Sam Collier

Experience

• 

  The Co-operative Bank plc

  Jan 2015 - Oct 2016

  Customer Advocate
• 

  The Co-operative Bank plc

  Feb 2018 - now

  Regular Saver Product Launch- Successfully launched a brand new savings product that was market leading for customers which was extremely popular receiving 15,000 applications within the first 4 weeks of customer launch. I owned the complex end-to-end delivery plan for the product and coordinated the automation of the brand new processes and integration with existing processes within the Bank.I led the UAT & SIT Mainframe batch plan to ensure all test data was fit for purpose for the test scenarios to achieve the expected outcomes. I chaired daily defect calls for Regular Saver to drive the right outcome ahead of implementation. I reduced delivery risk by completing a successful live proving approach to confirm confidence in the product ahead of customer launch. Implementation of Maturity Reinvestment Journey- I successfully introduced an online and paper reinvestment journey for customers looking to reinvest/withdraw their Fixed Term Deposit (FTD) and Fixed Rate ISA (FRISA) savings. I worked with internal technical resources and 3rd parties to automate the distribution of mailing files via a daily batch process to ensure maturity packs were issued on time. This provided customers with the option to return maturity intentions electronically to the Bank, improving efficiency and the retention rate of savings with the Bank. Home Energy Efficiency Tool- I led the delivery of a new Home Energy Efficiency Tool, allowing customers to produce a detailed report about their homes and providing recommendations on how to make their property more energy efficient. I progressed commercial agreements for the onboarding of a new supplier. I owned the delivery plan, leading the technical setup activity, UAT test plan and implementation activity. The launch received highly positive feedback from senior leadership and customers, helping to attract circa. 30,000 customers to the Bank’s website and helped maintain the Bank’s marketing leading position with the best ESG score. Show less New Bank Careers Portal- I implemented a new careers portal to manage all of our internal/external vacancies for the Bank. I was responsible for all project escalations and expediting the team to ensure the project delivery plan remained on track. I progressed all requirements and technical build/test activity with a 3rd party, including IT Security reviews and governance requirements. This removed a manual process for the recruitment team, improving the overall applicant experience and forming part of the cost-saving benefit as part of the Bank’s migration to a new HR provider. Laptop Homeworking Response- I coordinated the delivery/collection of all new laptop requests by engaging with Bank stakeholders to understand requirements, liaising with engineers to arrange the build of the laptops and managing all internal escalations from multiple senior stakeholders. I reduced the standard SLA from 5 working days to 1-3 working days, impacting 170 new starters and 60 leavers.Variance Analysis- Generated a variance analysis report across a portfolio of projects (around 15 projects) which included analysis of internal and external spend, generating finance accruals and commentary on the rationale for variance against forecast vs actuals. This enabled the projects I supported to stay within budget and maintain the best variance analysis performance of 5% against the agreed tolerance of 10%. Performance Overview- Consistently rated as an exceeding/outstanding performer in all Mid & End of Year performance reviews. I was recognised on 2 separate occasions as the quarterly People with Purpose winner across my directorate, which led to 2 phone calls from the executive committee to congratulate me on my achievements. Show less Key achievements:Balloon Street Office Relocation- I led a project to relocate an entire contact centre department of approximately 125 people from Stockport to Manchester over a 6 month period. I designed the project plan, provided input into project scope, and supported with gathering of business & IT requirements. I led business readiness activities required for physical & technical migration to Manchester, and the implementation of a new “hot desk” process. I also identified a cost saving opportunity by extending the scope of UAT to reduce the cost of technical migration of call recording licences by £10k. Show less Key Achievements:• Project Delivery plan- Successfully contributed towards the bank’s GDPR compliance with over 400 3rd party relationships through the distribution of updated GDPR contract variation agreements remaining focused on the most efficient way of working without compromising the quality. • Project Status Reports- I became responsible for producing and presenting accurate, timely reporting about my work package weekly to the Programme Board, including senior stakeholders within the Bank which was later utilised in executive steering sessions.• Risk Management-I identified and escalated risks, documenting them appropriately on the project’s RAIDDA log. I designed a process to improve efficiency, create consistency and ensure that I was acting in scope when it came to reviewing 3rd party relationships and their route to GDPR compliance. Show less

  • Delivery Lead

    Mar 2022 - now

  • PMO Analyst

    Aug 2019 - Mar 2022

  • Business Readiness Advisor

    Apr 2019 - Aug 2019

  • Team Leader

    Oct 2016 - Apr 2019

  • GDPR Project Consultant

    Feb 2018 - Jun 2018