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Jemma Heathcote 10 Hone Hill, Sandhurst, Berkshire, GU47 9DH 07985 194293 [email protected] Personal Profile A highly motivated and genuinely flexible senior manager possessing extensive knowledge of retail operations at all levels with a particular focus on human resources. Areas of expertise include productivity management and succession planning as well as revenue protection and change management. Excelling in coaching management teams to maximise performance against a broad range of KPIs, my skills are both comprehensive and highly transferable. Exceeding typical expectations in any role undertaken, certain to add value within any organisation. Key Skills 14 years of experience in the retail sector, fulfilling roles at up to Regional management level. Track-record of contributing significantly to profitability, employee performance and compliance. Troubleshooting, analysing business issues, conducting route cause analysis and driving change. Excellent coaching skills, supporting and mentoring managers to maximise performance against KPIs. Rapid acclimatisation to new responsibilities, impacting positively within a short time period. Influencing Key stakeholders, Liaising cross formats with Stores and Head Office. Relevant Training 2008: Personnel Skills Level 1 Certificate - The Home Learning College Various Tesco Internal Courses Employment Law, Performance Management, Coaching and Leadership, Disciplinary, Grievance and Appeal Hearing, Redundancy, Development and talent planning, Audit Governance, right to work in UK, Contractual Notice and Dismissal. Formal Education 2000 – 2002: Academy of Contemporary Music, Guildford HND in Business and Music Studies 1995 – 2000: Ranalagh C of E, Bracknell 9 GCSEs, including English, Mathematics and Science Employment History 2002 – To Present Tesco During my enjoyable yet suitably challenging career with this leading UK retailer, I have steadily progresses through a series of roles as a result of my performance and the completion of both management and senior team and Future leader development programmes, the last Five years being within the HR function. The majority of my career has been spent working within the company's UK flagship branch at Sandhurst. I am Currently working towards becoming a People Manager for a Group of stores to take me to next work level and stage in my Career path before getting to my destination role of ER.I am currently starting my studies into CIPD level 7 qulification. January 2016-Present: Resource Planning Coach Group Team. (Project Trial)

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Page 1: Jemma Heathcote Cv 2016

Jemma Heathcote10 Hone Hill, Sandhurst, Berkshire, GU47 9DH

07985 194293

[email protected]

Personal Profile

A highly motivated and genuinely flexible senior manager possessing extensive knowledge of retail operations at all levels with a particular focus on human resources. Areas of expertise include productivity management and succession planning as well as revenue protection and change management. Excelling in coaching management teams to maximise performance against a broad range of KPIs, my skills are both comprehensive and highly transferable. Exceeding typical expectations in any role undertaken, certain to add value within any organisation.

Key Skills

➢ 14 years of experience in the retail sector, fulfilling roles at up to Regional management level.➢ Track-record of contributing significantly to profitability, employee performance and compliance.➢ Troubleshooting, analysing business issues, conducting route cause analysis and driving change.➢ Excellent coaching skills, supporting and mentoring managers to maximise performance against KPIs.➢ Rapid acclimatisation to new responsibilities, impacting positively within a short time period.➢ Influencing Key stakeholders, Liaising cross formats with Stores and Head Office.

Relevant Training

2008: Personnel Skills Level 1 Certificate - The Home Learning College

Various Tesco Internal CoursesEmployment Law, Performance Management, Coaching and Leadership, Disciplinary, Grievance and Appeal Hearing, Redundancy, Development and talent planning, Audit Governance, right to work in UK, Contractual Notice and Dismissal.

Formal Education

2000 – 2002: Academy of Contemporary Music, Guildford➢ HND in Business and Music Studies

1995 – 2000: Ranalagh C of E, Bracknell➢ 9 GCSEs, including English, Mathematics and Science

Employment History

2002 – To Present TescoDuring my enjoyable yet suitably challenging career with this leading UK retailer, I have steadily progresses through a series of roles as a result of my performance and the completion of both management and senior team and Future leader development programmes, the last Five years being within the HR function. The majority of my career has been spent working within the company's UK flagship branch at Sandhurst. I am Currently working towards becoming a People Manager for a Group of stores to take me to next work level and stage in my Career path before getting to my destination role of ER.I am currently starting my studies into CIPD level 7 qulification.

January 2016-Present: Resource Planning Coach Group Team. (Project Trial)

Working for the Store Director South to Inspire and Lead 24 stores across Surrey, Sussex and Kent to implement the New I.T scheduling programme for stores by Coaching and leading store teams on how to build and sustain Great people routines and how to build bespoke People plans to address any issues. Support Great Resource planning in stores using available hours to budgets set, support all levels of Management in Store, Group and Office to build a clear programme of works and change to launch project to whole estate within next year.

➢ Influencing key stake holders in the vision of “Making every hour count for customers and colleagues “and how using Whole Store Scheduler in weekly resource planning and periodic resource planning meeting all link together.

➢ Support and coach the store teams on how they can achieve the vision and sell the benefits to each individual.

➢ Clearly describe why it’s important for all people routines to happen and the benefits of completing them for Managers and Colleagues.

➢ Support, coach and Mentor the store teams to improve how they complete their people routines and how this will support resource planning and help build a sustainability plan to ensure routines are kept to the highest standard.

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➢ Ensure or legal people routines are signed off and validated in each store quarterly.➢ Train and coach the store teams in using New I.T solutions to improve resource planning by using the

resource planning cycle.➢ Support and coach the store teams in their roles and responsibilities in the resource planning process➢ Gather regular insight and feedback on the pilot and make recommendations for the future rollout to all

stores.➢ Provide regular updates to the Group Team and Head Office Programme and Project Team, I work with to

ensure there are never any surprises and also inform how non trial stores can start to adopt changes in order to get ready for the launch to Estate.

➢ Help Plan resource for management vacancies and look for supply and demand in the future across group.➢ Lead Store Director Forum meetings discussing issues across group and find resolves and feeding back to

Head office.➢ Facilitate and arrange all People Manager meetings for Group.➢ Encourage others to think differently, providing an environment where creativity and new ideas are

welcomed.➢ I deliver new initiatives, providing feedback on how they could be further improved. Build Strong

relationships with Key stake holders in the project from directors and build credibility to influence changes within project and understand how my business operates.

➢ I lead by example, live the values and every colleague knows who I am and what I stand for. I explain how and why I have reach my decisions so that the people that matter most have the right answer and understand why.

➢ Look after group in People Managers Group absence being the groups valued expert.➢ Resolve Colleague complaints from across group passed by ER team.➢ Investigate and resolve Grievances at stage 1 and 2 for Colleagues across group.➢ Develop and build clear training plans and objectives for new People managers in stores.➢ Support launch and delivery of Company business plan across group.

May 2014- January 2016: Personnel Manager Guildford Superstore. £1.6 million a week turnover,430 Colleagues

Subject matter expert in Personnel and change model and leading the culture, building capability at all levels of Staff, delivering world-class people processes and routines, Finding and developing talent to find leaders for tomorrow and the future. Delivering what matters to colleagues, Customer and the community by role modelling leadership and values such as Collaboration, Empathy, Responsiveness, Resilience and Innovation.

➢ Ensure my store is in line with business models and change factors by aligning Colleagues at all levels and coaching them to deliver the plan to timescales and ensure the change is embedded.

➢ Being the voice of the people when business decisions made and understanding the impact of change to Colleagues and how to deliver plan effectively.

➢ Conscience of store manager when making decisions.➢ Owner of forum and union Meetings working in partnership together.➢ Expert in Grievance and disciplinary procedures.➢ Attendance management ensure all process followed and stand over the correct decisions being made to

reduce absence in store and below target.➢ Cover Group Personnel Manager when on leave supporting 22 stores across Kent, Sussex and Surrey.➢ Leading fun at work activities and engaging team to participate in bringing customers and colleagues

closer together.➢ Deliver 100% compliance with all Right to work and compliance legislation.➢ Analyse all KPIS and spot trends in the performance of the store, build and deliver a plan to build capability

where it is needed. ➢ Training and development of all level of colleagues to ensure clear understanding and up skilling to enable

colleagues to deliver their roles to the highest of levels.➢ Chairing conference calls for Business critical information and communicating the message clearly and

effectively.➢ Making the right decision for our customers through staffing levels, recruitment and selection by selecting

the best candidates for all roles whilst maintaining an ideal base structure but creating a flexible work force.

➢ Managing the Law and audit governance gate holder, expert in subject ensuring store is 100% compliant to standards and audits.

➢ Payroll and HR systems, ensuring all payroll is processed and authorised to ensure no pay queries and all colleagues paid correctly.

➢ Building relationships with other company’s community and schools by engaging them in local initiatives that are set up and supporting work in community by fundraising, charity work and my customer events.

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November 2013 – May 2014: Senior Customer Services Manager, Sunbury Extra £ 1.8 Million per week 480 staff

Subject matter expert on staff scheduling, working with senior management across store portfolio to provide Great service to our customers, ensuring that staffing resource effectively meets the needs of the business while minimising excess labour costs. Ensure all Cash, Banking and Lottery Process are adhered to whilst delivering key KPIs and Performance indicators.

➢ Ensuring we deliver the customer promises for our customers and checkouts are staffed correctly and delivering great service.

➢ Monitoring productivity levels and intervening if performance slips with Colleagues, escalating if necessary.➢ Leading and coaching and holding 121 meetings weekly with my Managers to deliver high performance.➢ Senior duty Management.➢ Face of the store in the community and Charity function.➢ Resolving and supporting customers with issues that they may have the store whilst protecting the brand

and company reputation.➢ Track and set budgets for store expenses and challenge discrepancies.➢ Long term planning of Recruitment, Development and labour turnover within department

March 2013 – November 2014: Ideal Structures and Base Coach (Regional Secondment) 12 stores total 1300 staff

Subject matter expert on staff scheduling, working with management across a regional store portfolio to provide guidance on and oversee adherence to 'Ideal Schedules' guidelines, ensuring that staffing resource effectively meets the needs of the business while minimising excess labour costs.

➢ Visiting each store on a regular basis to interface with management and address any concerns.➢ Monitoring productivity levels and intervening if performance slips, escalating if necessary.➢ Sharing learning across the store portfolio, coaching management to deliver high performance.➢ Tracking progress of each store via reviewing weekly work-plans.➢ Providing feedback to programme managers in head-office, highlighting issues of concern.➢ Encouraging confidence in management teams to enable them to maintain performance autonomously.

Oct 2012 – March 2013: Maternity Leave

June 2010 – Oct 2012: Personnel Manager, Brooklands £1.7 million per week 620 staff

➢ Overseeing and supporting managers in all facets of managing employee standards, welfare & development.

➢ Managing attendance, overseeing attendance review meetings and disciplinary procedures as necessary.➢ Ensuring staff are paid accurately and promptly, monitoring overtime and distributing pay-slips.➢ Interfacing with all new starters and leavers to ensure effective inductions and minimise attrition.➢ Reviewing staff progression against defined training matrices and ensuring key talent is progressed.➢ Assisting managers in resolving staff performance issues, advising on procedure, best-practice &

legislation.➢ Interfacing with staff at all levels to understand related issues and concerns.➢ Coordinating and facilitating training sessions to increase capability across the store.

Nov 2009 – June 2010: Personnel Manager, Sandhurst £2.8 million Per week 700 Staff

Duties within this role were identical to that detailed above.

Jan 2009 – Nov 2009: Shrink and Security Manager & Lead Duty Manager, SandhurstUndertaking the Senior Team Development Programme, responsible for managing a coaching a team with accountability for delivering security and shrinkage routines, protecting company assets, staff and customers.

➢ Ensuring the store has security and shrinkage sustainability plans in place and delivering training to the management team to ensure that these routines are adequately managed.

➢ Ensuring best-practice, legal legislation and company policy is adhered to within these functions.➢ Tracking and analysing dishonoured sales, cash and cash equivalents, assisting managers to identify areas

of loss or potential loss.➢ Contributing to the delivery of financial key performance indicators for the store, increasing performance

results in terms of crime reduction, stock loss and cash losses.➢ Working with staff at all levels to ensure that they feel safe while carrying out their duties in store.➢ Implementing change within the store to facilitate continual improvements.

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June 2008 – Jan 2009: Clothing Manager, Sandhurst

➢ Responsible for all aspects of the efficient, profitable and compliant running of the clothing section.➢ Leading and coaching the team in the delivery of outstanding shopping experiences within the section.➢ Managing the layout of the section in accordance with space matrix and visual merchandising guidelines.➢ Ensuring best-practice is followed within the warehouse, maximising product availability.➢ Driving awareness of security considerations across the section, working to protect store revenue.➢ Ensuring the presentable state of all display and fitting room areas.➢ Auditing the section and interfacing with customers to identify opportunity for performance improvement.➢ Managing staffing levels, training and development, as well as performance management and discipline.

March 2008 – June 2008: Human Resource Manager, Sandhurst

➢ Full-cycle recruitment responsibility, from requirements definition through to new colleague induction.➢ Ensuring payroll is processed in a timely and accurate manner.➢ Managing disciplinary and grievance procedures.➢ Overseeing the facilitation and delivery of staff training and development programmes.

July 2007 – March 2008: Maternity Leave

Nov 2006 – July 2007: Electrical and Entertainment Manager, Sandhurst

Responsibilities within this role were essentially identical to that listed overleaf (Clothing Manager June 2008), albeit managing different sections. Additional considerations included enhanced revenue protection procedures due to the high value of electrical goods and ensuring that section staff were appropriately trained to advise shoppers on the technical elements of the lines stocked.

March 2005 – Nov 2006: Clothing Manager, Abingdon

Responsibilities within this role were essentially identical to that listed overleaf (Clothing Manager June 2008).

June 2003 – March 2005: Non-Food Manager, SandhurstJan 2003 – June 2003: Non-Food Stock Control GA, Sandhurst

Undertaking the Tesco Management Development Programme, working within the non-food categories which include electrical goods, clothing, home-wear and entertainment, originally as a General Assistant before taking on a management role following completion of the relevant training.

➢ Duty Manager responsibility on rotation, dealing with any issues promptly as a senior member of staff.➢ Managing the non-food warehouse team, monitoring performance and welfare while ensuring that

adequate staff coverage is in place at all times and in line with business requirements.➢ Managing shrinkage, including monitoring unknown loss budgets.➢ Maximising product availability through overseeing timely and accurate stock counts.➢ Ensuring compliance guidelines are adhered to in order to ensure all KPIs are achieved.➢ Minimising warehouse congestion through overseeing daily stock investigations.➢ Driving trade, supporting promotions and offers through ensuring smooth stock movements.➢ Ensuring electrical (high-value) returns are dealt with according to strict policy and procedure.

2002 – 2003: Customer Service Representative, Sandhurst

➢ Manning a busy customer service desk, directly engaging with customers to offer advice and effectively deal with nay complaints or special requests, playing a critical front-line role in maximising customer satisfaction and ultimately protecting brand reputation through professional service.

➢ Noted for my high performance and invited to undertake the Management Development Programme.

References Available On Request