Cheltenham, England, United Kingdom
I’m a proactive and committed Business Consultant with 20 years’ experience delivering software solutions for financial services organisations across the UK. I specialise in helping Banks and Building Societies implement and optimise mortgage platforms that improve efficiency, accuracy, and customer experience. My background spans the full software development lifecycle — working in Agile and PRINCE2 environments — and I bring deep expertise in business consultancy, systems analysis, requirements gathering, solution design, and process optimisation (AS‑IS / TO‑BE). I’m especially experienced in mortgage sales, originations, and systems integration through APIs. I’m known for my calm, approachable style and my ability to bring clarity and stability to complex projects. I work effectively with stakeholders at all levels and remain focused on delivering high‑quality outcomes for both business and technical teams. My experience includes leading analysis and consultancy for major financial services implementations, including delivering integrated mortgage platforms for the UK’s largest Building Society, Wales’s largest Building Society, and numerous other lenders. Key strengths include: - Deep business and technical knowledge of UK mortgage processes - Requirements analysis, solution design, and gap analysis - Stakeholder management and clear communication - Service and system integration (including APIs) - Sales process improvement and feasibility analysis - SQL-based data analysis - UAT coordination and full lifecycle implementation support - I’m motivated by continuous improvement, global awareness, and a genuine desire to make a positive impact within every project I take on.
Currently carrying out two roles: 1) Lead Business Systems Analyst in a bespoke team supporting and developing the Chelsea's chosen Customer Relationship Management and complaints management system (Portrait Contact Centre). Working in a fast paced, Agile development environment, with key business stakeholders from all levels and areas of the business to maintain and enhance Chelsea's single view of the customer, by providing incremental improvements to the system based on business/regulatory need. 2) Business Analyst on a large scale integration project to merge Chelsea Building Society with Yorkshire Building Society. Working with BA's from both sides of the business and business specialists to identify and resolve gaps in existing processes. Documenting AS IS processes and suggesting TO BE processes to enable the successful migration of relevant data from Chelsea core systems to Yorkshire equivalents.
Business Analysis and Systems Analysis roles combined. Projects completed include: Implementation of bespoke CRM system and phased roll out across branch network; Implementation of bespoke complaints system conforming to FSA regulations; enhancement to Core system to enable a 40% increase in commission income; enhancement to Annual General Meeting mailing process to improve efficiency and accuracy of customers mailed.
Skilled in Savings/Investments, Mortgage and General Insurance areas to be able to answer customer queries and resolve complaints My achievements in this role include: - Co-managed a team of call centre agents ensuring high standards of service were maintained at all times – an example of my ability to get the best out of a team. - Acted as a mentor for new starters – highlights my approachable character and ability to coach. - Received internal awards for my professionalism towards customers and my positive attitude to enable my team to consistently deliver results – proof that I am able to succeed whatever the challenge! - Implemented new processes across the call centre to improve efficiencies – an example of my eagerness to make a difference.