I'm currently accountable for operations readiness for a significant business transformation programme.I have planning, reporting, budget and implementation accountability for a portfolio of eight business projects including procedures, training, offshoring, data cleansing and management information.I manage the relationship and dependencies across multiple third party suppliers and report to the Director of Customer Service.I have responsibility for change, regulatory compliance and adherence to project methodology.I directly manage our client through project acceptance criteria planning and tracking and chair the senior working group for the programme. My team consists of over 30 Customer Service, Business Change and contract employees.Previously I was the smart:focus Portfolio Manager; smart:focus describes Diligenta’s operational culture.I was accountable for a portfolio of four strategic business projects aligned to the smart:focus methodology; operations performance and queue management, process improvement and management information.I managed multiple site implementations of procedural and cultural change in numerous business areas.I developed Microsoft Office tools to integrate with existing workflow systems to facilitate medium and short term planning across the business.I led the analysis and solution definition phases of the project collating requirements from business users at all levels of the company.I was responsible for benefits assurance to our client to ensure delivery against contractual milestones.At Diligenta I am an active member of the Project Management Leadership team and the sponsor of multiple improvement initiatives linked to corporate objectives.

Requirements Workstream Leader;I was accountable for the requirements and outputs workstreams of a legacy system migration programme.I delivered 60+ documents covering 12,000 legacy system functionality and product requirements.I utilised micro level planning to manage a team of 20+ employees within rigid timescales.I implemented requirements traceability across the full suite of project documentation.I deployed change and dependency management across the programme.Business Transformation Manager;Accountable for the implementation of the Operations Performance Management Programme.I integrated a party planning solution into existing business management processes.I deployed the full programme of behavioural change to the management and end user communities, 350+ employees.I designed the data structures to control the flow of information between systems.I was accountable for benefits targeting against commercial drivers; I delivered annualised business savings equivalent to 42 FTE and created capacity for an additional £1m income generating work each year.I directly managed the third party to a fixed price contract.Complaints Programme Manager;Accountable for a portfolio of complaints projects.I integrated a third party system into existing architecture and deployed systems code to end users.I was responsible for systems programming and testing of configurable data items.I developed and proposed organisation design changes to support proposed utility model.I designed and created the management information solution for complaints root cause and trend analysis.Using established process improvement methodology I harmonised complaints processes across Customer Service.As a senior manager in Business Change I was responsible for the line management of 38 project employees.I was the company Values Champion and Diversity Ambassador.On completion of my role as Requirements Workstream Lead I left Capita for a new challenge in 2012.

My first role with Capita was to create and implement a hybrid set of operating principles across a new business.I managed five design workstreams aligning core frameworks principles to existing processes and creating procedural and training material for roll out.I developed the management information solution to support the business as usual processes.I managed the front and back office implementations.I directly managed our client and led on commercial negotiations aligned to contractual arrangements.

Regulatory Change Project Manager, July 2005 - May 2009;Accountable for the delivery of an annual portfolio of projects relating to mandatory and regulatory change.Project Manager, January 2004 – June 2005;Accountability for the business readiness and management information workstreams of a large product launch programme.Process Improvement Coordinator, January 2002 – December 2003;Identification and implementation of small to medium process improvement projects across customer service.Project Analyst, March 2001 – December 2001;Responsibility for the set up of mailroom and scanning functions to support a workflow system implementation.Customer Service Representative, January 1998 – February 2001;Administration of customer requests for bonds, life and critical illness products.I was TUPE transferred to Capita as part of a BPO agreement.