London, England, United Kingdom
As a Senior Operations Change Manager at Vitesse, with over a year of experience in this role, I focus on implementing and managing operational changes through a structured change acceptance process. My work includes acting as a subject matter expert to provide insights for product development, service enhancements, and the planning and execution of business change across designated teams. My priority is ensuring business-as-usual readiness, mitigating risks, and fostering sustainable improvements. I am committed to driving continuous improvement, scalability, and robust governance within operations while building strong stakeholder relationships and ensuring clear, transparent reporting. With a demonstrated ability to lead and manage change, I aim to deliver impactful solutions that align with organizational goals and enhance operational efficiency.
Lead the implementation of operational change by defining and managing a robust change acceptance process. Act as Operations SME to provide critical insights for product development and service enhancements. Own planning and execution of business change across designated squads, ensuring BAU readiness and risk mitigation. Drive continuous improvement, scalability, and governance within Operations, while fostering strong stakeholder relationships and transparent reporting.
As a Project Manager and Change Management Specialist, I have successfully led and managed diverse projects from initiation to completion, specialising in the optimisation of operational efficiency and cost savings through Agile methodologies. Utilising the JIRA suite, I have delivered substantial improvements across a variety of projects, including process reviews, updates, and novel process development. Competencies include: • Leading and managing the end-to-end lifecycle of projects. • Expertise in process optimisation, including the creation and training of new and updated processes, and ensuring smooth implementation. • Conducting process analysis to identify actionable insights, delivering change, and improving efficiency while ensuring measurable benefits. • Driving improvements and empowering teams to adopt new processes, technologies, and automation enhancements. • Stakeholder engagement and management through facilitating workshops, working groups, and presentations. • Strong analytical and problem-solving skills, with a focus on waste elimination and process efficiency. • Excellent organisational and planning abilities, with a track record of driving successful outcomes through effective project management.
Leading a team of up to 15 people within both office and WFH environments, coaching and development at both individual and team level to ensure KPI’s are met and exceeded, learning and development; writing of new training and embedding program including creating content and resources and facilitating training sessions, call queue monitoring and real time analytics, team schedule management, including use of workforce planning, forecasting and data extrapolation and analysis, key business stakeholder relationship management, complaints and escalation management, review of existing, and creation of new key risk management processes, team creation and technology rollout.
Technical request case management, review and documentation of processes, data tracking and data tracker creation. Call centre client service; incoming and outgoing client contact. Assisting financial advisers and direct clients with equities and managed funds trades, superannuation and pension regulations, online services, product queries and technical issues. Identification of clients, handling confidential information safely and appropriately. Working to individual and team KPI’s. Reviewing and updating workflow processes. Quality control for all outgoing email messages; ensuring client data is protected, correct information is being provided and all are within the company’s marketing and principle guidelines.
Setup and preparation of varied specimens for microbiological assessment, including COVID-19 swab preparation for PCR analysis, faeces culture and PCR, gynaecological PCR, respiratory viruses PCR, sputum culture and bronchial washing culture, assessment of faeces and genital wet-preparation slides for parasites and gram stains for bacterial identification, urinalysis using the Aution Hybrid-AU4050, confirming results via microscopic view and preparation of antibiotic sensitivity plates.
Microtomy of varied histological samples, antibody preparation and dilutions, antibody and staining protocol optimisation, use of the Roche Ventana BenchMark ULTRA slide stainer systems, quality checking stained slides; ensuring correct expression and troubleshooting any issues that arise during and after staining, working to deadlines for same day turnaround, coordination of external samples for staining and returning, data entry for NATA and RCPAQAP requirements.
Call centre client service; incoming and outgoing client contact. Assisting financial advisers and direct clients with equities and managed funds trades, superannuation and pension regulations, online services, product queries and technical issues. Identification of clients, handling confidential information safely and appropriately. Working to individual and team KPI’s. Reviewing and updating workflow processes. Quality control for all outgoing email messages; ensuring client data is protected, correct information is being provided and all are within the company’s marketing and principle guidelines.