Product Manager

• Aug 2019 - Present

Working for a global affiliate marketing network, developing platform used by advertisers, publishers and staff. Responsible for:Managing product backlog and roadmap.Working with internal and external customers to understand needs and prioritise work.Working with senior stakeholders across the business to define strategy.Analysis of wider market trends and shifting priorities within regions to identify new strategies and changes in priorities.Writing high level user stories.Acting as a Product Owner on large features.Internal and external rollout of new features.Commercialisation of features to create products for multiple markets around the world; UK, SEA, India, MEA and LATAM. This includes working with teams on marketing and with a design agency on collateral.Demo’ing platform on pitches and at conferences.

Business Analyst

• Jul 2017 - Sep 2018

Two BA roles. Product Owner - working in a fully agile environment developing SharePoint applications to improve internal ways of working. Worked on full project lifecycle, from qualifying the concept, designing and creating a solution to change and implementation. Applications created for a range of stakeholders including HR, Finance, Integrity and Procurement.Traditional BA role; eliciting requirements, stakeholder analysis, running workshops, technical writing. Wrote a number of successful business cases for procuring new software and further developing existing systems, primarily for finance operations and service management. Projects also involved creating change management plans and writing briefings for executive management audience.Other ad hoc projects:Reporting - introduced new measures on department and staff performance. Streamlined and automated reporting.Analysis and presentation of staff survey results across department.

Data Analyst

• Apr 2017 - Jun 2017

Temp role analysing Consumer Affairs inspection data for regular and ad-hoc reporting.Worked in a business analyst capacity on a project to reduce the volume of data entry in the division. Temp role analysing Consumer Affairs inspection data for regular and ad-hoc reporting.Worked in a business analyst capacity on a project to reduce the volume of data entry in the division.

Policy and Quality Manager

• Oct 2015 - Mar 2017

I was responsible for developing and maintaining policies and procedures and ensuring legislative and best practice requirements were maintained across the department and I oversaw the audit process essential for effective recovery of £8m of service charge income and the rent increase associated with a further £17m income. • Gathered requirements and wrote successful Business Case for procurement of new Service Charge system.• Introduced and embedded Policy Forum and new induction process to ensure that new policies, procedures and ways of working met the requirements of frontline staff and staff were fully trained.• Managed an expanding team through a restructure and successfully implemented new products and processes brought on by that restructure.• Introduced a suite of performance indicators and reporting tools which contributed to improved performance across the department including reducing debt to record lows.

Service Charge Manager

• May 2014 - Oct 2015

Working across a large department from frontline staff to senior managers my role was responsible for reviewing and improving the way service charges were set, managed and performance monitored. Responsible for ensuring service charges were set accurately and so as to maximise income at around 450 developments covered by over 100 Property Managers within the companies social rented portfolio. Led regular training of new and existing staff to ensure good practice.⚫ Increased service charge income by over 10% whilst ensuring greater managerial oversight and continued consideration of affordability.⚫ Created inter-department working days to improve collaborative work between property managers.⚫ Project managed introduction of new tenancy agreement and process to bring in service charges at old properties, increasing recovery.⚫ Increased recovery at developments managed by external agents by improving coding of spend through the creation of templates and by being a stronger client.⚫ Earned commendations from finance and housing colleagues for way I handled and improved the service charge process. Staff survey showed dramatic improvements in staff confidence in setting service charges following process changes and training.

Housing Officer

• Jul 2011 - May 2014

As the main point of contact for 150 tenants I was responsible for effectively resolving queries and problems relating to rent, anti-social behaviour/ neighbour disputes, repairs and estate management. Responsible for responding effectively and within corporate timeframes to all resident correspondence and formal complaints. Responsible for managing spend within budget, setting accurate service charges.⚫ Oversaw service charge setting for team of 10 Housing Officers.⚫ Worked closely with other Housing Associations at a large estate to introduce a new managementstructure following feedback from residents.⚫ Effectively dealt with complex anti-social behaviour cases involving mental illness and various external agencies.

Information Officer

• Dec 2008 - Jun 2011