Building and running a DesignOps practice

Set-up and running a new DesignOps function for a 30+ members’ design team.• Design optimise and broadcast design team processes• Work closely with Design, Product, Tech, Marketing, and People’s teams to identify and implementsignificant improvements to our cross-functional processes rituals and ways of working• Review assess and adopt design tools according to the appropriate deployment framework• Enable train and educate team members while evaluating their overall sentiment• Maintain and improve onboarding processes• Enhance the visibility and understanding of the design process and evangelise the value of design• Empower the designers with an easy-to-use playbook and templates• Collect and analyse both qualitative and quantitative data to highlight pain points, identify opportunities

Worked with an innovation squad on a financial well-being product. I have seen this through from the concept phase to launching an iOS beta app.• Planning and coordination of Research• Ideation and design sprint workshops• Coaching the team on agile methodologies. • Collecting requirement, scoping, and planning to meet the milestones

Product development & strategy: Conduct qualitative and quantitative research of the market to maintain and improve our product competitiveness, keeping abreast of developments in the business lending industry and evolving and adapting our proposition to ensure its success. Project management of information systems and platforms: Research and evaluate new technologies, products and techniques that could meet future technology needs. Monitor our information technology platforms standards, practices, and procedures to maximise efficiency and ensure data integrity, security, and legal and regulatory compliance. Work with the Head of Operations to establish our future technology requirements and support the implementation of any new systems.Relationship management & origination: Oversee the building and maintenance of relationships with 3rd party introducers nationwide, defining the strategy for current and future partnerships, including the service quality delivered to them and our clients. Ensure clarity of roles, expectations and due diligence when on-boarding third parties, ensuring they receive the appropriate information and where necessary, training in our product and operational processes. Client journey optimisation: Using conversion metrics and soliciting feedback from clients and third-party introducers to ensure the best service and process for our clients. Analyse customers applications made through these channels to assess and refine the client journey. Streamline our processes using the newest available technologies (e.g. APIs, Open Banking) Managing the team:Provide day-to-day expertise, coaching, and leadership to the team including setting KPIs, objectives, planning, recruiting and managing performance.

Processing bank transactions; Account reconciliation; Reviewing and analysing loan applications; Executing loans; Analysing social indicators; Loan statistics analysis; Batch control; Week and month end reports; System maintenance and support; Training new staff; Responding to client enquiries (in-person/phone/email); Promoting the credit union’s products and servicesInternal Control Plan Restructuring Project: Reviewing company’s policies and procedures in accordance with relevant governmental regulations (FCA, PRA, and CREDS) and delivering updated policy and procedures manual, checklist and a revised internal audit plan and structuring a new internal control plan.

Managing and leading branch employees; Monitoring and controlling branch directives; Micro and Macro Management; Analysing and assessing loan and credit facilities; Risk and impact analysis; Outstanding loans, NPL and bad debt management; Analysing KYC and AML investigation; Annual target setting and budgeting with senior management; Design and implementation of appraisal and follow-up systems; Expanding company’s market share, networking, screening and introducing new clients; Running in-house training sessions and staff development; Covering subordinates’ duties; HRM and yearly evaluation

Branch staff management and training; Analysing KYC and AML investigation; Trade Finance transaction validation; Evaluating loan applications; NPL management; Client relationship management; Account management and reconciliation; Counter-signing error reports; Developing staff incentive programmes; Promoting and selling bank services and products; Administering clients’ physical and electronic records; Covering subordinates’ duties

Developing products and services; Staff mentoring and training; Trade Finance counter-singing; Analysing KYC and AML investigation; Account management and reconciliation; Reporting misconduct and validating transactions; Supervising ATM replenishment ; Projects: ISO Implementation/Renewal and Document Flow Workshop

Cash/non-cash transactions; Customer service and cross-selling; Cashing up and closing