James Craig
Program Manager at King's Service Centre- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Russell Cosway
James is a direct and knowledgable project manager. He has a great handle on Project and Programme governance and has the ability to rapidly dive into projects and assess their state, providing no-holds-barred feedback when requested. Adept also at business process improvement and business analysis, I saw James tackle some challenging teams, processes, projects and programmes of change with speed and efficiency. On top of that, he has one of the coolest hobbies - if you're a sci-fi geek!!
Diana O.
As the manager of a large support team within Collections & Recoveries, I have worked closely with James as he supported my team in dealing with customer complaints. James is a highly knowledgeable Case Manager, with a deep understanding of current Financial and Complaints legislation and working experience of complex cases. James was always helpful, pleasant and displayed excellent stakeholder management skills, diplomacy and professional courtesy, coupled with always keeping a promise and timely delivery.
Russell Cosway
James is a direct and knowledgable project manager. He has a great handle on Project and Programme governance and has the ability to rapidly dive into projects and assess their state, providing no-holds-barred feedback when requested. Adept also at business process improvement and business analysis, I saw James tackle some challenging teams, processes, projects and programmes of change with speed and efficiency. On top of that, he has one of the coolest hobbies - if you're a sci-fi geek!!
Diana O.
As the manager of a large support team within Collections & Recoveries, I have worked closely with James as he supported my team in dealing with customer complaints. James is a highly knowledgeable Case Manager, with a deep understanding of current Financial and Complaints legislation and working experience of complex cases. James was always helpful, pleasant and displayed excellent stakeholder management skills, diplomacy and professional courtesy, coupled with always keeping a promise and timely delivery.
Russell Cosway
James is a direct and knowledgable project manager. He has a great handle on Project and Programme governance and has the ability to rapidly dive into projects and assess their state, providing no-holds-barred feedback when requested. Adept also at business process improvement and business analysis, I saw James tackle some challenging teams, processes, projects and programmes of change with speed and efficiency. On top of that, he has one of the coolest hobbies - if you're a sci-fi geek!!
Diana O.
As the manager of a large support team within Collections & Recoveries, I have worked closely with James as he supported my team in dealing with customer complaints. James is a highly knowledgeable Case Manager, with a deep understanding of current Financial and Complaints legislation and working experience of complex cases. James was always helpful, pleasant and displayed excellent stakeholder management skills, diplomacy and professional courtesy, coupled with always keeping a promise and timely delivery.
Russell Cosway
James is a direct and knowledgable project manager. He has a great handle on Project and Programme governance and has the ability to rapidly dive into projects and assess their state, providing no-holds-barred feedback when requested. Adept also at business process improvement and business analysis, I saw James tackle some challenging teams, processes, projects and programmes of change with speed and efficiency. On top of that, he has one of the coolest hobbies - if you're a sci-fi geek!!
Diana O.
As the manager of a large support team within Collections & Recoveries, I have worked closely with James as he supported my team in dealing with customer complaints. James is a highly knowledgeable Case Manager, with a deep understanding of current Financial and Complaints legislation and working experience of complex cases. James was always helpful, pleasant and displayed excellent stakeholder management skills, diplomacy and professional courtesy, coupled with always keeping a promise and timely delivery.
Credentials
-
APMP
Association for Project ManagementDec, 2012- Oct, 2024
Experience
-
King's Service Centre
-
United Kingdom
-
Information Services
-
100 - 200 Employee
-
Program Manager
-
Jan 2023 - Present
-
-
-
Cornwall Housing
-
United Kingdom
-
Real Estate
-
1 - 100 Employee
-
Business Improvement Manager
-
Jun 2019 - Dec 2022
Managing the Business Improvement Team, including delivery oversight of the 4 year Transformation and Change programme and introducing Continuous Improvement to Cornwall Housing. Reporting directly to the Managing Director.Responsible for Programmes and Projects team and Quality and Information team in an ISO9001 G1/G5 compliant structure
-
-
Project and Operations Manager
-
Jan 2017 - Jun 2019
Senior Project Manager position within a developing PMO, reporting directly to the Business Improvement Manager [Portfolio Manager]Project Managing complex IT implementations, Portfolio planning & coordination, Programme Manager oversight of contract Project Managers (as necessary), Financial planning and monitoring, Corporate IT Programme reporting
-
-
Project Manager
-
Sep 2015 - Jan 2017
Fixed term position within the Business Improvement [Change] team; initially delivering the strategic Telephony Review Programme and it's underlying Projects. Reporting to the interim Business Improvement Programme Manager with additional PMO advice and Governance support activities as required in support of the Portfolio Office.Programme Management of the PM handover on the OPENHousing system migration from 5th October 2015- 31st Dec 2015 following the loss of the PM: Interviewing short term contract replacement, Induction activities, HR set up,Governance oversight, strategic planning, guidance/mentoring and issue management.Delivery Project Manager on the OPENHousing system migration from 4th Jan 2016 onwards, following the departure of the short term replacement PM. Supervising the delivery cutover activities, Capita liaison, ITIL planning and management, financial/budgetary management & reporting, post delivery timeline planning and delivery. Future module scoping and timeline mapping.
-
-
-
Jobline Staffing
-
United Kingdom
-
Staffing and Recruiting
-
1 - 100 Employee
-
Project Improvement Officer
-
Feb 2015 - Sep 2015
Temporary contract within Cornwall Housing change team; supporting the Programme Manager on housing projects, delivering Microsoft Project training/mentoring to Business Leads, providing PMO governance support and performing audits on project documentation at the request of the Project Board. Temporary contract within Cornwall Housing change team; supporting the Programme Manager on housing projects, delivering Microsoft Project training/mentoring to Business Leads, providing PMO governance support and performing audits on project documentation at the request of the Project Board.
-
-
-
-
Career Break
-
Aug 2014 - Feb 2015
Following the consolidation of the Halifax Fraud department, the operation I supported was wound down at the end of July. My position also ended at that point so I took a long holiday and relocated to Cornwall to be near family. Following the consolidation of the Halifax Fraud department, the operation I supported was wound down at the end of July. My position also ended at that point so I took a long holiday and relocated to Cornwall to be near family.
-
-
-
Lloyds Banking Group
-
United Kingdom
-
Financial Services
-
700 & Above Employee
-
Project Manager- Essential Change
-
Mar 2012 - Aug 2014
Project Management for Fraud Operation led changes, regulatory project deliveries and Fraud work-streams on larger industry wide projects. Business analysis on small business changes as necessary and incident management on all technical and infrastructure deliveries.Additional tasks- Business Incident coordination, Disaster recovery site liaison
-
-
Assistant Change Manager- Retail Fraud Risk
-
Aug 2010 - Mar 2012
Operational change management of smaller projects, work-stream and incident management on larger projects, together with incident management on all operational impacting projects. Evaluating risks associated with integration and overseeing integration project solution implementation.
-
-
-
Halifax
-
Banking
-
700 & Above Employee
-
Complex & Legal Case Manager
-
Jul 2008 - Aug 2010
Investigating and evaluating contentious litigation cases against the bank's collections department. Preparing defence & Witness statements, attending court as subject matter expert witness where necessary.
-
-
Senior Customer Care Officer
-
Jul 2003 - Jul 2008
Non telephony based role within the Complaint department functioning as Assistant Manager for the team. Duties included: workload management, quality sampling, phone line monitoring, Escalation of cases, monthly overtime return, reporting and other tasks as necessary.
-
-
Senior Collections Specialist
-
Jul 2001 - Jul 2003
Duties: Non telephony based role, taking over difficult calls from collectors, mentoring new recruits, handling complaints. Taking on Team Manger role to cover periods of holidays/absence
-
-
Customer Service Representative
-
Oct 1999 - Jul 2001
This was a telephony based Customer Service role, dealing with Credit Card queries, disputes, Insurance queries, customer concerns and some telesales as needed.
-
-
-
Marriott Hotels
-
United States
-
Hospitality
-
700 & Above Employee
-
Restaurant and Bar Supervisor
-
Mar 1996 - Oct 1999
This role involved supervising the waiting staff, taking bookings, silver service, corporate banqueting, cash handling, accounting and book keeping, complaint handling, planning the room service breakfast schedules and more as necessary This role involved supervising the waiting staff, taking bookings, silver service, corporate banqueting, cash handling, accounting and book keeping, complaint handling, planning the room service breakfast schedules and more as necessary
-
-
Education
-
1989 - 1991
Notre Dame 6th Form College
-
-
St.Michael's College
Community
