Experience

• 

  Royal bank of scotland

  Jul 2000 - Mar 2015

  Resource and Planning, Remediation Operations/PPII produced short and medium term volume, resourcing and recruitment forecasts for teams based in Manchester, Bristol and Chennai.I interrogated operational performance data to identify and analyse trends, produce forecast scenarios based on variable criteria, supported internal change and analysed headcount requirements. I was responsible for the construction, development and maintenance of individual forecasting models, as well as ensuring they met internal standards and that forecast accuracy remained within established thresholds. Show less Whilst a Process Manager within Process Management and Documentation I managed a portfolio of sensitive customer processes for the Royal Bank of Scotland (RBS) and NatWest Bank (NWB) that services approximately 135,000 cases in per annum and are followed by 230 staff. I was required to:Effectively manage the implementation, documentation and communication of changes to these processes, review all mandatory and regulatory policy changes dictated by both internal departments and external agencies and determine how the process is affected and what process and documentation changes are required, using a defined and structured change methodology. Take full responsibility for the control and prevention of financial and reputational loss, the mitigation of risk, such as fraud and error and the maintenance and improvement of a process.Develop and maintain relationships that cross organisational and hierarchical boundaries, and to communicate and influence at all levels.I was also responsible for the maintenance and communication of customer facing forms and letters across the Group, all of which must adhere to strict formatting guidelines and be approved by the Groups Legal and Risk functions. Show less As a Process Documentation Analyst I authored and maintained a suite of over 17,000 process flow charts documenting the operational processes for the NWB and RBS service centres in the UK. I used the Casewise Corporate Modeller suite to do this, and took a two day training course with Casewise in February 2007 for the use of their 10.3e version.Whilst a Process Documenter, I learnt how to logically present information in an easy to understand, visual format, how to convey complex ideas to an audience of mixed ability and how gather detailed process information from a variety of sources and convert it into a standardised process. Show less

  • Resource and Planning Analyst

    Sept 2014 - Mar 2015

  • Business Support Analyst

    Feb 2012 - Sept 2014

  • Business Support Analyst

    Aug 2008 - Feb 2012

  • Process Documentation Analyst

    Apr 2004 - Aug 2008

  • Customer Service Officer

    Jul 2000 - Apr 2004
• 

  E.on energy solutions

  Jun 2015 - Nov 2021

  Strategy and change analyst
• 

  Peopleplus uk

  Nov 2021 - now

  Resource planning officer