Edina Hakze

Online CV

  • Interim Manager of the Year 2006/2007 Nominee

  • Welcome

    Welcome to my website.

    Successful in both Operations and PMO/Programme management.

    Here you can view my experience and look in more detail at my successes and the companies
    I've worked for and even see some things that make me smile.


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Operations | Project | Manager

Hakze-Gon  Ltd                                                                                                                                  2002 to date

Business Improvement, Transformation & Change Specialist, working with local SME’s, Dot.Com & Blue Chip Clients, including:-

HomeServe –  Home Insurance – Operations Project Manager 2012- 2013

  • Identified deliverables, ran and delivered Projects on concurrent  Operational workstreams to identify and stop leakage (400k).
  • Collaborating and communicating with stakeholders at all levels including key meetings, workshops and steering committee.
  • Designed and implemented business processes to eliminate process error increasing bottom line & inform new programme.
  • Defined and implemented PM processes and reporting for operational projects and continuous improvement.

Jackson Francis PLC – Pension Investment Company – Operations Project Manager 2012

  • Mapped end-end business processes, eliminating spurious processes, recommended, planned & implemented change.
  • Managed staff through change and championed a supportive cooperative culture throughout the business.
  • Devised and introduced scripts and processes in line with FSA Compliance guidelines.

Platinum Claims Ltd – Claims Management Company – Operations Project Manager 2012 

  • Tracked and mapped business processes, introduced objective, SLA’a KPI’s and staff accountability.
  • Implemented full automated workflow for full claim cycle reducing duplication of work and increasing profitability per claim.
  • Designed and introduced performance related pay and bonus scheme, reduced attrition & absence whilst reducing payroll.
  • Devised communication strategy for e-channel and legacy.
  • Devised and implemented compliance strategy in line with Ministry Of Justice guidelines

No1Accident Claims Ltd – Claims Management Company – Operations Project Manager 2011 

  • Improved productivity, implemented business process, objectives, SLA’s, KPI’s, maximized efficiency increasing revenue by approx. £800k per annum in first month.
  • Delivered compliance to the company to Ministry Of Justice specifications in time for full audit.
  • Saved £350k a year and further increased productivity by 15% by challenging & improving the business model.
  • Increased staff retention by 75% by delivering stability and consistency through JD’s, PDP’s & values.

Royal Bank of Scotland- Operations Project Manager 2010

  • Devised communication strategies mainly concentrated on the use and application of Digital technologies, for Programme & Project Management Consultants saving up to £500 per consultant per month equalling £150k pa

Merseyrail– Operations Project Manager- 2010

  • Following detailed analysis of previous methodologies employed in the customer service arena worked closely with Merseyside Passenger Transport Executive to deliver improved processes delivering metrics to enable time table revision for peak times.

Rural Payments Agency (DEfRA) – Operations Project Manager 2006 – 2009

  • Produced & presented to the board the strategy document for a Major Payments Scheme including objectives, key targets & capacity plan to enable cost & resource savings whilst ensuring Compliance & minimal exposure to risk.
  • Led outsourcing programme (BPO) of Document Management function to a managed service ensuring alignment with complex European government contract & tender processes (OJEC) along strict customer requirements, SLA’s, KPI’s and MI.
  • Achieved targets ahead of expectations delivered within budget by rejuvenating & transforming approx. 750k complex processes across six sites with accountability for 4.5k staff, restoring public confidence and staff morale.
  • Reduced processing time, saved £multi-million & vastly improved performance by radically streamlining whole operation & initiating performance reviews & PDP’s and setting robust SLA’s KPI’s, business objectives & targets.
  • Improved clarity of reporting to the House of Commons & board by initiating an MI suite based on KPI’s with key meetings to identify nation progress against strategy, plan & targets.
  • Led radical Call Centre & culture change by introducing new technology, methodologies, retraining & reducing personnel consequently achieving cyclical targets whilst maintaining BAU & increasing customer satisfaction.

Hamsin Limited – On-Line retailer – Operations Project Manager 2005 – 2006

  • Automated multiple processes which improved productivity & reduced headcount saving approx. £500k per annum.
  • Blueprinted & project managed shoe import process, identified & implemented electronic filing/logging system saving £150k p.a. & reducing late cancellations to zero.

Criminal Records Bureau- Operations Project Manager 2002 – 2005

  • Designer & leader of attendance database reducing absence from 26% to 12% saving £100k p.a. rolled out to rest of business.
  • Reduced error & rework by 90% by introducing a Quality Assurance programme aligned to the Business strategy subsequently instilling an ethos of trust & accountability by making results and methods transparent & introducing feedback loops & quality circles.
  • Eradicated 82k paper and input backlog in 4 months through leading major process review, team restructuring and driving several system enhancement opportunities.
  • Led major cultural change programme improving recruitment & retention by implementing clear JD’s, PDP’s a training & induction programme & introducing an effective reward structure leading to career progression.
  • Realised a profit of 500k in 18 months for 12m annual budget inherited at 25m budget over by writing the Operations Strategy, building the operations plan, tightly controlling spend & leading & tracking transformational change.
  • Initiated & led a shared service project to incorporate the contact centre, back office & finance delivering cost, accuracy and efficiency savings of 500K per annum.
  • Established collaborative stakeholder relationships with Home Office Senior Managers & Union to facilitate the design and implementation of joint working practices and arrangements.
  • Gained a Centre Of Excellence award for a telephony, correspondence & e-channel Customer Service Dept. by developing a system to monitor, report and measure performance based on Regulatory requirements & objectives complete with a customer feedback mechanism.

Santander-Abbey National – Operations Project Manager – 1996 – 2002

  • Relationship Manager to Pitney Bowes and Capita for outsource of Customer Service & Claims Call.
  • Led the Back Office provision for a Brownfield site to establish new a Fulfilment operation and team, including £9m procurement of specialist Data Capture equipment, scoping systems specifications.
  • Initiated & PM outsourcing of Financial Service’s fulfilment process to third party with a resulting £3m saving.

Earlier Career

Call Centre Manager: –                        Girobank                                                Virgin,                                                      Cable North West

Manager: –                                            Alliance and Leicester                        Abbey National

Project/Programme/PMO manager: –         Abbey National                                             CRB                                                             RPA


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