Colin Clapson Email & Phone Number

Reading, England, United Kingdom

London, United Kingdom

Group Digital Operational Control Manager January 2016 – PresentAccountable for Group Digital Operations’ adherence to the Group-wide Risk framework.Providing operational guidance and SME support in relation to information security, operational resilience and business continuity.

London, United Kingdom

Responsible for the service maintenance and development of the Lloyds Banking Group Digital Banking channel, including Mobile banking to its circa 11.5 million active user base.Key responsibilities of the role include:• The provision of 24/7 support in the management of all issues affecting Digital Banking performance and service• Categorisation and prioritisation of remedial actions to recover and maintain service delivery• Acting as a Subject Matter Expert to both internal and external partners and customers relating to Digital Banking processes and procedures• The management of relationships between technical support and customer facing teams regarding the identification, investigation and resolution of Digital Banking related issues• The formulation and subsequent management of service agreements with internal and external partners to ensure maintenance and improvement of the Digital Banking service• The transition management of project delivered initiatives to the Operational ‘Business as Usual’ environment• The risk appreciation and approval of future business change requirements to be delivered to the Digital Banking platform• Production of management information to Executive Board members• Identification and development of process and service improvement opportunities

Provided implementation support to the delivery of one of Europe’s largest Digital Banking integration programmes, involving the creation of a new strategic internet banking platform to support multiple brands and the data migration of over 10 million customers from 3 legacy internet banking platforms.

Support provided to the delivery of one of Europe’s largest Digital Banking integration programmes, involving the creation of a new strategic internet banking platform to support multiple brands and the data migration of over 10 million customers from 3 legacy internet banking platforms.

Operational management of approximately 60 client facing staff, responsibilities including:-- Performance management- External and internal operational & service level management- Budgetary control- Process and staff development- Introduction of cross-functional training programme• Continuous process improvement identification • Introduction of company bonus and incentive schem• Management of relationships with large Blue Chip organisation• Review and re-launch of company performance management structure• Implementation of new company-wide telephony strategy• Responsible for company’s Facilities Management requirements

Responsible for Business engagement, understanding, readiness and post implementation support of cross-company change initiatives.