Arif T. Email & Phone Number

Hybrid/Halifax

I am part of the Data Governance team that supports the business in making the best use of its data assets and promoting a ‘data first’ culture. I provide expertise and support to the business to ensure there is a consistent standard of Data Governance best practice across Covéa and enhance the completeness, accessibility, availability and quality of data by implementing policies and ownership initiatives.

Manchester, United Kingdom

The Data Strategy team define what data Centrica need and how Centrica use it responsibly; scan the horizon for better data tools and infrastructure ideas; lead on data architecture; lead the data definitions across the business; manage decision rights/access to data; lead the data privacy strategy for Centrica; propose our data policies and drive Data governance across CentricaConduct research, analyse, and confirm end-user authentication requirements for the purpose of creating… Show more The Data Strategy team define what data Centrica need and how Centrica use it responsibly; scan the horizon for better data tools and infrastructure ideas; lead on data architecture; lead the data definitions across the business; manage decision rights/access to data; lead the data privacy strategy for Centrica; propose our data policies and drive Data governance across CentricaConduct research, analyse, and confirm end-user authentication requirements for the purpose of creating, provisioning, maintaining, revoking and auditing network and application authentication credentials and security profilesCoordinate with appropriate personnel to document and maintain access control procedures for all information systems assignedAdhere to and promote Company and IT security policies and proceduresConsider potential exceptions and issue appropriate credentials by accessing multiple platforms and web-based toolsReview work processes to identify, design and recommend improvements for efficiency and enhanced securityPrepare accurate, comprehensive and timely status reportingDrive compliance with policies, procedures and standards. Accurately and thoroughly document appropriate details in tickets and tracking systemsApply an understanding of technical problems and solutions in relation to the current as well as future business environment to independently research and resolve access-related issuesProvide second level Help Desk support for applications as assignedDesign, deploy and implement internal Privileged Identity Management and Identity & Access Management ToolsDevelop and maintain operational framework for Privileged Account ManagementDevelop fit for purpose business change management plans to enable the effective deployment of data access and control policies and standards Show less

Manchester, United Kingdom

Carry out the design and redesign of processes as well as maintaining accurate documentation of these processes.Produce detailed impact assessment and gap analysis of processes against proposed/agreed change initiativesEnsure designs meet desired customer and business outcomesMap new or existing process in Visio and ARIS and identify any potential gaps/risksAlign all levels of process and procedure articulation to designs, down to “level X” (guides, work instructions… Show more Carry out the design and redesign of processes as well as maintaining accurate documentation of these processes.Produce detailed impact assessment and gap analysis of processes against proposed/agreed change initiativesEnsure designs meet desired customer and business outcomesMap new or existing process in Visio and ARIS and identify any potential gaps/risksAlign all levels of process and procedure articulation to designs, down to “level X” (guides, work instructions, etc.)Maintain accuracy of associated documentation and submit for publishingHost design workshops with relevant operational and other stakeholdersConsider all aspects of process design including value chains, data capture, operational controls, workflow, exception generation, MI requirements, work arounds, etc.Consider all processes in/for all channels, devices, medium, locations, teams within remit of Customer Operations, liaising closely with colleagues to align approaches and process and avoid duplication wherever possibleMotivate colleagues to give feedback and ideas for continuous improvementProduce clear, concise documents and analysis using PowerPoint and Excel and other toolsFocus on results and desired outcomes and how best to achieve themExpose new possibilities in a positive way by challenging assumptions and encouraging positive debate Show less

Manchester, United Kingdom

To drive insight (through measurement and analysis) and delivery of changes to the E2E Customer Journeys to achieve significant improvements to both agent and customer experience and improved operational performance. Monitors customer journey performance through a balanced score-card and KPI's. Works extensively with a broad set of stakeholders to ensure customer Journeys are developed in the right way to support all areas of the broader BG business and also support Digital, Smart and offline… Show more To drive insight (through measurement and analysis) and delivery of changes to the E2E Customer Journeys to achieve significant improvements to both agent and customer experience and improved operational performance. Monitors customer journey performance through a balanced score-card and KPI's. Works extensively with a broad set of stakeholders to ensure customer Journeys are developed in the right way to support all areas of the broader BG business and also support Digital, Smart and offline channelsDelivered over £2m worth of benefits every year by preventing/reducing sales leakageIdentify areas for improvement; work with stakeholders to agree owners, actions and plansSupport and manage a portfolio of improvement initiatives in various stages along the project life-cycle; track and report benefits of delivered projectsHost sessions with key stakeholders, across services and energy, for information exchange and review/challenge of performance and issues. Stakeholders include Commercial, Digital, Customer Ops, SMART, and Legal and RegsIdentify issues/problems with BAU process performance; drive solutions and escalate where appropriateUtilises appropriate process methodologies to ensure process are designed to be fit for purpose with minimal failure pointsAttend workshops/design sessions and review HLR/design documents from other large change programmes to understand and plan for impact for Customer Journey managementActively participate in BAU forums that drive change or set business direction for the journey overall or any of its components (e.g. proposition working group, contact reduction working group, etc.)Worked with MI to continuously improve journey and process dashboardsWorked with IS to drive resolution on faults impacting process performanceManaged key business risks through the operational controls framework and work closely with stakeholders across the business to close process gaps ensuring the business and customer needs are always met Show less

Manchester, United Kingdom

Owned and managed delayed acquisition accounts and sales ordersProvided analysis and resolutions to Senior and manager across British GasAssisted, improved and provided feedback to the Complaints and Escalations teams across British GasRaised, managed and resolved service calls with JAM, National Help Desk, Steria (external customer) and BPESupported and assisted with the Late Billed project

Manchester, United Kingdom

Process review and improvementsProcess mappingTraining new and existing colleaguesWriting/Amending working instructionsProcess ImprovementsProcess Re-EngineeringOutsourced multiple processes to BG Offshore partnersDatabase creation to track correspondenceLiaising with builders and councils throughout UKSystems and Process AnalysisSiebel expert

Manchester, United Kingdom

Investigate and locate missing paymentsInvestigate and correct metering discrepanciesTrain new startersProcess review and improvementsRoot cause analysis

Mnchester

Performed many tasks including: • Handling enquiries and complaints• Arrange remedial jobs • Plan kitchen fitting with customer• Planning and delivery of materials• Handling enquiries • Answering incoming calls and messages received via Freephone message service • Offering customers products and services • Performing administrative functions • Updating client accounts • Processing customer correspondence

Manchester, United Kingdom

Many tasks performed but mainly: • Handling enquiries • Answering incoming calls • Performing administrative functions • Updating client accounts • Processing customer correspondence