Resume

Profile

I am a passionate, delivery-driven data and operations professional with a strong track record of leading complex programmes, driving digital transformation, and embedding data into decision-making. With a background in software development and public sector operations, I bring a unique blend of technical insight, strategic thinking, and people-centred leadership.

My career has been shaped by a commitment to integrity, clarity, and purpose. I thrive on solving complex problems, aligning delivery with organisational goals, and creating inclusive, high-performing teams. Whether leading Application Programming Interface development, upgrading software frameworks, or managing User Interface migrations, I consistently deliver results that improve performance, enhance user experience, and support long-term sustainability.

I champion agile methodologies, continuous improvement, and collaborative working. I’ve introduced sprint planning, automated testing, and stakeholder-led design to accelerate delivery and improve data reliability. I’ve also embedded infrastructure upgrades into strategic roadmaps, reducing developer task times and improving client outcomes.

Beyond technical delivery, I’ve led initiatives to streamline operations, implement tools like Zendesk and Monday.com, and support sustainability goals through data integration. I’ve coached cross-functional teams, developed performance frameworks, and advocated for equality, diversity, and inclusion in every aspect of programme design and team culture.

I believe in the power of data to transform services and empower communities. My approach is grounded in empathy, accountability, and a relentless curiosity to learn and improve. I’m excited to contribute to meaningful, insight-led transformation - turning ideas into action and outcomes that matter.

Jennifer Smith

Strategy to BAU Transition Contractor

Resources, Property and Assets (Home to School Transport)

Led the seamless integration of strategic initiatives into sustainable business-as-usual operations, with a focus on data maturity, operational efficiency, and cross-functional collaboration within the Supported Transport Service.

  • Strategic Implementation: Oversaw the transition of key Integrated Transport Delivery Hub programme workstreams - including Safer Walking Routes, Alternative Travel Budgets, and Appeals Process - into Business Aa Usual, ensuring continuity, accountability, and measurable outcomes.

  • Project Delivery: Managed pilot schemes and supported the development of new service models, aligning project outcomes with operational capabilities and long-term service goals.

  • Data Governance & Quality: Conducted quality assurance checks on datasets, improving reporting accuracy and enabling data-driven decision-making across multi-agency teams.

  • Information Governance: Completed a comprehensive Record of Processing Activity assessment, ensuring compliance with GDPR and internal data handling standards.

  • Process Optimisation: Collaborated with service leads to embed new documentation, workflows, and procedures, enhancing operational consistency and service delivery.

  • Data Maturity & Capability Building: Supported the development of a data maturity roadmap, mentoring internal teams to build sustainable data practices and analytical skills. Recommended tools and systems to support long-term data strategy.

  • Financial Modelling: Worked with finance leads to design a new financial modelling tool, integrating with existing databases to support forecasting and cost modelling for channel shift initiatives.

  • Dashboard Development: Enhanced existing dashboards to incorporate procurement and tendering data, improve filter functionality, and align with strategic Key Performance Indicators and performance metrics.

  • IT & Systems Integration: Partnered with IT to support the development and integration of Liquidlogic modules (EYES, LIFT, LAS, LCS), providing user-informed recommendations for system improvements.

  • Benchmarking & Communications: Reviewed public-facing data and performance content, benchmarking against other local authorities to improve transparency and stakeholder engagement.

  • Fleet & Resource Planning: Collected and analysed data to support options appraisals for future delivery models, including depot utilisation and fleet efficiency aligned with Integrated Transport Delivery Hub programme proposals.

Experience

Head of Operations

Operations Manager

Studio Operations Manager

Oversaw and optimised operations for a leading provider of intelligent automation tools, driving operational excellence in a high-growth environment.

  • Strategic Growth: Partnered with leadership to scale the business from £13K to £1.5M annual turnover, securing growth through operational alignment and innovation.

    • Developed and executed comprehensive project roadmaps, aligning initiatives with long-term business objectives to maximise impact.

    • Managed high-performing, cross-functional teams, ensuring seamless coordination with stakeholders to accelerate success.

    • Identified and mitigated risks proactively, implementing strategic solutions to safeguard outcomes.

    • Provided executive-level insights through data-driven reviews, enabling informed decision-making and continuous improvement.

    • Led multiple large-scale projects, ensuring alignment with corporate growth strategies while maintaining scope, budget, and timelines.

    • Developed best practices and continuous learning frameworks to refine execution and elevate organisational agility.

  • Project Management: Extensive experience in planning, executing, and closing projects. Implemented agile methodologies and project management frameworks to drive efficiency, ensuring timely delivery of key initiatives across multiple departments.

  • Financial Excellence: Elevated Research & Development tax claims from £10K to over £100K annually by streamlining financial reporting and compliance.

  • Team Development: Spearheaded Human Resources initiatives, improving retention and satisfaction by 30% and growing the workforce by 25% across the UK, Europe, and USA.

  • Operational Efficiency: Improved productivity by 20% through process enhancements across Human Resources, IT, Finance, and Compliance.

  • SaaS Solutions: Led the development and implementation of SpinMe Studio Solutions, enhancing global studio efficiency with scalable workflows.

  • Cross-functional Leadership: Fostered collaboration through advanced project management tools, enhancing departmental synergy and decision-making.

  • Industry Partnerships: Built strategic alliances with industry leaders, establishing the company’s reputation as a trusted provider of workflow solutions.

  • Human Resources: Wrote, implemented and reviewed annually Human Resources policies covering leave, code of conduct, social media, disciplinary, grievance, diversity and inclusion, performance management, etc.

  • Studio Management: Efficiently overseeing studio operations, resources, and workflows to optimise productivity and creative output.

Business Support Contractor

11–25 Permanency Team (Social Care)

Delivered high-impact administrative and operational support within a dynamic social care environment, ensuring the smooth functioning of services for vulnerable young people transitioning to independence.

  • Operational Leadership: Streamlined business support functions across the Permanency Team, enhancing service delivery through improved coordination, documentation, and workflow management.

  • Strategic Contribution: Collaborated with senior managers to align administrative processes with statutory requirements and service priorities, contributing to improved outcomes for care-experienced young people.

  • Project Coordination: Led the planning and execution of key administrative projects, including audit preparation, data cleansing, and service reviews, ensuring compliance with local authority standards and deadlines.

  • Risk Management: Identified procedural gaps and implemented robust administrative controls to mitigate risks related to data handling, safeguarding, and service continuity.

  • Performance Reporting: Produced high-quality reports and dashboards using case management systems and Excel, enabling evidence-based decision-making and continuous service improvement.

  • Multi-Agency Collaboration: Supported cross-functional teams including social workers, personal advisors, and commissioning officers, ensuring timely communication and coordination across services.

  • Process Improvement: Introduced new templates, digital filing systems, and workflow trackers that reduced administrative duplication and improved response times.

  • Financial Oversight: Assisted with budget monitoring, invoice processing, and procurement tasks, ensuring accurate financial tracking and adherence to council procedures.

  • Team Support & Development: Provided onboarding and mentoring for new administrators and agency staff, fostering a collaborative and knowledgeable support team.

  • Policy & Compliance: Maintained up-to-date knowledge of GDPR, safeguarding protocols, and local authority policies, ensuring all administrative practices met regulatory standards.

  • Technology Integration: Utilised systems such as Liquidlogic, ContrOCC, and MicroSoft Teams to manage caseloads, track performance, and support hybrid working arrangements.

Business Support Contractor

MASH (Multi-Agency Safeguarding Hub)

Delivered critical administrative and operational support within a high-pressure safeguarding environment, ensuring timely and accurate coordination of multi-agency responses to protect vulnerable children and young people.

  • Safeguarding Operations: Supported the daily functioning of the Multi Agency Safeguarding Hub team by managing sensitive referrals, triaging cases, and ensuring accurate data entry into safeguarding systems under tight timeframes.

  • Multi-Agency Coordination: Acted as a central point of contact for partner agencies including police, health, education, and social care, facilitating efficient information sharing and case progression.

  • Process Optimisation: Streamlined referral handling processes, reducing response times and improving the accuracy of initial decision-making through enhanced administrative workflows.

  • Risk Management: Maintained strict adherence to safeguarding protocols and GDPR, ensuring all information was handled with the highest level of confidentiality and compliance.

  • Performance Monitoring: Produced daily and weekly performance reports, tracking referral volumes, response times, and outcomes to support strategic oversight and continuous improvement.

  • Crisis Response: Provided responsive administrative support during high-volume periods, ensuring no delay in the processing of urgent safeguarding concerns.

  • System Expertise: Utilised systems such as Mosaic, EHM, and secure email platforms to manage referrals, log decisions, and support audit readiness.

  • Stakeholder Engagement: Built strong working relationships with internal teams and external partners, contributing to a collaborative and responsive safeguarding culture.

  • Policy & Compliance: Ensured all administrative practices aligned with local safeguarding board procedures and national statutory guidance, including Working Together to Safeguard Children.

  • Training & Induction: Supported the onboarding of new staff and agency workers, providing system training and guidance on Multi Agency Safeguarding Hub protocols and workflows.

General Manager

(Education Sector)

Led the full operational and strategic management of a multi-outlet hospitality service within a fast-paced educational environment, delivering exceptional service standards while driving sustainability, compliance, and financial performance.

  • Operational Leadership: Oversaw daily operations across a bar, restaurant, coffee shop, and retail outlet, ensuring seamless service delivery and a consistently high-quality guest experience.

  • Stakeholder Engagement: Acted as the primary point of contact for clients, guests, suppliers, and staff, fostering strong relationships through clear, friendly, and professional communication.

  • Compliance & Safety: Maintained full legal compliance across health & safety, food safety, and environmental standards. Successfully retained a 5* Environmental Health Officer rating and achieved Soil Association Food for Life accreditation.

  • Financial Management: Held full Profit & Loss responsibility, delivering accurate forecasting, budget control, and financial reporting. Achieved 63% gross profit, 40% labour ratio, and reduced disposable usage to 8%.

  • Human Resources: Managed all Human Resources functions including recruitment, onboarding, training, rota planning, payroll, holiday and sickness tracking, and performance management. Led a high-performing team with a focus on retention and development.

  • Sustainability & Innovation: Championed green business practices aligned with BaxterStorey’s sustainability goals and client values, including Fairtrade reporting and waste reduction initiatives.

  • Recognition & Results: Secured 90% satisfaction from ESB audits continuously, reflecting consistent operational excellence and customer satisfaction.

  • Stock & Cash Control: Implemented robust systems for stock management, ordering, and cash handling, ensuring accuracy, accountability, and cost efficiency.

  • Leadership & Culture: Provided hands-on leadership in a dynamic, ever-changing environment, cultivating a resilient, motivated team culture and driving continuous improvement.

Deputy General Manager

Country Inns Group

Delivered operational leadership across a high-end hospitality environment, with a strong focus on HR management and stock control to ensure smooth day-to-day operations and exceptional guest experiences.

  • HR Leadership: Oversaw all aspects of recruitment, onboarding, and staff development, ensuring compliance with employment law and company policies while fostering a positive and high-performing team culture. Moving from red to green for Human Resources audit.

  • Workforce Planning: Managed rotas, absence tracking, and performance reviews, optimising staffing levels to meet business needs and improve labour efficiency.

  • Training & Development: Implemented structured training programmes and mentoring for front-of-house and kitchen teams, improving service standards and staff retention.

  • Stock Control & Procurement: Led end-to-end stock management processes, including ordering, inventory checks, and supplier negotiations, reducing wastage and improving cost control.

  • Financial Oversight: Monitored daily revenue, labour costs, and stock variances, contributing to accurate forecasting and improved profit margins.

  • Operational Excellence: Supported the General Manager in delivering high standards across food, beverage, and accommodation services, ensuring compliance with health and safety, licensing, and brand standards.

  • Customer Experience: Handled guest feedback and service recovery with professionalism, maintaining high satisfaction scores and repeat business.

  • Compliance & Policy: Maintained up-to-date Human Resources records, conducted disciplinary and grievance procedures, and ensured adherence to GDPR and health & safety regulations.

  • Team Leadership: Motivated and led a diverse team across departments, promoting a collaborative and accountable working environment.

  • Systems & Reporting: Utilised Electronic Point of Sale and stock management systems to generate reports, track Key Performance Indicators, and support data-driven decision-making.

Personal Development

  • In Progress

    Gained a solid foundation in Lean principles and methodologies, focusing on waste reduction, process efficiency, and continuous improvement. Developed practical skills in value stream mapping, root cause analysis, and stakeholder engagement to drive operational excellence across service areas.

  • PASS

    Gained a solid foundation in Lean principles and methodologies, focusing on waste reduction, process efficiency, and continuous improvement. Developed practical skills in value stream mapping, root cause analysis, and stakeholder engagement to drive operational excellence across service areas.

  • PASS

    Developed a strong understanding of data protection principles, including GDPR compliance, information governance, and secure data handling practices. Gained practical knowledge in identifying data risks, managing access controls, and supporting organisational data security frameworks.

  • PASS

    Gained foundational knowledge of coding principles and logic structures, including variables, loops, and conditionals. Developed practical skills in reading and writing basic code, understanding algorithms, and applying problem-solving techniques using languages such as Python and HTML.

  • PASS

    Gained essential knowledge of cyber security principles, including threat identification, secure data handling, phishing prevention, and best practices for protecting organisational systems and information assets.

  • 2:1 BA Hons Degree

    Developed strong visual storytelling skills with a focus on ethical reporting, narrative structure, and documentary practice. Gained hands-on experience in photography, editing, and multimedia production, with an emphasis on real-world social issues and journalistic integrity.

Skills

  • Proficient in Microsoft Office 365 applications including Outlook, Word, Excel, PowerPoint, Teams, and SharePoint. Skilled in document management, collaborative working, data analysis, and digital communication within cloud-based environments.

  • Developed core project management skills including planning, risk assessment, stakeholder engagement, and delivery tracking. Gained practical experience in applying project frameworks to ensure successful implementation of initiatives on time and within scope.

  • Fostered a high-performance team culture through targeted recruitment, structured onboarding, and continuous professional development. Prioritised clear communication, role clarity, and individual growth, resulting in improved staff retention, increased engagement, and enhanced service delivery. Implemented mentoring and peer support frameworks to build resilience, encourage collaboration, and align team strengths with organisational goals.

  • Developed a strong understanding of strategic planning, business scaling, and performance optimisation. Gained practical insights into aligning operational goals with long-term vision, identifying growth opportunities, and driving sustainable organisational development.

  • Implemented streamlined processes and system improvements to enhance productivity, reduce waste, and optimise resource allocation. Leveraged data insights and cross-functional collaboration to identify bottlenecks and drive continuous improvement. Achieved measurable gains in service delivery, cost control, and team performance through a proactive, solutions-focused approach.

  • Experienced in guiding teams and stakeholders through organisational change, ensuring smooth transitions and minimal disruption. Skilled in planning, communication, and implementation of change initiatives, with a focus on building resilience, fostering engagement, and aligning changes with strategic goals.

Previous Deliverables