Craig Thomson Email & Phone Number

Edinburgh, Scotland, United Kingdom

Glasgow

Working in an Agile manner delivering change to the Group Reconciliations Business. My current role is Scrum Master within the Recs Feature Team but also managing the IT PM and Business PM roles as we make our transition from Waterfall to Scrum.

Glasgow, United Kingdom

Career Line Manager and Task manager on major change initiatives managing and delivering quality change.

Glasgow, United Kingdom

As part of the Global Payments Change team I am responsible for the delivery of a range of Bronze to Silver projects.Programme/Project Set Up and ClosureGovernance and ReportingProject DeliveryPlanning and FinanceResource ManagementStakeholder ManagementPeople and Self DevelopmentRisk

Glasgow, United Kingdom

Lead and deliver a range of projects across divisions within LBG including Commercial, Retail and Consumer Finance. Ensuring the safe delivery of changes to Global Payments following governance and project methodology. Manage BA resource and project financials, planning and reporting.

Glasgow, United Kingdom

Retail & Commercial Change, conduct BA activities and provide support across a number of Divisions. also responsible for leading small changes in Commercial and Retail taking on Lead BA activities, currently delivered 3 projects as sole Global Payments change resource as well as BA activities supporting PM in other projects. Currently studying for te ISEB BA Diploma and 1 module passed in 2014.

Glasgow, United Kingdom

As part of the Architecture and Design team within Wholesale Banking and Markets I am responsible for the colleague and customer impacts of change.

Business Transformation, Architecture and Design Team, Wholesale; Colleague and Customer Impact Management (CCIM) ForumImpact TrackerImprovement and external engagementCDP Project and ATP analysisAchievementsCCIM engagement of external partiesResponsible for external project analysis on customer and colleague impactsAnalysis of the new project lifecycle and ATP points

Work on various Projects across the group and provide support to Project manager as well as manage small projects within

Dependencies and RisksPM SupportGovernanceData AnalysisAchievementsDelivered two successful Arkle moves within timescalesManaged ‘Recoveries Build' Project working with testing, IT and FICOHeld requirements sessionsHeld post project PIR and analysisPortfolio; Providing high level range of reports for the C&I programmeProvide executive packs for meetingsMaintain action logMaintain risks and IssuesTrain other members of team in reporting Journey to Excellence leadAchievementsControl award winnerImproved reporting and packs Successfully worked with Senior Managers to include the business repsRegularly received excellent feedback Achieved good performer in first 6 months of role

Worked on the integration programme supporting all project managers and also producing pack for senior managers and directors.

Monitored and fed back on agents calls providing mentoring and feedback to improve the customer experience.

Assess Inbound fraud calls and provide feedback to managersEnsure monthly targets are met and deliveredReport results to Fraud StrategyManage database updates and changesMaintain and manage all Excel reports within the teamAchievements Successful project work on databaseHigh standard of quality with no negative feedbackProduced highest output in teamReceived Exceeded Expectation rating

Manage, motivate and train a team of over 15 staffEnsure training materials and expectations are metAdhere to all compliance and procedural requirements and train staff to take over the response skill of Fraud Operations.AchievementsSuccessfully provided coaching to existing members of staffProvided support to CCTM Team Leaders.Point of Contact for Southend trainers

Work in EmailScams to reduce the loss to the bank.Take inbound telephony calls and service customer expectations Work the RSA fraud tool to minimise fraudDeputise for Team Leader Q Watch and compile reports for Management.AchievementsHelped to improve team's fraud target by actively assisting customers in EmailScamsLevel of telephony service consistent for last 3 quarters at above 20% of targetSuccessfully managed team for month of May providing support.Reduced abandon rate from 29% to under 10%

To achieve high sales targetsTo offer products and services meeting customer needTo achieve sales targets and supporting the Team LeaderAchievementsHighest Home Insurance Sales for month of June Deputise for Team Leader in absence for two weeksMotivate and coach members of the team marking calls

To support customer using Internet BankingAchievementsHigh recognition awards Promotion to email support team after 6 months

Kanban

Psm1, Scrum Mastery, Professional Scrum Master 1

People who have passed PSM I, achieving certification, demonstrate a fundamental level of Scrum mastery. PSM I certificate holders prove.

Professional Scrum Master 2, Business Agility

PSM2

Scrum Master, Agile Change

Certification in Scrum Mastery

Bsc Business Analysis Practice, Business Analysis

Activities and Societies: Business Analysis Practice ModuleBA Practice Module which forms part of the ISEB BA Diploma

Hnc, Graphic Design

Activities and Societies: Football Team and Music ClubGraphic Design

Scrum Mastery, Agile Change

certification in Scrum Mastery

Education record

Activities and Societies: School Football Team and Music Club8 Standard grades and 3 Highers

Education record

Activities and Societies: Football TeamStandard Grade and Highers