Implementation Consultant

• May 2022 - Present

Council Member

• May 2022 - Present

Deputy Portfolio Holder for Dynamic City (Housing, Transport & Regeneration) Deputy Portfolio Holder for Dynamic City (Housing, Transport & Regeneration)

Senior Implementation Specialist

• Sep 2021 - May 2022

• Project manager for a global rollout of the flagship Permitting & Safety software for the company’s biggest client as well as managing software implementations for two other high-profile customers. • Accountable for the holistic project management of each project and the first point of contact for the customer. • Responsible for management of a team of implementation specialists and mobile/web developers for each project. • Conducting process discovery sessions and documenting the existing customer processes, with a view to establishing custom development items required to tailor the software to meet customer needs. Solely responsible for generating Process Initiation Documents and all supporting project management documentation. • Responsible for configuring the software to meet the customer’s specification and managing the import of customer data to the software. • Ensuring that all User Acceptance Testing and test scripts are conducted and responsible for on-site training and go-live support. Show less

Data Manager

• Mar 2021 - Sep 2021

• Primarily responsible for all data related activities for each medical trial that I am assigned to and hold budgetary responsibility for the effective management of data. • Responsible for Clinical Data Management System (CDMS) (or managing vendors providing this), User Acceptance Testing, Data Management and Validation policies for each medical trial, as well as training appropriate trial staff. • Managing and controlling all data that is entered into the CDMS, conducting data cleaning and validation activities in conjunction with the Management and Validation Plans • Lead member of the Trial Management Group (TMG) for all data related exercises being conducted as part of the trial • Author and presenter of regular data reports to TMG and relevant clinical staff • Responsible for the locking of data and exporting of data to Trial Statisticians for analysis • Good Clinical Practice training completed • Deputise for Senior Trial Manager where appropriate • Currently assigned to two high-profile medical trials: Graves-PCD (a trial using a drug called Daratumumab to treat severe thyroid disease) and AutoDecra (a trial using a drug to cure Rheumatoid Arthritis) Show less

Compliance Information Manager

• Feb 2019 - Mar 2020

• Co-led the implementation of a new Asset Management system and responsible for the system configuration for a vast array of complex data to be uploaded to the new system. Sat on a Project Team charged with the responsibility for strategic direction and overall accountability for delivering the system. • Responsible for reporting and presenting Landlord Compliance KPIs to Group Board and various senior management committees and providing mitigation for key risks to the Group. • Following a downgrade from the regulator in 2018 prior to my tenure, overhauling the existing suite of Landlord Compliance reports, implementing a clear, concise and structured data strategy and suite of reporting, playing a key role in a subsequent upgrade from the regulator in October 2019. • Creating, designing and implementing complex reporting mechanism, using Visual Basic, HTML and JavaScript to improve existing data input processes and produce automated reports. This included an end-to-end Gas Quality Assurance process, which has been nominated by Corgi Technical Services for an award as the Association of Safety and Compliance Partners Conference in May 2020. • Managing contractors providing services relating to landlord compliance requirements to ensure that compliance requirements are delivered in a timely manner, and implementing corrective actions where required. • Responsible for the matrix-management of administrative staff, ensuring that compliance information was updated in accordance with the implemented data strategy and providing the direction on any changes subsequently made to it. • Award winner during the inaugural “You Are Gentoo” awards following the implementation of a multitude of efficient, automated reporting systems. • Responsible for generating and truncating an 8 year programme for Domestic Electrical Testing into a new 5 year programme to comply with British Standard 7671. Show less

Governance and Reporting Coordinator

• Oct 2017 - Feb 2019

• Created the Compliance Position and Risk (CPR) reporting mechanism that helped the entire business manage assurance activity and provide a common space to add, monitor and mitigate risks. This included the creation and design of a Compliance Portal to ensure that all areas of the business had the required visibility of their risks.• Responsible holding the business to account for ensuring that the recommended to the business as a result of assurance activity are carried out in a timely and accurate fashion, escalating non-conformances during weekly update meetings.• Played a key part in ensuring that the transition of Governance, Reporting and Compliance systems and reporting was seamlessly implemented from npower to a new merger company former with SSE.• Implemented a suite of assurance tools to integrate with the Compliance Portal to ensure that the assurance activity could be conducted as efficiently as possible.• Responsible for assuring the business against data management and storage frameworks and providing action plans where improvements can be made. • Led the Retail Compliance department for the implementation of General Data Protection Regulations (GDPR) 2018 and co-designed a data storage policy for the department to work within.• Recipient of multiple commendations for outstanding work during my employment with npower.• Responsible for a small budget relating to implementing changes to the Compliance Portal and supported systems. Show less

Domestic Assurance Analyst

• Jun 2016 - Oct 2017

• Responsible for the implementation of assurance checks across the group for all customer-facing operatives within the Domestic market segment.• Ensuring that quality and compliance feedback from the Quality Team is both timely and accurate, as well as ensuring that this feedback was delivered to the respective advisor to help improve the service provided to the customer, whilst protecting the the business against its compliance parameters.• Created a bespoke reporting model for tracking and reporting findings to senior stakeholders within the business, a model that was revered and championed by the Head of Retail Compliance and other Senior Management Team members.• Responsible for ensuring that the feedback was correctly given and documented through regular personnel file checks.• Regularly providing coaching to both Quality Analysts and Team Managers upon delivering feedback to advisors and how to overcome potential issues. Show less

Sales Agent Complaints Coordinator

• Oct 2014 - Jun 2016

• Identified a gap in existing compliance process where domestic boiler care was being sold, created a process whereby this would be monitored internally and corrective actions taken where relevant.• Responsible for applying both legislation and supply licence conditions to ensure that our sales agents followed best practice when selling to both domestic and non-domestic customers• Responsible for a team of Sales agent Investigators to ensure that any non-compliances were duly noted and flagged for further investigation• Upholding complaint handling standards and ensuring that the very best customer service is delivered on a day to day basis by my team. Show less

Senior Analyst

• Apr 2014 - Oct 2014

• Responsible for the reconciliation and reporting of all Ombudsman Services: Energy (OS:E) complaints received and ensuring that these complaints were directed to the appropriate workstream.• Responsible for managing two analysts within the Executive Complaints Team• Providing management cover for Senior Advisors/Advisors during overtime• Responsible for leading and conducting root cause analysis to investigate ongoing issues and providing insight as to how to improve the current position• Responsible for reconciling the monthly invoice from OS:E, a financial controller for a budget of over £1m per year.• Key point of contact for third parties such as OS:E, Citizens Advice Bureau (CAB) and Consumer Futures (CF) Show less

Quality Analyst

• Sep 2013 - Apr 2014

• Created and managed an end-to-end Compliance and Quality monitoring process for offshore Billing & Payment Scheme advisors. Responsible for the management of the partnership between Accenture and npower. Quality started at 3/5, ending at 4.9/5 after 3 months.• Regular conference calls with Accenture to ensure that quality scores and reporting were regularly delivered and responsible for driving the quality performance within Accenture. • Created a Knowledge Transfer document to ensure that best practices and training materials/corporate briefs delivered to onshore advisors could be shared with the partners. • Trained 4 Quality Analysts within Accenture and chaired regular calibration sessions to ensure that on-site quality monitoring was present. Calibration scores started at over 50%, ending at less than 5% after 3 months. • Created a quality monitoring process for Change of Supply and responsible for creating a suite of management reporting tools to help view and manage quality on a self service basis. Show less

Customer Service Advisor

• Feb 2012 - Sep 2013

• Fully competent using SAP CRM systems• Responsible for the management of all Agreed Reads, Payment Schemes, Product & Tariff complaints that required back-office system intervention• Recognised as a specialist within the Change of Supply workstream, resulting in promotion to a Quality Analyst for that workstream.• Responsible for work allocation within the team and regularly deputised as a stand-in manager to cover absence and annual leave• Responsible for creating a series of management tools to provide automated updates on workload across a multitude of different back office functions. Show less