Steve Bird

Experience

• 

  National Westminster Bank

  Sept 1988 - Nov 2001

  Undertaking mortgage possession litigation for the in-house Solicitor function of the Debt Recovery Department, including: Issuing courts proceedings Instructing agents to attend hearings Dealing with all customer queries Issuing warrants for eviction of propertyRunning my personal portfolio of cases covering all aspects of Debt Recovery including: Negotiation of payments with customers and third parties both in writing and on the telephone.  Instructing solicitors to undertake litigation and dealing with defended caseload.  Liaising with Solicitors concerning defended and contentious matters.  Realisation of security Show less

  • Debt Recovery Officer

    Jun 1991 - Nov 2001

  • MIRAS Officer

    Jul 1990 - Jun 1991

  • Bank Clerk

    Sept 1988 - Jul 1990
• 

  Royal Bank of Scotland

  Nov 2001 - now

  Leader of a team of permanent and contractor analysts delivering Business Intelligence to the Bank’s Collections and Recoveries function. Interpreting business requirements to allow analysts to link date from Aspect telephone systems, Debt Manager and mortgage platforms to drive Operational and Financial performance. Key deliverable include: • Overview of delivery of staff incentive schemes, including target setting, monthly data to track performance and reporting of key results. • Design and delivery of QlikView applications giving timely, informative data which is configurable by the end user to enable them to drive operational performance.• Testing, control and governance of all output to ensure accuracy and consistency. • Resolving issues which affect feeds with the transformation of information into our data warehouse through root cause analysis and liaison with relevant technology teams. Ensuring investigations are timely in order to minimise the impact on business as usual reporting Duties include:• Planning and management of multiple work streams for a wide variety of stakeholders.• Resource planning and management of individual performance. • Management of personnel and work flow for a team of Analysts in India who support the UK operation. • Overview of peer review process to ensure data output meets with stakeholder quality expectations, and issues are dealt with in a timely manner with the appropriate level of visibility. • Budget tracking and forecasting.• Representing the management information workstream at project working groups and incident forums, translating technical development into easy to understand concepts for stakeholders. Show less Project Management of changes within the Debt Management & Fraud Operations function of Royal Bank of Scotland Group, including: Management of small changes to Debt Manager Debt Recovery system. Implementation and upgrades of inbound telephony and outbound dialler infrastructure.  Programme level migration of 35,000 customers to the groups Debt Manager system as part of the integration of Ulster Bank Collections and Debt Recovery Department onto RBSG platforms. Development and planning of migration strategy for changes to staff incentives scheme. Migration of mortgage processes into the Debt Management business area.  Migration of processing functions to RBSG global hubs, streamlining and re-design of processes to ensure fit for purpose.  Strategic planning for automating processes within DM&FO telephony, MI and messaging strategies as part of a Programme of activity.Lower level activity to deliver the above included: Production of analytical summaries and option papers for senior stakeholders detailing findings and recommendations.  Critical path analysis together with development, production and management of project plans. Production of business requirement documentation and facilitation of stakeholder sign off. Production of test scripts and undertaking user acceptance activity. Identification, escalation and management of risks and issues. Reporting of progress and milestones within agreed project governance including stakeholder management, running working groups and representing projects at higher level stakeholder meetings. Production of implementation documentation including assessment of business impacts, quantification of benefits and impacts together with process and training material to support change. Show less

  • Senior Business Analyst

    Dec 2009 - now

  • Project Analyst

    Nov 2001 - Dec 2009