Experience

Big 4 Consultancy Firm

• United Kingdom
• Information Services
• 1 - 100 Employee

• Senior Manager

  • Jun 2018 - Present

  Senior Manager, leading large scale Operations across a number of projects on behalf of clients within both private and public sector. Direct accountability includes: core operations teams, quality functions, MI, planning & workflow. Project roles have included: o Head of Operations, managing the remediation of 140,000 customer complaints relating to an IT failure on behalf of a leading retail bank. Project ramped up to 660FTE and successfully completed the backlog within 9 months, all… Show more Senior Manager, leading large scale Operations across a number of projects on behalf of clients within both private and public sector. Direct accountability includes: core operations teams, quality functions, MI, planning & workflow. Project roles have included: o Head of Operations, managing the remediation of 140,000 customer complaints relating to an IT failure on behalf of a leading retail bank. Project ramped up to 660FTE and successfully completed the backlog within 9 months, all with heavy media and regulatory scrutiny throughout. o Head of Operations and Quality, managing the remediation of over 4 million products which were owned by a Government Agency. This included the ramp up to over 300FTE, standing up a letter printing and dispatch supplier and processing complaint responses from over 150 different financial service providers. Project ran for roughly 2 years. o Operations lead, setting up a complaints operation on behalf of a leading insurance firm. Project is still underway at present. Show less Senior Manager, leading large scale Operations across a number of projects on behalf of clients within both private and public sector. Direct accountability includes: core operations teams, quality functions, MI, planning & workflow. Project roles have included: o Head of Operations, managing the remediation of 140,000 customer complaints relating to an IT failure on behalf of a leading retail bank. Project ramped up to 660FTE and successfully completed the backlog within 9 months, all… Show more Senior Manager, leading large scale Operations across a number of projects on behalf of clients within both private and public sector. Direct accountability includes: core operations teams, quality functions, MI, planning & workflow. Project roles have included: o Head of Operations, managing the remediation of 140,000 customer complaints relating to an IT failure on behalf of a leading retail bank. Project ramped up to 660FTE and successfully completed the backlog within 9 months, all with heavy media and regulatory scrutiny throughout. o Head of Operations and Quality, managing the remediation of over 4 million products which were owned by a Government Agency. This included the ramp up to over 300FTE, standing up a letter printing and dispatch supplier and processing complaint responses from over 150 different financial service providers. Project ran for roughly 2 years. o Operations lead, setting up a complaints operation on behalf of a leading insurance firm. Project is still underway at present. Show less



Clydesdale Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Senior Operations Manager

  • Jun 2016 - Jun 2018

  • Operational management for a headcount of 200FTE, working across 10 different complaints processes, with a team of 4 direct reports at Operations Manager level. • Accountability also included; a Continuous Improvement team, a Root Cause Analysis team, Supplier Management team & an Operational Change Implementation team - all of which provided services to the full site of 855FTE. • Business owner for all complaint processes, including any design & changes, with customer… Show more • Operational management for a headcount of 200FTE, working across 10 different complaints processes, with a team of 4 direct reports at Operations Manager level. • Accountability also included; a Continuous Improvement team, a Root Cause Analysis team, Supplier Management team & an Operational Change Implementation team - all of which provided services to the full site of 855FTE. • Business owner for all complaint processes, including any design & changes, with customer experience being critical consideration. Also accountable for the relevant Operational governance which included; escalation forums, SME model & quality alignment. • Leading a Continuous Improvement team and agenda whilst embedding ‘lean’ principles into the wider Operation. This included identifying, impact assessing and successfully delivering changes of up to £6.5million. • Partnership with the business Change function to lead and deliver transformational change as a result of: strategic business innovation, sophisticated automation, regulatory demand or creation of workflow solutions. • Accountability for any complaint Remediation cohorts, self-identified through a mature Operational assurance model, including: designing the remediation treatments, sizing the cost (including required capacity), managing completion & governing closure. • Owning all GDPR changes for the business area, including a ramp-up of 150FTE at a 3rd party supplier as a result of the regulatory changes. Show less • Operational management for a headcount of 200FTE, working across 10 different complaints processes, with a team of 4 direct reports at Operations Manager level. • Accountability also included; a Continuous Improvement team, a Root Cause Analysis team, Supplier Management team & an Operational Change Implementation team - all of which provided services to the full site of 855FTE. • Business owner for all complaint processes, including any design & changes, with customer… Show more • Operational management for a headcount of 200FTE, working across 10 different complaints processes, with a team of 4 direct reports at Operations Manager level. • Accountability also included; a Continuous Improvement team, a Root Cause Analysis team, Supplier Management team & an Operational Change Implementation team - all of which provided services to the full site of 855FTE. • Business owner for all complaint processes, including any design & changes, with customer experience being critical consideration. Also accountable for the relevant Operational governance which included; escalation forums, SME model & quality alignment. • Leading a Continuous Improvement team and agenda whilst embedding ‘lean’ principles into the wider Operation. This included identifying, impact assessing and successfully delivering changes of up to £6.5million. • Partnership with the business Change function to lead and deliver transformational change as a result of: strategic business innovation, sophisticated automation, regulatory demand or creation of workflow solutions. • Accountability for any complaint Remediation cohorts, self-identified through a mature Operational assurance model, including: designing the remediation treatments, sizing the cost (including required capacity), managing completion & governing closure. • Owning all GDPR changes for the business area, including a ramp-up of 150FTE at a 3rd party supplier as a result of the regulatory changes. Show less



Barclays

• India
• Outsourcing/Offshoring
• 1 - 100 Employee

• Project Manager

  • Oct 2015 - Jun 2016

  • Responsible for the delivery and implementation of a wide variety of projects within the Wealth & Investment business including mandatory and regulatory changes. • Management and accountability for full project scope, including; end to end delivery and all risks to this, budget and cost, benefit realisation and all progress updates. • Projects delivered include; - Common Reporting Standards; mandatory change requiring tax residency and jurisdiction details for all clients… Show more • Responsible for the delivery and implementation of a wide variety of projects within the Wealth & Investment business including mandatory and regulatory changes. • Management and accountability for full project scope, including; end to end delivery and all risks to this, budget and cost, benefit realisation and all progress updates. • Projects delivered include; - Common Reporting Standards; mandatory change requiring tax residency and jurisdiction details for all clients across the business. This involved a variety of system and process changes to record this data up front including the landing of a new data capture system, as well as a remediation exercise to c.2million existing clients to obtain information. - Corporate Investment Migration; a migration of clients between investment platforms to ensure c.100 corporate clients were correctly classified as professional entities. This project included the creation of new Terms & Conditions, Rate Card and Company Brochure before creation of completely new on-boarding, asset management and payment processes. - Project Paradine; a strategic change across Premier and Offshore business which included; the complete restructure of the leadership team, a role alignment piece across the wider team of c.2000 colleagues and a revised location strategy exercise resulting in the closure of 2 sites. Responsible for all deliverable action across each of these objectives and consistent Unite engagement throughout.

• Supplier Manager

  • Mar 2013 - Oct 2015

  • Responsible for managing multiple suppliers, partners or Managed Services within Complaint Remediation Services, all providing a variety of services to the business. • Managing full performance for a headcount of 1800 across multiple work streams and multiple sites • Spending 11 months in India work closely with Suppliers during periods of change including Ramp-Up projects of over 700FTE and contract termination and ramp-down projects • Strategic input across third party… Show more • Responsible for managing multiple suppliers, partners or Managed Services within Complaint Remediation Services, all providing a variety of services to the business. • Managing full performance for a headcount of 1800 across multiple work streams and multiple sites • Spending 11 months in India work closely with Suppliers during periods of change including Ramp-Up projects of over 700FTE and contract termination and ramp-down projects • Strategic input across third party suppliers including contract negation and termination to create business savings where appropriate • Owning a continuous improvement agenda, including landing automation which created 140FTE savings & in-housing over 250 million records creating a £5 million saving per annum • Resolution of operation and commercial issues that are impacting supplier service with appropriate stakeholder and customer interaction • Manage audit and risk requirements with the supplier and escalate any potential or clear breach of these using Risk Control Assessments to support

• Subject Matter Expert

  • Aug 2011 - Mar 2013

  • Lead for an off-shore ramp-up project involving being responsible for the accreditation of over 400 FTE across several sites on several complaints processes to strict stakeholder deadlines. • Delivering formal training to various levels of the business on multiple different processes with a first time pass rate of 68% at accreditation. • Managing several Operational Migrations including the accreditation of 120 FTE. • Creating an accreditation workflow and marking scheme… Show more • Lead for an off-shore ramp-up project involving being responsible for the accreditation of over 400 FTE across several sites on several complaints processes to strict stakeholder deadlines. • Delivering formal training to various levels of the business on multiple different processes with a first time pass rate of 68% at accreditation. • Managing several Operational Migrations including the accreditation of 120 FTE. • Creating an accreditation workflow and marking scheme and liaising with Quality Assurance, Quality Checking and Operations to ensure implemented successfully. • Creating and shaping processes that are used by both on-shore and off-shore sites • Taking ownership of regular changes to various processes.