Working with SME’s in South Wales to realise their potential

Established programme/project management knowledge utilised, directed and delivered within the Housing Operations Service Transformation Change Programme. Steadfast effective relationship management with Executive Sponsor and senior management team, employment of process mapping approach, key elements of customer journeys within Income Management, Tenancy Management, Voids Management and Estate Management. Execute analysis of business processes throughout the ‘Tenant (Customer) Journey’ including research data; internal/external knowledge information; customer profiling; benefit realisation; technology enablers; risk analysis. Valuable communication, translation of benchmarking results to assemble and deliver key milestones within the programme.Working cohesively alongside the business to critical and final stage of hand off to business as usual.

Extensive Stakeholder engagement throughout the University; building relationships within and amongst teams thus promoting change techniques that enhances continuous improvement and the culture of transparency and knowledge sharing. Employing coaching techniques and promotion of change management skills leaving a legacy within the University to foster and sustain.Identifying and augment durability of employed IT systems with analysis undertaken in relation to Student (Customer) feedback; ease of access; complaints; lessons-learnt and detailed analysis of administration processes.Dissemination of all information captured throughout the current business practices and organisational culture within the ‘Student Journey’ from ‘Prospective Management’ to ‘Learning Stage’ with emphasis on customer profiling alongside administration processes within Student Services teams at the University; embodied within the business cases presented by the Change Programme.Execute analysis of business processes throughout the ‘Student Journey’ including research data; internal/external knowledge information; customer profiling; benefit realisation; technology enablers; risk analysis.Strategic analysis techniques utilised; e.g. SWOT, PESTLE, Lean and Vision workshops and one to one’s to challenge, influence, and promote transparency throughout As Is; To Be; and Ideal State design phases of the Change Programme.

Motivation and development of new improvement enterprise within company; Outcomes:Clear defined company vision Enhanced client developmentStrategic growth plan innovation3rd Party accredited environmental and quality awards promoting sustainability

Change Management Initiatives employed.