Mike Chappell

Experience

• 

  Barclays

  Jun 1998 - May 2012

  • Inspired and led a team of up to 26 Business Analysts, Designers, Developers, Infrastructure and Operations Analysts in the delivery of industry leading Business Intelligence solutions to the Telephony and Online channels.• Fully accountable for the end to end delivery of all Business Intelligence and Incentive Plans, including Analysis, Solutions Design, Build, Test, Run (BAU Operations) and Service Desk• Championed a multi-tool, multi-platform approach to delivering the appropriate information to the appropriate levels. Simplified KPI, Static Dashboards for customer facing staff, Pro-active, threshold trigger based (bubble up) exception reporting for the executive and multi-dimensional self service OLAP reporting for the head office teams.• Additionally - acted as consultant to the wider business area’s BI Migration programme, delivering the largest COGNOS infrastructure in Europe. Show less After an impressive delivery within the Reward Programme was asked to step in to manage the build and delivery of a Direct Channels specific system and plan. This lead into taking the operational lead.• Lead Analysis & Design through first phase and took over role as Project Manager through build, implementation and onsite “train the trainer” sessions before assuming “Head of” position.• Decision to “in house” technical resource meant a >90% saving when compared to cost of previous systems build.• First delivery utilising Agile methodologies into a PRINCE2 programme team in Direct Channels.• Established and embedded rigour, controls and checks methodologies. Only reward operation to pass audit without a single observation.• Joined the monthly Direct Channels board calls to update on status and advise on KPI driven approaches to drive behaviour change.• In 2011 FSA policy changes lead to a 13 week delay in requirements. DC ICE was delivered 1 day early. Show less This role was a hybrid of Project Management (PRINCE 2) and Business Analysis. Responsible for both designing and delivering end to end solutions. Sometimes working as part of a larger programme of work and sometimes delivering an entire discreet solution.Key Achievements in this period:Financial BI Solution• Identification, design and prototyping of a Finance specific Business Intelligence solution. • Gathering business requirements from the FDs and their teams• Establishing relationships with the key delivery areas• Building the technical requirement specifications and trialling products such as Hyperion Essbase and SAS with defined prototyping criteria to establish best fit.Retail Bank IncentivesWorking as part of the multi-million pound wider programme my remit was specific to information procurement and measure design for delivery into a Callidus delivery. • Established and mapped out the sources for all data required for over a dozen different Incentive / Reward and Recognition plans.• Worked with the IT and 7 other companies responsible for Callidus, Ab Initio, Oracle and the Teradata elements to combine multiple technical products into one over arching information delivery solution.• Created the concept of a “Qualified Referral”. A mechanism I specifically designed to aid the reward of lead generating areas with no direct technology link to the sales teams. This approach is now the de facto standard across the Retail service arms.• Designed and tested all the measures used across 3 business areas and over a dozen different Incentive / Reward and Recognition plans. Show less • Inspired and lead a team of 8 MS SQL and .Net developers to deliver innovative and adaptable solutions.• Completely rebuilt the foundations and data structures supporting the Business Intelligence databases and OLAP Cubes, moving the principles to a configuration driven “do it right first time” approach.• Moved the Business Intelligence developers to an Analyst / Developer approach. Improving communication skills within the technical team, improving accuracy of technical analysis and significantly reducing post live issues. Show less • Responsible for the maintenance and strategic planning of two sites’ server farms. Consisting of 80+ Servers including Domain controllers, Web Servers, Application Servers, ISA Servers, Database Servers, and Analysis Servers.• Pivotal in shaping the strategic future of the business area, seeking out new delivery technologies and experimenting with alternate solutions to ensure the customers were receiving the best level of service available in the market place.• Responsible for design, development and delivery of non-standard and tactical Management Information solutions. Liasing with the Business contacts from advisor through to executive level. Ensuring that the designs and prototypes exceed the specifications, ensuring development and test are both swift and accurate before delivering into the Business As Usual operation.• Responsible for the Personal and Career Development for my team and assisted with that of many others. After a restructure my guidance and help enabled 5 out of the 5 team members I had responsibility for at the time gain promotions and greater career opportunities within the team or wider bank. Show less In addition to the roles and responsibilities below I took on management of a team of 5 Analysts and;• Project Managed and lead the first project to install an Intranet based MI Delivery platform into the Contact Centres. In doing so pioneered the first use of OLAP technologies in the Bank.• Responsible for the call forecasting / modelling team and methodologies, delivering 98% accuracy for circa 1 million calls a week, spread across multiple sites, switches and dozens of dialed numbers. Show less • Responsible for the design and delivery of bespoke and ad-hoc MI requirements to the Barclays Core Contact Centres.• Developed custom solutions to meet business and project requirements utilising all technologies available to me and seeking out new ones where existing solutions did not best fit the customer’s requirements.• Contributed to Forecasting and Planning packs to increase accuracy of forecasted call volumes and enable greater forward planning.• Suggested cost saving activities and enhancements based on the MI pro-actively sought from all available systems. Show less • Responsible for the design and delivery of bespoke and ad-hoc MI requirements to the Barclays Core Contact Centres.• Developed custom solutions to meet business and project requirements utilising all technologies available to me and seeking out new ones where existing solutions did not best fit the customer’s requirements.• Contributed to Forecasting and Planning packs to increase accuracy of forecasted call volumes and enable greater forward planning.• Suggested cost saving activities and enhancements based on the MI pro-actively sought from all available systems. Show less

  • Head of Direct Channels Reporting

    Mar 2011 - May 2012

  • Head of Direct Channels Incentives

    Jan 2009 - Mar 2011

  • Senior Solutions Design Manager

    Jan 2007 - Jan 2009

  • Lead Developer

    Jan 2005 - Jan 2007

  • Infrastructure, Data and Live Support Manager

    Jan 2002 - Jan 2005

  • MI & Forecasting Manager

    Jul 1999 - Jan 2002

  • MI Analyst

    Aug 1998 - Jun 1999

  • Technical Service Adviser

    Jun 1998 - Aug 1998
• 

  Imaginax ltd

  May 2012 - now

  Director

  Imaginax Ltd provides bespoke advice, consultancy and solutions to businesses and charity's on a variety of professional expertise. Our team all have more than a decade's experience in their specialist field and work brilliantly on their own or as part of a wider programme.Imaginax specialise in :■Business Intelligence ■CRM Systems■Business and Systems Analysis■Project and Programme Management■Performance Measurement (including Bonus, Recognition and Incentive plans)■HR Employment Practices Show less

• 

  RBS

  May 2012 - Jun 2014

  Senior Business Analyst / Project Manager

  Leading the Data team for a twin phased MS Dynamics 2011 Deployment. During Phase 1 & 2:- Building a Data Team to utilise Microsoft Dynamics, MS SSIS, MS SSRS technologies in order to fully leverage the benefits of a single, corporate CRM solution- Designing and mapping multiple source systems through one ETL interface into MS Dynamics onsite installation- Working with internal teams, Microsoft and chosen external resourcing vendors to define the scope of work, SIT, UAT and BUAT and support the creation and validation of test data- Scoping and taking ownership of a Training Environment and validating technical training materials- Building, Deploying and establishing the BAU processes of the Dashboards and Dynamics Reporting suites (through SSRS). - Build and ownership of ongoing support team and project sign-off into operation Show less

• 

  RAC

  Jun 2014 - Sept 2014

  Programme Manager (Data Management and Assurance)

  Responsible for a Programme of change into an established Data team. Dealing with the both the operational and BI side of the organisation's data streams the Programme is responsible for:- People (increase in permanent capability, up-skilling of existing team members, defining operational structure)- Processes (redefining the Change Management, Demand Prioritisation and Incident Management Processes)- Technology (working with partners to assess Technical capabilities, utilisation of cloud solutions and benefits of 2012, vNext upgrades) Show less

• 

  RBS

  Sept 2014 - Nov 2019

  Project & Design Manager / Data Manager

  Invited back to deliver another MS Dynamics system, extending the already successfully Corporate deployment to the Commercial organisation. Primarily responsible for Design and Project Management. Additionally designing and creating the BAU CRM Reporting function within the newly formed division. To include Operating Model, Engagement Model, Hiring and Change Processes.

• 

  NatWest

  Aug 2015 - Nov 2019

  Responsible for the design and planning of the migration of the OnPremise Dynamics 2015 to the latest Dynamics 365 cloud offering. Including:- Proof of Concept / Protoyping (for Solution Design as well as tools like Kingswaysoft through SSIS)- Data Migration Strategy and Design (and later on implementation)- Stakeholder Management of each key business area due to be migrated including understanding how all the nuances their particular operating models should / would affect end solution and data migration design- Programme Planning of the migration and liaison with the wider enablement programme to ensure a unified Sales and Service delivery. Show less

  • Solutions Architect / Migration Lead

    Mar 2018 - Nov 2019

  • Design Architect

    Aug 2015 - Nov 2019
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  Kerv Digital

  Nov 2019 - now

  Responsible for anything technical to do with the Public Sector.I have ~30 wonderful SAs / FCs etc in my team and well over 100 techies in the sector; my job is to keep them fed, watered and happy whilst ensuring we're delivering amazing things as a team and as a company.Sometimes get involved in the odd programme myself, designing and planning Digital Transformations across multiple Public Sector bodies, as well as a little pre-sales (which nowadays is just explaining what we do in more detail!). Show less

  • Solutions Director

    Nov 2020 - now

  • Dynamics Solutions Architect

    Nov 2019 - Dec 2020