• Manage a team of systems administrators, prioritising and allocating workload and mentoring and developing their careers and skillsets• Lead studio and corporate IT projects, including the design and deployment of new IT systems and services. • Monitor performance of IT systems to determine cost and productivity levels, and make recommendations for improving the IT infrastructure • Help define IT infrastructure strategy, architecture, and processes • Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs • Assess vendors and develop test strategies for new hardware and software • Troubleshoot hardware and software issues related to internal IT

Key responsibilities: • Lead IT projects, including the design and deployment of new IT systems and services• Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure• Help define IT infrastructure strategy, architecture, and processes• Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs• Troubleshoot hardware and software issues related to internal IT• Collaborating with other department leaders to define, prioritize, and develop projects, contributing to overall coordination of project management office (PMO).• Planning project management, including setting deadlines, prioritizing tasks, and assigning team members to various deliverables.• Overseeing the development of projects and ensuring that team members are carrying out their tasks efficiently while upholding the company's standards.• Drafting new and improving existing project management office policies and processes.• Accurately documenting the project's creation, development, and execution as well as documenting the project's scope, budget, and justification.• Interpret data, analyze results using statistical techniques and provide ongoing reports• Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality• Acquire data from primary or secondary data sources and maintain databases/data systems• Identify, analyze, and interpret trends or patterns in complex data sets• Filter and “clean” data by reviewing computer reports, printouts, and performance indicators to locate and correct code problems

• Maintain high quality information regarding compliance with regulatory and legislative requirements.• Manipulating spreadsheets and collating management information in relation to compliance outcomes and supporting the timely preparation of reports that provide assurance to the Board and Risk Committee.• Extracting information for analysis and review to drive insight and change within the wider business• Contribute to the preparation and compiling and storage of data on behalf of the team• Assisting in carrying out oversight processes which ensure our network and clients are acting compliantly.• Managing the workflow and approval process for marketing compliance (financial promotions)• Ensuring the FCA registers and reporting logs are maintained and kept up to date and taking ownership for driving actions through to completion.• Ensuring all company administration tasks are completed in a timely and accurate manner.

• Worked with internal and external stakeholders including Legal, Complaints, Finance, Underwriting, Debt Collection, Third Party Solicitors and Customers• Effectively processed admin activities such as updating customer details, sending redemption statements, closing mortgage accounts, removing charges from the land registry and liaising with Finance to apply overpayments and recalculate monthly payments.• Working to set service levels while handling customer queries and the processing of information to internal teams.• Took over as Team Leader for three weeks and continued to develop and support with non-standard processes afterwards.• Drove process change for two frontline processes to help better the customer journey

• Provided frontline support for customers and colleagues as a telephony agent, keeping high levels of customer service while remaining within our processes.• Shown proactivity by attending two separate colleague forums to reflect and feedback on different areas of the role.• Spent three months with our Account Management team learning a new role and process in a short space of time.• Provided training support to new colleagues in their development centre.