Business Analyst

Warrington

I graduated from the University of Manchester in 2009 with a 2:1 BSc (Hons) Degree in Sociology and have since obtained my PRINCE2 and Business Analysis Foundation qualifications. I have a wide range of experience in the financial services sector and in change management projects, working with directors, business analysts, lawyers, risk analysts and team managers to improve the business. Working for blue-chip organisations such as Society One, RBS, Capita and HBOS has given me extensive experience, learning new skills with SAP, Excel and Visio. This experience has developed key transferable skills in process and data analysis, workflow management and leadership in roles across the world, working in the USA, England, Ghana and Australia. I have lead a team of 15 Case Handlers in my manager’s absence in the UK and evaluated and improved financial business processes for an expanding financial company in Australia. This has allowed me to gain a greater appreciation of the strict compliance requirements we work within when implementing new projects and now I am looking for the next step in my career to develop this progression. In my spare time, I am training to compete in triathlons

Key Skills
  • Visio – Process mapping
  • Project management
  • Leading and developing staff
  • Introduced new work procedures
  • Change management
  • Risk analysis
  • Microsoft Office skills
  • Process analysis

Work Experience

Experienced PPI Case Handler

Capita2 Years

Experience in conducting holistic PPI investigations. I was also Capita’s Subject Matter Expert for credit card investigations. I took on this extra responsibility whilst working as a Case Handler, training up colleagues on computer systems, conducing quality checks on the Case Handlers reports and provided individual feedback. Implemented new complaint management projects into Capita’s investigation structure, such as past business review and no PPI investigations. This required data analysis with Excel and creating worksheets for colleagues to complete their workload and communicate the results with senior management on a weekly basis. Managed the team in my manager’s absence, attending senior managers meetings, conducting team huddles, maintaining spreadsheets for team productivity and offering general project support in various areas. Assisted in assessment days, interviewing candidates, providing face-to-face feedback, conducting candidate assessments in group and individual exercises.


Acknowledgement Assistant

IESA8 months

Managed the stock data for customers using SAP and Excel, expediting outstanding purchase orders with vendors and communicate to stores any long lead times and to resolve any queries and requests.


Business Process Analyst

Society One5 months

Using Visio, I created the process maps for the complete loan application process (from the customer applying for a loan through to receiving the funds in their accounts) and the arrears process. I documented this and any process changes to be amended, including creating dishonour letter templates, how often we contacted the customer and via which method. I also analysed any trends for dishonours and provided solutions on how to minimise these events occurring. Analysed the business by implementing necessary changes as discussed with the directors and senior management team, increasing efficiency for various processes, requiring intermediate excel and report writing skills. Examples include conducting user acceptance testing on the online loan application process by applying for a loan to understand what the customer experienced in terms of information requested, number of emails and calls received from the company and how quickly the company assessed the application. I improved the customer’s experience (evidenced by our online feedback forms) by simplifying the standardised explanation for the documentation required to proceed with the loan application. Evaluated customer loan applications, assessing customer’s circumstances in line with Society One’s lending criteria.


Director

Steady Finances Limited9 months

Experience in conducting holistic PPI investigations in Credit Cards and FOS cases for my client, The Royal Bank of Scotland. This included gathering data and analysing customer testimonies to understand the root of potentially mis-sold PPI products, producing end-to-end Reports of Investigations and Final Decision Letters.


Experienced PPI Case Handler

Capita2 Years

Experience in conducting holistic PPI investigations. I was also Capita’s Subject Matter Expert for credit card investigations. I took on this extra responsibility whilst working as a Case Handler, training up colleagues on computer systems, conducing quality checks on the Case Handlers reports and provided individual feedback. Implemented new complaint management projects into Capita’s investigation structure, such as past business review and no PPI investigations. This required data analysis with Excel and creating worksheets for colleagues to complete their workload and communicate the results with senior management on a weekly basis. Managed the team in my manager’s absence, attending senior managers meetings, conducting team huddles, maintaining spreadsheets for team productivity and offering general project support in various areas. Assisted in assessment days, interviewing candidates, providing face-to-face feedback, conducting candidate assessments in group and individual exercises.


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