Watford, England, United Kingdom
A highly motivated and resourceful Project/Programme Manager with over several years experience in the Financial Services Industry. Excellent communication skills across all levels of the organisation, with a track record for meeting demanding deadlines, both independently and within a team environment and with proven success working on projects that have delivered significant business benefits to the Client. Highly experienced at managing both local and global teams. Passionate about delivering excellent results through positive engagement between stakeholders. An innovative approach combined with a clear vision and strong drive for continuous improvement leads to successful delivery as well as an ability to influence others
Leading Customer Success for all Later Life Lenders in the UK marketplace.
Responsible for Project delivery of circa 15 to 20 workstreams across 6 large clients leading & supporting approx. 60 delivery staff members onshore & offshore. Main responsibilities include • Setting clear objectives for Projects to ensure alignment to client business strategies • Enforcing governance procedures to ensure Projects are tracked and reported accurately both internally & externally • Closely monitoring of Project performance against budgets - ownership of approx. £7M delivery revenue • Accountable for efficient resource allocation to deliver against demand • Engagement with Client Senior management group & C-suite levels through monthly steering and Quarterly strategic meetings • Focus on building & maintaining strong relationships with our clients. • Taking the lead on business improvement areas to strengthen delivery capability
Responsible for overseeing & supporting multiple software delivery projects in addition to running a large project with one client on budgets in excess of circa £2m annually. Responsibilities also included Process improvement and implementing new procedures to support the delivery function • Led multiple workstreams as Lead Project Manager for an Equity Release Lender supporting their business strategy and growth • Supported Project Managers in delivery of their own respective Projects with regular client engagement on weekly & monthly steering meetings. • Introduced and developed new process and procedures to assist delivery teams. Examples include defect tracking tools, Budget & planning tools & standardised reporting structures
Responsible for cross functional projects and change delivery • Responsible for implementing a record retention policy for Records Information Management project to support the wind down of UKHL as a legal entity • Project managed & led a team of 48 people across 11 functions to the final stages of a $1m digitized originations platform before UKHL strategic announcement to close their front book • Project managed a Successful delivery of an automated valuation instruction process for a back-book servicing platform with annualized benefits of over 100k a year • Managed delivery of an automated SMS solution to replace high volume letters and tailored service for case management saving 5k per month. Responsibilities included business analysis, conceptual design and cost benefit analysis • Designed, introduced and embedded a new agile small change process enabling the IT function to deliver change outside of a waterfall process and respond to business need quickly and efficiently • Designed and implemented a consolidated data view for call centre agents resulting in cost savings
Responsible for coordinating and scheduling all internal business software changes • Focal point / go to person for all IT change development. Responsibilities included regular contact with C-level stakeholders to determine roadmap for change both tactical and strategic • Set up and led change prioritization forums across functions for all IT changes • Responsible for initial analysis of all work requests prioritized before hand over to change delivery team • Led various sessions with multiple functions and stakeholders to process map solutions, designs & existing processes. Examples include Financial planning / forecasting, Customer journey’s & Contact strategies • Led the initial design & requirements for Risk Based Collections activity looking at cost effective ways of contacting customers whilst considering their risk profile through a champion / challenger approach • Responsible for reporting metrics on software change – pipeline, in progress, delivered, average delivery time
Responsible for eliciting business requirements & management of a small team • Appointed as Lead Functional Analyst leading a team of 3 Functional Analysts, reporting to Programme initiatives manager • Responsible for liaising with IT change teams & business SME’s to elicit requirements, support cost benefit analysis and deliver change • Accountable for the quality and performance of business & functional requirements documentation across multiple business changes and functions • Managed, tracked and triaged SIT & UAT testing under a programme of work spanning 15 work streams for a servicing platform migration that impacted over 1 million accounts • Gathered requirements and completed gap analysis across servicing platforms for migration • Delivery of an audit item requiring consolidation of multiple existing solutions, gathering requirements, testing, implementation and senior stakeholder engagement