionals (c.180 staff), including senior management, resulting in increased connectivity and collaboration between functions and across the business.
• Reengineered key project and programme governance materials, including the BAU handover process within PMO, into meaningful tools and metrics resulting in improved productivity and stakeholder engagement.
• Influenced and consulted on design solutions, technical specifications, requirements and people certification processes, including document management and workflow, web-based technologies and omni-channel servicing.
Key achievements
• Introduced an enhanced focus on the user and customer experience within technical change programmes through measurement of adoption, which ultimately led to reduced costs.
• Developed and delivered education programmes (courses, webinars and white papers) on change management, benefit realisation, change acceleration and project management, resulting in increased productivity and quality and reduced costs and cycle times.
• Pioneered and delivered a new communication strategy and tools which were adopted by parent company as best practice: coached and developed IT, change and business professionals (c.180 staff), including senior management, resulting in increased connectivity and collaboration between functions and across the business.
• Reengineered key project and programme governance materials, including the BAU handover process within PMO, into meaningful tools and metrics resulting in improved productivity and stakeholder engagement.
Design, Change management, Project Management, Customer experience, C, PMO, Management, Workflow, It, Implementation, Web, Processes, LED, Manager
2011 - 2015
job
Global Programme Manager
Genworth.
• Accountable for the design and delivery of the international Customer Experience Transformation Programme which consisted of multiple technology and business projects running in parallel across the global operation and focussed on coaching to deliver transition to a customer focus business.
Key achievements
• Reduced inbound customer telephony contact by 35% over 12 months. Delivered 30% improvement in cycle time within the claims process and achieved significant improvement in NPS metrics across 14 countries.
• Transformed the people change standards which were adopted across the company as best practice. Introduced behavioural measurement procedures to support global cultural change making people central to change initiatives by ensuring the right values and ethics were intrinsic to all change activity.
• Redesigned the customer and client web-based experience, inclusive of country requirements, to meet local linguistic, regulatory and legal needs by ensuring omni-channel servicing was embedded through design and alignment of processes and technology.
• Selected and coached talent from across all global locations into global project management team and trained the trainers across all global locations. Introduced radical new certification process to embed change and new behaviours.
• Transitioned project deliverables and outputs across as BAU standards to the newly set up Customer Experience department. Coached members of new department using lessons learnt through the programme to maintain customer and staff centred values, which improved staff engagement and satisfaction and reduced attrition.
Key achievements
• Reduced inbound customer telephony contact by 35% over 12 months. Delivered 30% improvement in cycle time within the claims process and achieved significant improvement in NPS metrics across 14 countries.
• Transformed the people change standards which were adopted across the company as best practice. Introduced behavioural measurement procedures to support global cultural change making people central to change initiatives by ensuring the right values and ethics were intrinsic to all change activity.
• Redesigned the customer and client web-based experience, inclusive of country requirements, to meet local linguistic, regulatory and legal needs by ensuring omni-channel servicing was embedded through design and alignment of processes and technology.
• Selected and coached talent from across all global locations into global project management team and trained the trainers across all global locations. Introduced radical new certification process to embed change and new behaviours.
• Transitioned project deliverables and outputs across as BAU standards to the newly set up Customer Experience department. Coached members of new department using lessons learnt through the programme to maintain customer and staff centred values, which improved staff engagement and satisfaction and reduced attrition.
Design, Project Management, Coaching, Customer experience, Management, Technology, Embedded, Transformation, Support, Regulatory, Web, International, UP, Processes, Manager
My education
?
-
2004
Institute of Leadership Management
N/a, N/a
N/a, N/a
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