Ed Cvijan

As a Digital Project Manager at University Hospitals Southampton, I lead the implementation of diverse digital change projects within Outpatient Services, managing a current budget of approximately £950k across my portfolio. My role involves managing projects through the entire lifecycle, from planning through to delivery, creating and and maintaining project documentation using PRINCE2 and Agile methodology;including risk and issue logs, project plans, and change control. This role requires the proficient use of project systems such as Jira, Trello, Verto, MS Project, Visio, and MS Office.

Operations Manager – Dorset Pain Management Service Operational responsibility for 4 admin offices across Dorset and line management of 11 administrators, supporting the successful delivery of Pain Management services across Dorset - Project managed the implementation of digital systems across the multidisciplinary team within the service, in response to COVID-19 - Digitised paper based processes and dated ways of working to increase efficiency - Encouraged and embedded technical developments and solutions to enhance patient experience - Central point of contact between clinicians and stakeholders - Responsible for Procurement and purchasing within the service - Handling and resolving patient complaints in a professional and positive manner - Line management of 11 administrators

To have operational management responsibility for Queen Elizabeth Leisure Centre and The Verwood Hub and any one of the facilities managed by the Leisure Services team. To be the lead officer for the development of an excellent customer and administration service to support the smooth running of the leisure services and facilities managed by the Council. - Lead, coordinate and develop all aspects of the effective operation of two Customer Service and Administration teams over two busy leisure sites, with direct line management responsibilities for 25 employees. - Motivating teams to deliver exceptional Customer Service at all times and reach agreed targets. - Be the first point of contact for customer enquiries and resolving issues via phone, email and in person. - Deliver HR and Payroll support for over 230 job roles over four leisure facilities, being directly responsible for preparing payroll and being the initial point of contact for the management team and employees across all levels. - Analysing and reporting on income and expenditure, member attendance, customer feedback and presenting findings to the management team. - Operation and development of ICT systems and applications relating to leisure services, including being the main configurator for leisure management systems and the point of contact for matters relating to technical issues. - Perform the monthly BACS run and lead the administration of dishonoured direct debit payments to ensure they are dealt with in line with audit recommendations. - Management of day to day financial procedures in line with the financial regulations of the Council. - Proactively identify ways of improving the customer access channels to help maximise the efficiencies of the service. - Manage and prioritise multiple projects and work streams, delivered on budget and within specified timeframes. - Responsible for monitoring and maintaining budgets for two sites and advising department heads on spends and pressures.

In my role as Visitor Services Officer, I was responsible for creating and project managing events, marketing and advertising, social media management, business administration and the main point of contact for all customer enquiries. Responsibilities: - To drive business growth and incomes through the development of new commercial activities and fund generating events to improve the overall experience for all customers and the community. - To utilise excellent written communication skills to create, proofread and deploy advertising and marketing strategies and customer correspondence; in keeping with brand guidelines and tone of voice, to positively promote Upton Country Park and attract new and returning visitors. - Creating and deploying systems to provide key reports and information from reporting systems to senior management and stakeholders on customer performance and trends, visitor feedback and financial information. - To lead and support the Visitor Services office in achieving targets, delivering plans and strategies and ensuring all staff are focussed and completing their workload to high standards. - To develop, project manage and oversee events and activities; delivered within budgets, timeframes and forecasts. - Answering all visitor enquiries effectively and in a timely manner via the central mailbox and social media platforms. - Researching software, products and systems to implement improvements to the Park’s processes. - Developing and maintaining positive, effective and sustainable relationships with different Council departments and external stakeholders to share and obtain key information. - Recruiting, Inducting and training new staff and to supervise and develop staff, apprentices and volunteers. - Utilising HR, ICT and financial systems to optimise to operational effectiveness. - Working within a highly regulated and controlled environment and operate effectively to strict policies and procedures.

Bournemouth’s most popular independent Mexican restaurant, which services 60,000 customers annually. In my role as General Manager, I was heavily involved in the design and development of the project from inception, assisting and guiding the Directors with decisions and the development of the restaurant concept through to its current status as one of Bournemouth’s most popular restaurants.