Damian Jones

Experience

• 

  British Gas

  May 2009 - Oct 2013

  • Maintain and develop the ARIS application to support all operational, financial and regulatory controls across British Gas Services (BGS), build and enhance the modelling structure including management reporting/performance. • Work closely with the controls team, to ensure all risks are captured in ARIS, and supporting documentation is available to support the controls framework. • Undertake process interrogation though workshops and interviews capturing process details using Unified Modelling Language (UML), identifying risks and controls to embed in the ARIS self-certification tool, with sign-off from control owners, • Ensure FSA requirements are met (control owner obligations) and aspire to best-practice, including improvement actions for processes. • Attend meetings across the business with senior stakeholders to promote control management awareness• Develop a “controls culture” over the medium term, working with stakeholders to make this happen; this has been done in conjunction with the implementation of the ARIS corporate controls tool, specifically introducing self-certification.• BGS is a growing business, which means significant amount of change occurs on a weekly and monthly basis. These areas are reviewed for operational and financial control completeness and for audit purposes. • All changes undertaken within the controls framework are communicated succinctly and to the point to all people throughout the organisation (from contact centre staff to board directors). • Build excellent internal business relationships within finance and with operational and commercial teams. Show less With British Gas Services (BGS) undergoing a major strategic change to a new billing system the role was to facilitate and support BGS Debt and Billing by being their key representative within the Banner replacement project using AGILE methodologiesPrincipal accountabilities:• Gather business requirements • Create and document user stories • Ensure appropriate testing is undertaken• Engage key stakeholders and gain sign-off where required • Initiate and manage extensive change programme workshops to track progress against plans and identify any potential risks and opportunities• Interpret and understand processes and implement them into a sustainable model which will operate as a foundation for rollout of future business needs• Apply business understanding in complex analysis and problem-solving• Clearly represent issues and recommend solutions to the wider team not necessarily familiar the system/process• Develop constructive relationships with a broad range of customers and stakeholders• Respond quickly to changing needs / requirements while retaining structure and control in processes. Show less Responsible for carrying out full reviews of existing and new debt processes, procedures and controls with the purpose of reducing/mitigating the risk against potential future debt build up. Reviews form a key part in helping shape the Debt Operations Operating Model ensuring that it ‘fits’ with the wider business operation. Principal accountabilities:• Review current and future Debt Operations processes and procedures; comparing and challenging against the Credit & Debt Policy. • Identify gaps in current processes and drive the implementation of required changes. • Provide support to the operation by aiding in re-design and development of processes to ensure they are ‘fit for purpose’. • Update existing (and create new) process maps and flows; including controls and Key Performance Indicators, for debt processes. • Assist with developing and building controls and rules around the above to ensure processes and procedures are adhered to. When required, establish quality gates for ongoing monitoring/control. • Support the Process Manager in appraising proposed process changes from other directorates by analysing data and assist in determining the potential debt impacts. • Provide support and detailed analysis to help influence other teams within Debt Operations and British Gas Residential Energy (BGRE) to ensure that their activities do not jeopardise the delivery of Debt targets. • Liaise with stakeholders within Debt Operations and BGRE to drive process improvements. Show less

  • Risk & Control Business Analyst

    May 2011 - Oct 2013

  • Agile Product Owner

    Jan 2011 - May 2011

  • Operational Change Process Analyst

    Oct 2009 - Jan 2011

  • Offshore Support Analyst

    May 2009 - Sept 2009
• 

  Dyno

  Oct 2013 - Nov 2023

  Process Improvement and Operational Development Manager

  Responsible for the development and documentation of the Dyno Business Management system, enabling the identification of process improvement opportunities and supporting the process owners to impact change. I work closely with the Dyno Senior Leadership Team and Business Integrity on the implementation and ongoing development of an Integrated Business Management system (IBMS). My role is intrinsically linked to the overall Dyno Customer Journeys, reporting to the Customer Experience Manager, supporting the strategy to simplify theend to end journey and drive efficiency. Principle responsibilities:• Management of a controlled and effective change management process• Maximise return on investment by ensuring any change can achieve the defined benefits with appropriate and robust plans in place to achieve successful delivery of new and improved processes• Understanding of the potential risks and dynamics of operational activities ensuring that processes and controls are in place to mitigate risks• Liaising with the senior leadership and operational teams to define requirements of business processes, delivery and improvement actions• System replacement project support for the delivery of the primary customer relationship management system within DYNO• Identification of potential improvements to process and methods of work, enabling cost savings, improving customer service and introducing efficiencies to operational processes • Manage the implementation of internal audit requirements on processes and procedures• Management of the Dyno Business Management System providing leadership in the architecture of the system, design of an effective system framework and top level governance• Develop a culture which embraces change and promotes the right behaviours at all levels throughout the organisation Show less

• 

  British Gas

  May 2017 - Sept 2017

  Continuous Improvement Coach

  The role of the C.I. coach is not to deliver the change but to provide the tools and techniques to those working the process thus empowering them to identify the improvements and drive the change. The role supports the teams in questioning ‘the norm’, Study the flow of work, Test alternative ways of working, Act to make successful tests B.A.U. and then Review to identify further improvements (S.T.A.R.)Study should never end and the appetite to evolve to the changing needs of the customer should always remain. Principal accountabilities:• Upskill and coach continuous improvement champions and business leaders to use S.T.A.R. methodology to improve cultural and operational ways of working• Upskill and coach continuous improvement champions and business leaders in continuous improvement tools and techniques• Create and support a sustainable culture of continuous improvement throughout the business through coaching and mentoring• Drive S.T.A.R. interventions to deliver objectives to agreed targets by utilising continuous improvement tools and techniques• Offer feedback and ideas for continuous improvement, motivating colleagues to strive for excellence Show less

• 

  British Gas

  Jan 2022 - Nov 2023

  Electrical Vehicle Business Improvement Manager

  Responsible for analysing and measuring the effectiveness of existing business processes to develop sustainable, repeatable, and quantifiable business process improvements. With the collection and analyses of process data able to initiate, develop and recommend business practices and procedures that focus on enhanced safety, increased productivity, and reduced cost. Remaining vigilant of new information technologies that can support reengineering of business processes. Key attributes demonstrated: benchmarking, business process analysis and reengineering, change management and measurement, and process-driven systems requirements• Understanding of the B2C and B2B EV operations journey, from lead through to cash collection.• Identification of existing process that require rapidly review, improvement and stabilisation.• Stabilising the fulfilment journey capturing and defining the wider industrialisation requirements allowing the business to grow rapidly with greater automation, efficiency, and improved customer experience.• Facilitate the delivery of end-to-end projects to successfully deploy initiatives, working across teams to do so• Motivate colleagues to give feedback and ideas for continuous improvement and wider Business Improvement• Identify, define & deliver business initiatives to drive benefit to the customer and the wider P&L through People, Process and Systems optimisation• Work with collaboratively with journey, Process and Interaction Design teams including Operational and Change Teams to understand the implications of project proposals & the controls required to deploy them• Maximise ROI by ensuring deployed change can achieve defined benefits in business cases and ensure appropriate and robust plans are in place to achieve success Show less

• 

  Centrica

  Sept 2023 - now

  DTS Office Architecture Office Manager