Process Improvement Manager

• Nov 2022 - Present

Escalation Process Specialist

• Apr 2021 - Nov 2022

Process Improvement Analyst

• Feb 2018 - Jul 2020

During this tenure I utilised robust Six Sigma techniques to manage variousaspects of multiple projects to achieve operational excellence and overallcustomer satisfaction. Additionally I leveraged expertise to Six Sigma BlackBelt in projects involving branch cash efficiency, operational costreduction, policy change/automation, and technology transformation in-linewith DMAIC methodology. I also compiled and processed complex data andbriefed related stakeholders resulting in improved decision-making andpolicy implementation. I identified and mitigated prevailing risks andimplemented best practices for business growth.Key Accomplishments:• Optimised cash handling processing across branches resulting in costsavings of over £300K PA.• Realigned machine replenishment process and increased machine availabilityby 20%.• Developed alternative in-branch emergency card replacement process;reducing time from one hour to 20 minutes and saved £1.6B in card printing.• Collaborated with opposing departments i.e. Fraud to create and implementsystemised process to benefit stakeholders interest. Show less

Assistant Manager

• Jan 2016 - Oct 2018

In this previous position I steered significant efforts to manage andmonitor team performance and work capacity. I organised regular 1:1 meetingsto facilitate and coach peers to meet and exceed set objectives. Moreover Idevised and executed robust strategies to improve various processes inbranch. Also I oversaw internal employer branding activities to achieve andmaintain organisational efficiency.Key Achievements:• Accelerated and sustained customer service NPS score from +30 to +75within two months.• Rendered expertise to reduce loans and insurance staff by half whilstincreasing lending each week up to £200K. Show less

Operational Roles

• Sep 2015 - Oct 2018

Over the course of this period I developed and sustained effective customerrelationships by assisting clients in delivering financial solutions relatedto loans, credit cards, and insurance services. I inspected customer complexqueries and implemented corrective action plan to mitigate possible riskfactors. Furthermore I trained and mentored prospective personal bankers onproduct knowledge and customer service excellence to ensure smooth runningof business operations. Also I designed templates to collect data frombranches on performance.Major Contribution:• Provided assistance in decision-making process to East London CommunityDirector and analysed weekly financial progress of branches across EastLondon. Show less