Experience

Trust Payments

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Project Manager

  • Sep 2012 - May 2014

  Bromley, United Kingdom Experienced Project Manager and business and leadership consultant specialising in employee engagement and change management through process re-engineering utilising Lean/Six Sigma methodologies (fully accredited Black Belt).



London Area

• Business and Leadership Consultant

  • 2010 - Aug 2012

  Experienced professional specialising in coaching leaders and advising and managing business change through process review and re-engineering using Lean/Six Sigma methodologies.



HSBC Institutional Fund Services

• Head of Best Practice

  • Jan 2005 - Oct 2009

  Key Responsibilities: Lead a team of externally accredited 6 sigma/LEAN experts to influence organisational change and to drive the application of best practices across Institutional Fund Services UK. Assist in the identification and prioritisation of projects; lead or coach project teams that address significant customer driven improvement opportunities; focus on consistently meeting customer-defined specifications maximising certified financial benefit. Incorporate… Show more Key Responsibilities: Lead a team of externally accredited 6 sigma/LEAN experts to influence organisational change and to drive the application of best practices across Institutional Fund Services UK. Assist in the identification and prioritisation of projects; lead or coach project teams that address significant customer driven improvement opportunities; focus on consistently meeting customer-defined specifications maximising certified financial benefit. Incorporate strategic concepts in project identification and prioritisation; ensure projects align with business strategy plans and the tactical needs of Institutional Fund Services business units. Institutionalise continuous improvement activities across all operational units. Key Achievements: Re-defined and implemented the governance structure across HSBC Fund Services Europe. Re-defined the Best Practice Team service offering to be more practical in the utilisation of six sigma and LEAN tools and methodologies to achieve optimum solutions around business need. Hand picked a team of six sigma/lean experts all of which have adapted exceptionally well to the new demands and have helped cement the excellent reputation of the current team. Solutions delivered have ensured that parties across all affected functional areas were engaged at the outset and therefore contributed to the agreed optimal solution. Capacity modelling rolled out across Institutional Fund Services UK Operations (approx. 500 FTE) to improve operational and cost management and support the 2008/9 Transformation Programme. Best Practice Process Management training devised and delivered to support continuous improvement initiatives across IFS UK. Show less



HSBC Global Investor Services Project Office

• Senior Project Manager

  • Jan 2003 - Jan 2005

  Key Responsibilities: Responsible for the research and delivery of a number of strategic projects within Global Investor Services. Developing the initial strategy for the UK Security Services HSBCnet (online) product offering. Key Achievements: Redefined the strategy and reporting for the GIS Project Office including the co-ordination and reporting on 100+ projects. Defined the client contact approach and rolled out the initial HSBCnet Securities… Show more Key Responsibilities: Responsible for the research and delivery of a number of strategic projects within Global Investor Services. Developing the initial strategy for the UK Security Services HSBCnet (online) product offering. Key Achievements: Redefined the strategy and reporting for the GIS Project Office including the co-ordination and reporting on 100+ projects. Defined the client contact approach and rolled out the initial HSBCnet Securities Services product offering. Successfully co-ordinated and rolled out a broker custody service proposition. Show less



HSBC Global Investor Services

• Head of Settlements

  • Feb 2001 - Jan 2003

  Key Responsibilities: Responsible for team of 180 FTE (including 22 managers) covering both UK and Overseas markets. This operation also included the Gilts Settlement operation which was responsible for processing approximately 35% of the UK Gilt Market volumes. Key Achievements: Achieved the best internal staff survey results of any GIS department whilst delivering a restructure which resulted in the number of managers reducing to 16 from 22. (US$ 500k… Show more Key Responsibilities: Responsible for team of 180 FTE (including 22 managers) covering both UK and Overseas markets. This operation also included the Gilts Settlement operation which was responsible for processing approximately 35% of the UK Gilt Market volumes. Key Achievements: Achieved the best internal staff survey results of any GIS department whilst delivering a restructure which resulted in the number of managers reducing to 16 from 22. (US$ 500k cost saving). Introduced upward appraisals and standardised monthly meeting agendas to improve staff engagement. Show less



HSBC Customer Telephone Services

• Senior Project Manager, Group Operations, Customer Telephone Services

  • Apr 1997 - Feb 2001

  Key Responsibilities and Achievements Responsible for all internal and external communication activities concerning the introduction of IVR technology facing all customer calls to the UK branch network. Researched, devised and implemented the introduction of customer service telephones in branches offering direct links to other group business areas inc. Personal Financial Services, Mortgage Service Centre, first direct etc. 4.… Show more Key Responsibilities and Achievements Responsible for all internal and external communication activities concerning the introduction of IVR technology facing all customer calls to the UK branch network. Researched, devised and implemented the introduction of customer service telephones in branches offering direct links to other group business areas inc. Personal Financial Services, Mortgage Service Centre, first direct etc. 4. Employment Summary of other Managerial positions within HSBC Show less