An experienced strategy & implementation expert, excellent team leader and project manager with 6 years of Management Consulting experience in the Financial Services Industry, best known for his successful projects in the largest UK Banks, seeks an opportunity to join the UK's leading retail bank to make a positive contribution in detailing & executing the high impact strategic initiatives. I am often recognised by stakeholders as reliable, quick to learn, flexible and analytic.
Migration Strategy (Contract) As a Change Manager on the migration strategy project, I was responsible for the design and delivery of solutions for Payment redirection of Bacs, Faster payments and Forwarding Solution for all other payment types. Achievements: ✓ Delivered the design and build of Bulk Payments Redirection Service (BPRS) solution that will re-direct scheme Payments at VocaLink to the new bank. ✓ Delivered the Payment Forwarding solutions for CHAPS, International, Cheque and Credit clearing. ✓ Delivered the Migration strategy of NatWest business to W&G ✓ NatWest migration design and schedule. ✓ Delivered more than 350 sort codes required for Williams & Glyn Bank and are now live on ISCD. ✓ Delivered the design assurance for c. 30,000 ETL data migration processes. ✓ SME for Independent Commission on Banking (ICB) Programme.
Mortgage Market Review Programme Delivered Mortgages Market Review (MMR) programme’s process changes and training of c. 3000 colleagues to meet the objectives set by UK FCA and Stakeholders. Managed the delivery of Target Operating Model and delivered project on budget. I successfully met the role challenges through strategic thinking and excellent risk & issue management. Responsibilities: • Review the project governance documents and identify any risks and issues on critical path. • Manage the alternative routes to delivery including business analysis and process design. • Change requests management and functional specification documentation support. • Manage training team to ensure all training materials reflect the changes proposed and delivered. Achievements: ✓ Managed a budget of £1.3 m to deliver (pre-implementation) Mortgage Market Review Programme aimed to meet FCA deadlines. ✓ Managed a team of 4 Business Analysts, 2 Change analysts, and 2 Technology consultants – 8. ✓ Managed the analysis of delivery path and proposed alternative routes to implement change resulting in the bank meeting FCA’s deadline for Mortgage market review regulation. ✓ Managed stakeholders and training team to deliver training to c.3000 colleagues.
Target Operating Model, PPI Programme. Delivered the Target Operating Model and 3 projects from initiation to close. Added new capabilities to current LBG sites and addressed the increased number of the variety of complaints. One of my notable achievements was the implementation of reconciliation process that saved FOS payments. Effectively met the challenges of constantly changing environment. Responsibilities: • Set up processes across 3 sites to review complaints and reimburse any mis-sold PPI. • Reconcile the Financial Ombudsman Service (FOS) invoicing process to eliminate the inconsistency in challenging the invoices. • Improve the invoicing process through Lean framework and reconcile the work to one site. • Resource management and stakeholder management. • RAIDs management. Achievements: ✓ Managed a budget of £1.5m and a team of 6 (4 Business Analysts and 2 Data Analysts) to design and deliver the Financial Ombudsman Service (FOS) invoicing and reconciliation process for PPI complaints. ✓ Influenced stakeholders to limit the whole reconcile process to a single site and managed a team of 10. ✓ Conceptualised the ideal invoicing process through Lean framework and achieved 23% increase in claiming refunds from FOS. ✓ Coordinated business requirements to design the Target Operating Model. ✓ Successfully managed 3 projects from idea through implementation phases on time and in budget. ✓ Introduced automation of a process that increased the challenge process service levels by 23%.
Verde Programme (TSB Bank) Increased the employee adaptation and engagement to ensure that the Verde programme (divestment project) worth £ 20b meet its objectives on time and in budget. Delivered the people side of change as defined in TOM. This included business processes, systems, job roles and organisation structures. I successfully achieved a workforce of champions by facilitating a faster adaptation of the changes by the new bank. Responsibilities: • Capturing high level impacts of the change on customers and employees. • Conducting the People Impact Assessment and Colleague Experience Assessment. • Developing Training Needs Analysis, Training Design Specification and Colleague communications. • Identifying key impacts of change on people and mapping their journeys. • Agreeing the relevant organisational design/Operating model for affected areas. • Ensuring that Balanced Scorecard and Performance Management processes encourage the new way of working. • Ensuring that the Process and MI support the new way of working. Achievements: ✓ Managed the change team of 10 people to successfully deliver change activities. ✓ Developed the Customer and Employee change principles. ✓ Achieved the people side of TOM by delivering the transition of 700 employees from old to new bank. ✓ Plotted Customer journey maps across 7 phases of transition to scale the employee engagement. ✓ Increased the employee engagement by 11% after the change. ✓ Created a motivated champion’s team for the new bank evident from the TSB Bank’s performance.
Verde Programme (TSB Bank) Delivered business analysis activities across the Verde Mortgages programme lifecycle and developed associated deliverables (TOM) for Verde project. Responsibilities: • Leading the selection of the most appropriate business analysis approach to deliver TOM. • Creating the Business Analysis Plan and functional specification documents etc. • Raising risks, issues, assumptions and dependencies. • Ensuring business and IT stakeholders fully understand the end-to-end solution (business and IT). Achievements: ✓ Delivered Business Requirements for 8 work streams within the project. ✓ Developed the Target Operating Model along with the Business Architecture Team and IT. ✓ Started as a single Business analyst and within 6 months 5 business analysts reported into me. ✓ Developed the requirements analysis process to deliver qualitative requirements. ✓ Delivered other project documents required for the design and build phases.
Verde Programme (TSB Bank) Selected to set up a centralised management for a project (8 work streams), aimed at ensuring standardisation, reducing duplication and leveraging resources such as people, technology and communication. Responsibilities: • Maintaining the repository for status reports, work plans, proposals, TOM and change requests. • Providing up-to-date portfolio-level status reporting to Programme level PMO. • Identifying and resolving common problems and potential risk issues across projects. • Providing oversight to ensure projects are in compliance with established standards. • Standardise project management processes, tools, documentation, and templates. Achievements: ✓ Implemented governance and continuous improvement in the overall management process. ✓ Worked with managers to recruit more than 30 project resources. ✓ Delivered introduction training to all new joiners (included managers, consultants and analyst). ✓ Introduced templates and document structures to ensure consistency between work streams.
Delivered excellent customer service to US Retail customers through data analysis. I also took responsibilities of new joiner’s induction, providing feedback and deliver new joiners training. I was also involved in sales pitches and have achieved ‘Exceeded Expectations’ regularly and a ‘Super star’ for my customer service skills.
Provided data analysis and security consultation to US based Realtors. Additional responsibilities include mentoring new joiners and providing on the job training. I have achieved many awards during this time.