Change Delivery Manager

• Mar 2023 - Present

In this senior role, I manage the Change function within Multrees, leading cross-functional teams to deliver change initiatives on time, within budget, and to desired quality standards. I foster a culture of collaboration, continuous improvement, and accountability while maintaining appropriate governance and overseeing the Change Framework and Lifecycle. I support complex, cross-functional change initiatives, coach and mentor team members, and act as a change management advisor to the Multrees executive board.This role encompasses the following key responsibilities: -• Drive change delivery across Multrees, working closely with cross-functional teams to ensure that all initiatives are delivered on time, within budget, and to the desired quality standards.• Lead, motivate, and inspire the change team, fostering a culture of accountability, collaboration, and continuous improvement.• Ensure appropriate governance of change activities within the team and wider project groups, consulting, coaching, and developing the team.• Oversee and maintain the Change Framework and Lifecycle, ensuring that the team's activities are contributing to the development of business-wide change management standards and processes.• Drive continuous improvement initiatives, identifying areas for improvement and leading the development and implementation of process and technology improvements that increase the efficiency and effectiveness of the change delivery process.• Support the planning of complex, cross-functional change initiatives, bringing together teams from across the business to deliver on shared objectives.• Provide strategic input to the Programme Board and oversee project steering committees, ensuring that change activities are governed and that project teams have the support and resources they need to succeed. Show less

Change Team Lead

• Aug 2022 - Mar 2023

In this role I lead the Change Team with a direct report that includes Project Managers, Business Analysts, Change Analysts and Test Analysts.

Change Manager

• Jan 2021 - May 2022

In this role I was aligned as a Change Manager supporting Open Customer Change. This role encompassed the following key responsibilities: - Leading business and regulatory change initiatives and supporting the wider operation navigate through the project lifecycle, ensuring the business case, change project objectives, deliverables and success measures were appropriately defined Responsible for the assignment of contractor Change Managers within the project, providing line management support Working within the established project governance framework to ensure risks and issues associated with the project were appropriately recorded and effectively managed Working within tight timescales, managing resource challenges, conflicting requirements, and opinions to deliver the prerequisite outcomes aligned to the business strategy Building and maintaining strong relationships with all level stakeholders, including subject matter experts, project team members and senior management Sharing best practice with peers, colleagues and stakeholders Show less

Director

• May 2017 - Apr 2021

Project Manager

• Jan 2020 - Jan 2021

This role encompassed the following key responsibilities:- • Leading the initial scoping of the project to ensure business case, change project objectives, deliverables and success measures are appropriately defined. Ensuring the work is in line with company strategy. • Produce and input into high quality project documentation including plans, actions, decisions, risks, issues and incidents in line with the project objectives, to ensure successful delivery. • Building strong relationships with senior stakeholders at representing the business at Steering Group level • Work within the defined project governance framework to ensure risks and issues associated with the project are appropriately recorded and effectively managed in line with risk appetite. • Develop and maintain change management methodologies, processes and tools and ensuring they are used within own area for scope of change management project. Share best practice with colleagues and others as necessary. • Identify opportunities for both individual and programmes of change. Creating/managing the Continuous Improvement framework and making recommendations to key stakeholders. Show less

Change Manager

• May 2017 - Jan 2020

In this role I was aligned as a Change Manager supporting Open Customer Change. This role encompassed the following key responsibilities: - Leading business and regulatory change initiatives and supporting the wider operation navigate through the project lifecycle, ensuring the business case, change project objectives, deliverables and success measures were appropriately defined Responsible for the assignment of contractor Change Managers within the project, providing line management support Working within the established project governance framework to ensure risks and issues associated with the project were appropriately recorded and effectively managed Working within tight timescales, managing resource challenges, conflicting requirements, and opinions to deliver the prerequisite outcomes aligned to the business strategy Building and maintaining strong relationships with all level stakeholders, including subject matter experts, project team members and senior management Sharing best practice with peers, colleagues and stakeholders Show less

Operations Change Control Manager

• Jan 2016 - May 2017

In this senior role I managed the Change Delivery function with a direct report of two Change Delivery Managers and 10 Change Analysts. This role encompassed the following key responsibilities:- • Providing first line control expertise for the Pensions Operations Change portfolio. • Supporting the successful delivery of Change programmes and projects, focusing on ensuring that the Control Framework is not negatively impacted by Change initiatives and Change best practice is applied • Leading and managing the Change Design Gateway process to assess control framework impacts arising from Change programmes • Conducting risk assessments, collating and decimating information on forthcoming projects to all stakeholders • Engaging with Business Readiness and Project Managers to ensure a sound understanding of changes • Managing a Change Control Forum, to ensure appropriate engagement on programmes • Supporting all business areas to ensure the Control Frameworks are designed effectively, risks are managed appropriately and controls are operating efficiently • Completing end to end assurance reviews to identify control deficiencies and implementing control improvements and positive assurances • Contributing to annual, quarterly and monthly business planning Show less

Team Manager

• Nov 2013 - Jan 2016

In this role I managed the front office ISA team within StocktradeThis role encompassed the following key responsibilities:-• Manage personal and distribution of team workloads ensuring tasks are completed efficiently and effectively within predefined timescales and SLAs.• Performance Management by monitoring productivity and quality.• Organising and overseeing staff development, including inter-departmental training.• Completing staff appraisals in line with predefined formal business process.• Providing staff with clear feedback and guidance, where necessary, through regular one to one meetings.• To cascade any regulatory or internal procedural changes and encourage interactive feedback.• Assessment, interview and selection of new employees.• Ensuring the adherence of FCA regulatory requirements, industry standards & best practice at all times.• Ensure internal and external audit requirements are completed in line with deadlines.• Working alongside senior management in order to initiate new procedures and processes for new products.• Compile and present monthly business activity reports to Senior Management and all relevant stakeholders. Show less

Senior Intermediaries and ISA Administrator

• Nov 2009 - Nov 2013

This role encompassed a broad range of tasks including but not limited to, general account administration, liaising with clients via email, telephone and post and executing client dealing instructions.

Client Support Executive

• Sep 2008 - Nov 2009

My responsibilities included handling queries and resolving complaints from private investors, corporate clients and Independent Financial Advisors via telephone in relation to all aspects of ISA and Unit Trust/OEIC investments. My responsibilities included handling queries and resolving complaints from private investors, corporate clients and Independent Financial Advisors via telephone in relation to all aspects of ISA and Unit Trust/OEIC investments.

Data Processing Analyst (Gap Year)

• Sep 2007 - Sep 2008