Kieran Roche

Experience

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  118118

  Aug 2006 - Aug 2007

  Customer Service Representative
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  ING

  Sept 2007 - Feb 2008

  Customer Service Representative
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  Legal & General

  Feb 2008 - Nov 2011

  Sales Representative
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  Legal & General Investment Management America

  Nov 2011 - Aug 2013

  Customer Service Representative

  + Provide exemplary service to customers, executors, independent financial advisors and prospective new customers using high level project and industry knowledge.+ Carry out call monitoring and quality sampling in line with business and regulatory guidelines, analysing trends and providing relevant training to individuals and groups where necessary.+ Point of contact for system upgrade planning activities, providing testing and sign-off as an end user, benefitting business and colleagues.+ Contingency cover for Real Time Manager during annual leave, setting up and successfully managing the call centre in line with SLAs.+ Acted as a link between operation colleagues and group financial crime, completing analysis and providing advice prior to submission of referrals.+ Identify any non-value add activities and ensure appropriate action is taken to maximise business and customer needs. Show less

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  Legal & General Investment Management

  Aug 2013 - Apr 2016

  Business Analyst

  Support LGIM business through projects of varying complexity to ensure internal and external demands for business change are met in line with project objectives and deliverables. o Document requirements using the agreed standards, methods and tools ensuring consistent, brand compliant high-quality output. o Investigate and model business and systems functions, processes and information flows & data structures using appropriate data techniques.o Build and maintain relationships with a range of internal and external contacts to ensure that service enhancement, problem resolution activities and performance improvement initiatives are appropriately targeted and achieve buy-in from stakeholders.o Contribute to effective communication processes appropriate to the audience situation and the desired outcome in order to manage the smooth delivery of change.o To identify evaluate and raise change risks, issues and dependencies that may impact project deliverables, proposing mitigating actions where appropriate.o Co-ordinating activities and priorities and provide support, guidance, technical expertise and ad-hoc analysis to other operational areas. Show less

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  Target Servicing Limited

  Apr 2016 - Aug 2017

  Lead Service Transition Manager

  To manage a team of Service Transition Analysts responsible for the on boarding of service propositions including migration of functions and processes from the donor location to the group.Key Responsibilitieso Manage a team of Service Transition Analysts during complex and high pressure migrations.o Establish and implement departmental policies and procedures, introducing new methods and ways of working.o Provide operational consultancy by working with internal solutions architects and external clients to shape overall proposition.o Provide estimates across Service Transition and Operational structures.o Analyse operational processing to identify inefficiencies which allowed introduction of improvements resulting in reduced costs and risk.o Facilitate solutions for customers and clients during each phase of migration projects to enable the identification of any gaps or opportunities to enhance Onboarding journey. o Manage workshops with internal and external clients, evidencing a professional and technical knowledge to provide ideas and solutions. o Utilise continuous improvement knowledge to redesign operational processes resulting in reduced waste and increased efficiency, enabling higher productivity and lower cost whilst aligning more to the Treating Customer Fairly (TCF) principles.o Mange end to end migration journey, ensuring delivery remains compliant with regulations, including Operational UAT and OAT, driving defect resolution through to completion in time and on budget.o Train and support Service Transition Analysts to ensure workload is delivered in line with required agreements.o Lead operational delivery of internal business change and the execution of strategies for achieving operational excellence (CI).o Maintain a high level of professionalism by establishing and enforcing organisational and departmental standards and controls and being the face of Service Transition when dealing with internal and external stakeholders of all levels. Show less

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  Principality Building Society

  Aug 2017 - Apr 2020

  Business Analyst

  Ensure that business and regulatory change needs are correctly understood by assessing the business impact of those changes, whilst analysing and writing business requirements and outcomes at epic, feature and high specification quality user story level. Maintain communication and delivery of requirements with relevant stakeholders throughout project lifecycle.Key Responsibilitieso Deliver projects to time and cost irrespective of complexity by driving decisions from concept through to delivery and implementation.o Work collaboratively with stakeholders and colleagues to ensure high quality analysis throughout all phases of the project resulting in clear requirements and deliverables, from Epic and Feature level through to User Stories and Tasks. o Quickly establish points of resistance and work collaboratively to develop plans to address those areas of concern.o Keeping communication open and honest, escalating or being the escalation point dependent on scenarios.o Mentoring and coaching less experienced colleagues by applying high levels of interpersonal techniques and prime examples of ways of working or providing self-assessment tools and techniques. o Influencing and managing key stakeholders throughout project lifecycle to ensure momentum towards a common goal is maintained.o Solve unique and complex problems that have a broad impact on the business, involving: evaluating information gathered from multiple sources; reconcile conflicts; decompose high-level information into details; and distinguish user requests from the underlying true needs.o Provide regular updates and progress reports to senior project stakeholders throughout, using and maintaining detailed project plans and key deliverables to support activity.o Utilise strong analytical and product management skills, including a thorough understanding of how to interpret customers' business needs and translate them into application and operational outcomes. Show less

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  ITTCo Independent Taxi Training

  Feb 2018 - now

  IT & Finance Director | Strategy; Adaptability; Leadership; Financial Analysis

  - Assisting in company-wide budgetary planning - Ensuring that all of the company's financial practices are in line with statutory regulations and legislation - Monitoring cash flow, accounts, and other financial transactions - Supervising financial assistants and other employees in the facilitation of day-to-day operations, including tracking financial data, invoicing, payroll, etc - Preparing official reports on a monthly and annual basis - Updating and implementing financial policies and procedures - Maintaining a policy manual for the finance department - Designing and implementing IT strategies and infrastructure. - Identifying and eliminating security risks. - Analyses business requirements for IT needs and systems. - Assessing need for new equipment and software. Show less

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  Target Group

  Apr 2020 - Aug 2022

  IT Change & Delivery Manager | Portfolio Management; Creativity; Adaptability; Problem Solving

  Led a geographically spread (on and offshore) change function of ~35 including Business Analysts, software engineers, testing and Service Transition managers, accountable for delivering portfolio of regulatory & compliance, innovation and change projects. Achievements- Planned a portfolio of over 200 projects which led to 90% on-time delivery and a YOY rise in Net Promoter Score (NPS). - Directed cross-functional global teams in business analysis and software development ensuring collaborative efforts; achieved regular project delivery resulting in annual income exceeding £1 million from clients.- Approved project budgets and allocation strategies for over 200 projects, achieving budget adherence of more than 90%, fostering financial discipline while maximising resource utilisation across the portfolio.- Served as the primary liaison for clients and internal teams during project-related challenges, facilitating effective communication that resulted in a 15% increase in client satisfaction scores due to prompt resolution of issues. Show less

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  OneAdvanced

  Aug 2022 - now

  Delivery Manager | Programme & Project Delivery; Change Management; Leadership; Transformation

  Directed professional services initiatives for a global law firm, implementing large-scale transformation projects that enhanced operational efficiency and improved processing times by 20% through targeted coaching and systematic skills assessments.Established a culture of continuous improvement through lean Six Sigma practices; achieved measurable results by reducing operational bottlenecks within critical service areas over six months.Spearheaded performance improvement initiatives within the engineering team; studied user feedback and resolved three critical pain points, resulting in a more efficient workflow that boosted project delivery metrics by 25%.Achievements- Led daily agile ceremonies and facilitated discussions among 10 engineers focused on Azure infrastructure; improving workflow speed by an average of two days per sprint.- Supplied expert consultancy and instituted operational reporting for senior stakeholders. Developed communication efficiency at all organisational tiers; accomplished a 30% elevation in client satisfaction on balanced score card.- Executed comprehensive due diligence for mergers and acquisitions, resulting in the successful onboarding of three new clients; confirmed seamless integration of systems that increased operational efficiency across all functions. - Cultivated a culture of accountability, driving continuous improvement initiatives that identified and implemented cost-saving measures resulting in a saving of £150k / year.- Lead change management and service transition processes, contributing to 100% compliance with client requirements and elevating service quality. Show less