Experience

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  Provident financial

  May 2005 - Sept 2008

  Senior customer relations officer

  Senior Customer Relations OfficerHandling queries and complaints within the Consumer Credit Division and ensuring that they arehandled in line with the Financial Ombudsman Service guidelines. First point of contact by telephone, email and written letter for customer and third party complaints and queries Providing suitable written responses to both customer and third party incoming mail, within service levels Resolving complaints with adherence to the Financial Ombudsman Service Assisting customers and third party with debt resolution and restructure through financial assessment Providing a point of contact for other departments, in the absence of the manager Show less

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  Nhs

  Mar 2009 - Nov 2009

  Project manager

  Developing and assisting in the practical implementation of an online personal safety risk assessment system for clinicians working in the community. Responsible for gaining of stakeholders’ acceptance of the system, through identification of their needs and requirements Mapping the design of the system to deliver safety solutions, adhering to the minimum safety requirements of the Health and Safety Executive (HSE) Liaising with software developers to test, debug and evaluate the effectiveness of the system both before and after initial conception Creating supporting documentation to support staff in the use of the system Show less

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  European centre for best practice management

  Jan 2010 - Aug 2010

  Excellence programmes and projects manager

  Management and coordination of activities which are specifically related to Excellence, QualityInitiatives and Executive development programmes. Conducting research on Excellence related themes and developing knowledge products and toolkits for use by practitioners Working as part of a team to deliver comprehensive Business Excellence related programs and projects with key associations Developing Business Excellence themed assessment tools and award schemes, for use in government entities Designing and delivering excellence projects and initiatives in partnership with key associations Show less

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  Mercy mission

  Apr 2010 - Oct 2010

  Lead business analyst (consultant)

  Providing project and process support for various charity based projects.  Liaising with various project teams and partners to formalise project vision into actionable tasks Creating formal project documents for project teams and partners to utilise Providing a source of advice and support for project leaders Utilising process mapping techniques to formalise project work streams and timescales  Capacity Planning, identify specialism’s and skills sets to support design and delivery of Business Operating Model Facilitate process definition workshops for new charity projects Business requirements gathering Stakeholder management, to ensure effective delivery of initiatives both internally and externally, over various sites, and levels of the organisation Design and contribute to Continuous Improvement strategy  Facilitate quality improvement workshops Show less

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  Lloyds banking group

  Oct 2010 - Oct 2011

  This was the largest and highest profile integration project in Europe's banking history. This programme migrated thirty one million customer accounts from the Halifax Bank of Scotland and Lloyds TSB platforms to create a single platform under one bank – Lloyds Banking Group.  Creating operational business processes for use within incident management by various operational channels Scenario building for process testing Facilitating workshops to assess the effectiveness of processes and systems in line with stakeholder requirements Creation of a complete working tool to track, manage and generate MI on all incidents occurring Creation of real time dashboards for use by senior management Creation of reporting systems used by senior managers to assess volumes and impacts of incidents Stakeholder Management Raising scope defects and proposing solutions for review by the central Incident Control Group Agreeing solutions and gaining buy in of workarounds with various business areas  Providing a source of support and advice for supporting work streams and projects within the integration programme Facilitating implementation workshops for review of planning documents Creating and raising dependency agreements against supporting business units Supporting the acquisition of appropriate resource for the migration weekend and preceding dress rehearsals Supporting in the training of colleagues for the various roles involved in incident management Management of key learnings and feedback following dress rehearsals, including the implementation of any approved changes Acting as Incident Support for migration weekend and preceding dress rehearsals Show less As part of the integration and migration programme, approximately 400,000 retail accounts remained within heritage based systems. The co-servicing of these accounts required the development of processes, utilising the existing system infrastructure with reduced functionality until all accounts were either migrated or closed. Utilising Process Mapping skills for generation of operational business processes for use within various operational channels Process gap analysis Facilitating workshops to assess and generate solutions for potential workarounds Assessment of business processes with respect to legal and regulatory compliance  Generating Options papers for review by key project stakeholders Generating Wellness and First Occurrence Validation planning for implementation events Validation of systems and requirements for process definition Stakeholder Management Raising scope defects and proposing solutions for review by Change Approval Board Agreeing solutions and gaining buy in of workarounds with various business areas  Providing a source of support and advice for supporting workstreams and projects within the integration programme Facilitating implementation workshops for review of planning documents Validating testing execution and scripts for system changes Assessment of business processes with respect to customer experience Show less

  • Business Analyst (Incident Management)

    Mar 2011 - Oct 2011

  • Business Analyst (Co-Servicing)

    Oct 2010 - Mar 2011
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  Lloyds banking group

  Feb 2012 - Sept 2013

  Business analyst (verde divestment programme)

  As part of a European directive, Lloyds Banking Group divested 6.6 million customer accounts, creating the UK’s 8th largest bank, TSB, in September 2013. The continual service of these accounts relies heavily on the assurance (Wellness) testing of accounts before, during and after the divestment.• Creating and developing the scope of Wellness through Product and Project Stakeholder engagement with key reference to Business Requirements• Creation of Senior Management Information Packs and Dashboards• Facilitating workshops to review all implementation activities and subsequent improvement opportunities• Raising and logging of project and implementation Assumptions, Risks, Issues and Dependencies for Senior visibility and local management• Providing input into project plan and tracking of key deliverables• Undertaking implementation preparation activities including Scheduling of Events and definition of Wellness activities throughout the project lifecycle• Obtaining Senior Stakeholder sign off for all accountable deliverables• Sourcing appropriate systems and infrastructure to deliver and execute Wellness activities• Managing multi-divisional relationships to drive and develop End-to-End scope for Wellness execution• Management of data used within Wellness, including reconciliation, conditioning and funding• Execution of Wellness with the use of cross-channel systems• Management of resource across various locations and divisions for the execution of Wellness scope Show less

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  Lloyds banking group

  Nov 2013 - Jun 2014

  Business analyst (mortgage market review)

  Mortgage Market Review introduced a number of processes to ensure financial organisations lend responsibly by considering customers’ affordability, needs and circumstances. Business areas require enhancements to their End User Computing (EUC) systems and operational MI, to adhere to regulatory compliance in line with the FCA; whilst also allowing them to improve their own operational performance.• Co-ordinating across 20 business areas for all Lloyds brands and TSB to ensure that delivery of MI and EUC changes are as per the business requirements• Facilitation of workshops to review business requirements and elicitation of low level detail, allowing the suppliers to deliver changes which are fit for purpose• Co-ordination of First Occurrence Validation (FOV) activities across all business areas and brands, following implementation of MMR• Development of systems to track and report FOV activities for Local, Central and Senior Executive Dashboards• Management and assisting in the resolution of Incidents following implementation of MMR• Development of a fully functional Incident Management tool, to track and report all outstanding incidents for Local, Central and Senior Executive visibility• Providing input into project plan and tracking of key deliverables• Logging and managing Workstream, Programmes and Implementation Assumptions, Risks, Issues and Dependencies Show less

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  Lloyds banking group

  Jan 2015 - Dec 2018

  This Group Telephony led programme aimed to identify a number of emerging and existing technologies to help improve customer experience and realise operational efficiencies; aligning with the Group’s strategy of ‘being the best bank for customers and colleagues'. One of the key deliverables was the implementation of Pin Drop fraud detection; making Lloyds the first bank in Europe to adopt this technology.• Development of business requirements catalogue and business use cases to ensure the developed solution design adhered to the expectations of key stakeholders• Creation of business processes, particularly within Fraud, to support in the development of requirements (as-is and proposed)• Involved in discussions with 3rd parties around costing models• Development of senior stakeholder packs to gain steer on scope and decisions to proceed; as well as providing recommendations • Creating a Business Analysis Plan, in line with the Project Plan; to highlight all key Business Analyst milestones, effort and timescales for completion• Engaging with different business areas to understand their uses for new technologies and efficiencies which may be realised through implementation• Reporting of technology effectiveness, incidents and assurance work during test and implementation phases• Development of tactical process solutions to address issues with 3rd party and internal system compatibility Show less As part of the Group’s strategy of ‘keeping things simple’, this project focused on the consolidation of existing relationships with 3rd parties who supply benefits for Lloyds, Halifax and Bank of Scotland packaged bank accounts. The key driver being the consolidation of the Travel Insurance benefit which will also yield significant cost savings for the Group.• Gathering of requirements for the necessary changes to packaged account sales journeys for Branch and Digital systems• Developing requirements for 3rd parties to ensure the continuation of benefits servicing and business to business interaction• Ensuring all necessary processes for servicing the customers are developed by 3rd parties• Co-ordinating the creation of websites by the 3rd party and also internal public sites• Agreeing changes to the call routing and message scripting in line with the supplier change• Supporting the migration of data from outgoing 3rd parties to new suppliers• Facilitating workshops for literature development, scheduling, review and sign off of customer facing communications• Developing solutions and options for issues arising from incompatibility between source and target 3rd party systems Show less

  • Business Analyst (Emerging Technology)

    Jan 2016 - Dec 2018

  • Business Analyst (Supplier Change)

    Jan 2015 - Dec 2015
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  Lloyds banking group

  Feb 2019 - Jul 2019

  Lead business analyst
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  Hitachi capital (uk) plc

  Oct 2019 - Sept 2021

  Business analyst
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  Novuna

  Sept 2021 - now

  Business analysis manager