Relationship Manager

• Aug 2023 - Present

Hybrid Project Manager/Business Analyst

• Nov 2020 - Jul 2023

PMO Analyst

• Sep 2019 - Nov 2020

Project Manager

• Mar 2014 - Mar 2019

Project lead for the strategy and implementation of numerous projects and IT change development solutions to support group-wide business operations; providing leadership to cross-functional business and project teams, bringing best practice standards throughout and working extensively with stakeholders, business partners, 3rd parties and departments to implement the strategic vision and ensure all deliverables are achieved. Utilise best practice Agile methodologies to deliver projects and solutions to deadlines and cost constraints. Produce project documentation and business analysis reports, including risk and issue logs, timetables and schedules, change requests, management and budget reports, and project milestones and end reports. Define roles and responsibilities and produce KPI and performance review programmes throughout, while hosting project meetings and workshops and driving teams to ensure milestones/expectations are met. Ensure new processes and systems are transparent, robust, easy to understand and reduce manual input. Deliver bespoke instruction and training to teams to further understanding of technologies and principles. Selected IT projects included: delivery of FATCA (Foreign Account Tax Compliance ACT) Project; Figaro and iSeries Security Project; Tax Pack Consolidation Project and Figaro Stock Reconciliations Project. CURO Financial Planning software – Upgrade and HiTec DSX Upgrade with links to Figaro. Commended for interpersonal skills and the ability to present complex issues/solutions in a non-technical manner; also credited for improvements to operations and ensuring compliance with audit recommendations Show less

PMO Support

• Jul 2013 - Mar 2014

Performed broad-based duties to ensure the effective delivery of a portfolio of regulatory programmes, including the set up and running of the European Regulatory Reform PMO, organisation of project and senior stakeholder meetings, production of high quality presentations and documentation, communications, finance, RAIDS and milestone tracking and ensuring projects and work steams adhered to defined processes and procedures. Set up and managed State Street-specific communication systems for various stakeholder groups at all levels. Rolled out and managed the programme’s SharePoint site that ensured quality and control of documentation. Improved programme delivery process by drawing on previous experiences and cohesive project controls. Built effective business relationships with senior executives and project teams across multiple geographies. Recognised for dedication to detail and bringing clarity of direction and strategic focus to the programme. Show less

Project Manager/Business Administrator

• Mar 2009 - Jan 2013

Focal point for the coordination, management and full lifecycle delivery of projects across all business and IT areas, while providing high-level business support and implementing a range of improvement activities focused on increased productivity and efficiency. Mentored and managed cross-functional support staff and project teams, collaborated with senior executives and third parties, and authored business and project plans, produced schedules and specifications and coordinated multiple resources accordingly, integrating technical, operational and administrative efforts and serving as point-of-contact between business and IT and any problem escalations. Created and maintained acclaimed, company-wide Disaster Recovery Plan and Business Continuity Plan. Delivered project and >£1m p.a. by changing the company’s charging structure. Commended for ensuring all internal audits were completed on time and contact point for Ernst & Young. Led on a range projects to align company with new governmental regulations, implemented new upgrade to Internet banking system and project-managed new Intranet site  Project lead on close out of regional office and planned and oversaw internal desk move/shuffle. Identified cost and time savings by reviewing standalone personal/business accounts and recommending step changes and assisted with bank’s errors/complaints and ‘Treating Customers Fairly’ issues. Improved efficiency to banking system and for the banking operations team by implementing numerous new procedures such as ‘Straight Through Processing’ and Clearing and statement modules. Created effective project templates and established internal/external audit log to monitor business actions. Managed numerous projects concurrently and enhanced business services and operations by performing cost and benefit tracking, status reporting, testing, change control and utilising RAID methodologies. Show less

IT Supervisor

• Oct 2008 - Mar 2009

Promoted to oversee daily operations and performance activities of high volume IT Helpdesk. Supervised multidisciplinary team of four and provided 1st line support to all businesses within the bank and to over 250 staff. Controlled all tasks logged through the Helpdesk and performed ongoing initiatives to ensure all IT procedures were followed, documentation was accurate and maintained, housekeeping duties were completed and team continually met SLAs and quality standards. Created various process improvements that streamlined daily operations, improved communications, drove higher team performance and improved company-wide IT confidence and competency. Implemented a new and highly praised concept of weekly emails to the business on basic IT troubleshooting that enabled staff to resolve issues without having to contact the Helpdesk. Developed and maintained a project list to highlight ongoing status actions and created and implemented a spreadsheet/system to track holiday and sickness activities. Conducted weekly reviews with the IT Director and Head of IT and enabled detailed monitoring of the core banking system by delivering statistical reports and end-of-day figures to stakeholders and the IT Director. Effectively managed all procurement activities and kept down costs by reviewing suppliers and negotiation. Credited for improving performance of team after implementing personal improvement plans. Show less

IT Helpdesk

• Dec 2004 - Oct 2008

Manned the IT Helpdesk and performed all duties involved with 1st and 2nd line support to all business and across a diverse IT infrastructure, while assisting the IT team and collaborating on bespoke projects to support company and project-specific objectives. Significantly improved effectiveness after configuring and rolling out a complete reconstruction of the Helpdesk and procedures, including implementing new Helpdesk software where previously there was none. Established a new starter/leaver procedure for the group ensuring a smooth beginning to end process.  Supported and facilitated on all applications including market data, banking systems and in-depth analysis and assisted external Internet Banking clients with online queries and problem issues. Controlled all IT purchase procedures and managed the release of quarantined emails from Mail Sweeper. Reported and act upon project issues, scope changes, risks and expenditures, while thoroughly instructing users in new applications, system use, operational procedures and troubleshooting techniques. Show less

IT Analyst

• Dec 2000 - Dec 2004

First point of contact for the provision of 1st and 2nd line support to >300 users including >1500 traders and dealers, while training new Helpdesk personnel and ensuring staff continued to deliver a high level of IT support.  Played key role in large, smooth migration of various companies into one primary location.  Produced and maintained thorough management documentation and data analysis reports.  Swiftly addressed and resolved all technical and operational issues presented by cross-disciplinary activities and provided IT support to external clients who utilised the Internet to access their portfolios.  Commended for interpersonal skills and the ability to present complex issues/solutions in a non-technical manner; also credited for ongoing improvements to operations and ensuring compliance with all procedures. Show less

IT Helpdesk Analyst

• Jan 2000 - Dec 2000

Administrative Assistant

• Aug 1999 - Jan 2000