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People Manager and Change Agent
Paul Underwood
,
Monmouth, United Kingdom
Experience
Other titles
Skills
I'm offering
Highly accomplished professional with a deep knowledge of business/project operations and the strategies necessary to achieve targets and KPIs. Used to managing teams / operations for between 25 and 150 colleagues to develop cohesive cultures to maximise best practice delivery and achievement of broader organisational objectives. A natural relationship builder that can lead and inspire small and large teams, while developing beneficial relationships with colleagues and stakeholders.
Demonstrates the ability as a proven leader with outstanding relationship building skills, strong communication abilities and exceptional emotional intelligence and excels under pressure
Demonstrates the ability as a proven leader with outstanding relationship building skills, strong communication abilities and exceptional emotional intelligence and excels under pressure
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2020 - ?
job
Director/Owner
Pukca Services Ltd.
• Supplying Operational help at and support to SME Business's throughout the UK
◦ Currently supporting Coffee Roaster (Wales)
◦ WEEE Recycle - Refurbishment Business (Scotland)
◦ Currently supporting Coffee Roaster (Wales)
◦ WEEE Recycle - Refurbishment Business (Scotland)
Support
2017 - 2020
job
Head of Operations, Roastery and Field Service
Bridge Coffee Roasters.
* Responsible for the financial performance and leadership of the service, operation and roastery departments.
* Project managed the entire Coffee Roastery implementation from conception to go live in June 2019.
* Just in time methodology used on green bean to final coffee roasting production
* Sourcing of all production equipment, roaster, bagger, packing and associated equipment.
* Ownership of costing, planning and implementing an onsite roastery and successfully implemented systems and processes.
* Identified and implemented efficiencies within procurement equating to a %15 cost reduction on large suppliers
* Liaise with the speciality coffee association regarding specialised training and qualification to become a SCA training academy (1 of only 9 in the UK)
* Developed and delivered projects that improved customer experience. Rolled out Net Promote Score to the business
* Proposed, sourced and transferred all cup purchasing to compostable whilst realising an overall cost reduction.
* Maintained strong stakeholder relationships, influenced decisions and ensured effective communication through all project stages.
* Successfully dealt with escalating reoccurring customer complaints with the key stakeholders.
* Creation of the company food safety management system, Hazard analysis critical control points and threat and vulnerability documentation and procedures
* Project managed the entire Coffee Roastery implementation from conception to go live in June 2019.
* Just in time methodology used on green bean to final coffee roasting production
* Sourcing of all production equipment, roaster, bagger, packing and associated equipment.
* Ownership of costing, planning and implementing an onsite roastery and successfully implemented systems and processes.
* Identified and implemented efficiencies within procurement equating to a %15 cost reduction on large suppliers
* Liaise with the speciality coffee association regarding specialised training and qualification to become a SCA training academy (1 of only 9 in the UK)
* Developed and delivered projects that improved customer experience. Rolled out Net Promote Score to the business
* Proposed, sourced and transferred all cup purchasing to compostable whilst realising an overall cost reduction.
* Maintained strong stakeholder relationships, influenced decisions and ensured effective communication through all project stages.
* Successfully dealt with escalating reoccurring customer complaints with the key stakeholders.
* Creation of the company food safety management system, Hazard analysis critical control points and threat and vulnerability documentation and procedures
Operations, Customer experience, Training, Procurement, Leadership, Management, Sourcing, Service, Implementation, Net, Safety, Costing, Production, Go, Processes, Customer
2017 - 2017
job
Interim Regional Service Manager
Elliott Hire.
* Refreshed and Compiled UK operations Process manuals
* Managed a team of transport and planning colleagues, field-based engineers and technicians, monitored performance and ensured the consistent achievement of project deliverables.
* Oversaw the installation, delivery and post installation services as well as transport planning and delivery of products.
* Planned workflow, assessed priorities, allocated timescales and distributed work per level of expertise required.
* Established a positive and productive site environment, accommodated the roles and needs of diverse teams to promote a cohesive team-based culture, maximised potential and enhanced performance of the team.
* Managed a team of transport and planning colleagues, field-based engineers and technicians, monitored performance and ensured the consistent achievement of project deliverables.
* Oversaw the installation, delivery and post installation services as well as transport planning and delivery of products.
* Planned workflow, assessed priorities, allocated timescales and distributed work per level of expertise required.
* Established a positive and productive site environment, accommodated the roles and needs of diverse teams to promote a cohesive team-based culture, maximised potential and enhanced performance of the team.
Operations, Workflow, Service, Interim, Service Manager, Manager
2016 - 2016
job
National Service Operations Manager UK (UK Operations Director Designate)
Bewleys Coffee.
* Developed a thorough understanding of customer requirements before advising accordingly.
* Performed in a target-driven environment working towards own and team deliverables.
* Identified methods and strategies to improve the overall customer journey and subsequently took ownership of implementing these methods.
* Promoted continuous improvement, delivered training to the team, assessed performance, conducted
appraisals and recognised individuals' needs for further coaching and training.
* Monitored Health and Safety/Environmental and Sustainability across the organisation.
* Performed in a target-driven environment working towards own and team deliverables.
* Identified methods and strategies to improve the overall customer journey and subsequently took ownership of implementing these methods.
* Promoted continuous improvement, delivered training to the team, assessed performance, conducted
appraisals and recognised individuals' needs for further coaching and training.
* Monitored Health and Safety/Environmental and Sustainability across the organisation.
Coaching, Operations, Training, Continuous improvement, Operations manager, Sustainability, Service, Safety, Health, Organization, Manager, Customer
2012 - 2016
job
Costa National and international Service Operations Manager
Whitbread Group.
* Consistently recognised in the top 10% of managers via the companies 'your say' colleague survey
* Leadership responsibility for 4 Regional Service Managers, 12 Service Team Leaders, 90 Field Service Engineers, 24 Brand Service Technicians, 5 Workshop Engineers and 5 Inventory personnel.
* Successfully implemented business restructure and successfully reduced reactive callout time to under 8 hours (Continuous 24-hour clock).
* £10 Million annual machine spend
* Played a key role in Costa Express monthly UK development executive meeting.
* Deputised in the absence of the Managing Director and influenced decisions at director level.
* Poland, France rollout
* Trials in Denmark, Arizona USA and Canada
* Regular meetings in Switzerland with Machine manufactures, including Continuous improvement
* Leadership responsibility for 4 Regional Service Managers, 12 Service Team Leaders, 90 Field Service Engineers, 24 Brand Service Technicians, 5 Workshop Engineers and 5 Inventory personnel.
* Successfully implemented business restructure and successfully reduced reactive callout time to under 8 hours (Continuous 24-hour clock).
* £10 Million annual machine spend
* Played a key role in Costa Express monthly UK development executive meeting.
* Deputised in the absence of the Managing Director and influenced decisions at director level.
* Poland, France rollout
* Trials in Denmark, Arizona USA and Canada
* Regular meetings in Switzerland with Machine manufactures, including Continuous improvement
Operations, Continuous improvement, Operations manager, Leadership, Service, Express, Development, International, Workshop, USA, Manager
1998 - 2012
job
Regional Services Manager
Comet Group PLC.
* Managed Budgets, operations and the performance of Service and home delivery areas including a £750K Spare parts budget.
* Pilot and Company implementor of the Deliberate Customer Journey for Home Delivery to ensure world class customer experience
* Recognised as one of 150 top Managers in the company for staff recognition.
* Leadership responsibility for 6 Operation Team Managers and 1 Operation Support Manager (Deputy Manager) 4 Senior engineers, Workshop Manager, Customer Care Manager, Inventory Manager and 4 senior drivers.
* Increased FTS to 98% and job volume by 33%.
* Successfully reduced sickness to 4.6% (6.5% budget) and mentored/developed colleagues resulting in the promotion of 5 subordinates within the business.
* Reviewed deliverables to ensure schedules were maintained, while meeting with quality standards, endorsing changes to plans where applicable.
* Responded promptly and effectively to changing circumstances, planned for contingencies and managed conflicting priorities.
Comet
Reclaimed Parts Project Manager
* Created and implemented the reclaimed parts concept within the organisation.
* Delivered reductions in component cost per job, beyond economical repair products, component spend and customer complaints.
* Played a key role in the company achieving green credentials.
* Pilot and Company implementor of the Deliberate Customer Journey for Home Delivery to ensure world class customer experience
* Recognised as one of 150 top Managers in the company for staff recognition.
* Leadership responsibility for 6 Operation Team Managers and 1 Operation Support Manager (Deputy Manager) 4 Senior engineers, Workshop Manager, Customer Care Manager, Inventory Manager and 4 senior drivers.
* Increased FTS to 98% and job volume by 33%.
* Successfully reduced sickness to 4.6% (6.5% budget) and mentored/developed colleagues resulting in the promotion of 5 subordinates within the business.
* Reviewed deliverables to ensure schedules were maintained, while meeting with quality standards, endorsing changes to plans where applicable.
* Responded promptly and effectively to changing circumstances, planned for contingencies and managed conflicting priorities.
Comet
Reclaimed Parts Project Manager
* Created and implemented the reclaimed parts concept within the organisation.
* Delivered reductions in component cost per job, beyond economical repair products, component spend and customer complaints.
* Played a key role in the company achieving green credentials.
Project Manager, Operations, Budget, Customer experience, Leadership, Service, Support, Organization, Workshop, Manager, Customer
My education
Broadway Comprehensive School
N/a, N/a
N/a, N/a
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