Daniel Mcdowell Email & Phone Number

Cincinnati, Ohio, Us

- Leadership of a Global team encompassing Transformation Delivery, Project Management Office (PMO) & Business Readiness function supporting a frontline Operation of c2,000 FTE- Accountable for multi-million $ Transformation programmes of work (annual budget c$10m - $15m) including IVR / Digital integration, Domestic and International expansion, Outsourcing, Customer Experience driven Programmes, Business Process Re-engineering & Colleague well being initiatives such as Work from Home Advisor - Leading & driving a PMO service covering in excess of 100 projects at any given time – including Cost, Benefit and RAIDS management in addition to usual reporting / intake / resource management activities- Created a Global Business Readiness function from scratch which supports c250 projects per annum to ensure - All projects are fully impact assessed from an Operations perspective- Projects are in a state of Readiness ahead of delivery - The Operation is in a state of Readiness to accept the change (avoiding delivery clashes whilst maximising- delivery synergies across disparate projects)

Cincinnati, Ohio, Us

Cincinnati, Ohio, Us

Summary of Responsibilities / Achievements- Leadership of the Transformation Oversight team including ownership / management of a c £5m optimisation / BAU fund- Accountable for realising c£100m of annual benefit from a cost investment of c£300m - Programme lead accountable for the Transformation of Moment Banking in Barclays, impacting c10k colleagues - Ownership and accountability for the Transformation plan including delivering numerous Test & Learns to inform the Target Operating Model for Moment Banking - Accountable for all BAU Cost Centre’s within Business Transformation (c£15m), provision of all CTA / SI funding requests and SME support / challenge regarding delivery of Business / Benefits cases across Business Transformation. - Accountable for the maintenance and development of the Banks strategic platform for meeting Customer needs

London, Gb

Summary of Responsibilities / Achievements- Leadership of the Enabler Optimisation team including ownership / management of a £2.5m optimisation budget - Accountable for building and continuously improving a range of strategic frameworks, models, tools and the knowledge / capability of frontline colleagues to optimise KPI achievement across Customer Network channels - Delivery of Toolbox, which is a strategic Omni channel tool for use by customers and colleagues across the Retail & Business Bank to ensure customer demands are achieved with a full ‘pathway to purchase’ (c£30m business case)- Creation of a multi-media zone including gamification to support colleague knowledge and capability - Ownership and enhancement of the customer experience in relation to Prompts, and Future Discussions

Summary of Responsibilities / Achievements- Programme Manager for successful migration of Barclays Customer Experience Survey methodology (migrated from a telephony service with GFK to a digital solution with IPSOS – c400k surveys per annum – annual cost saving of c£1.5m)- Leadership of the Customer Network Performance Complaints Team- Responsible for complaints performance across both Telephony and the Branch Network, (c20k colleagues across over 1,600 locations including India) this has included significant leadership and broad senior stakeholder management - Achieved a 60% complaint reduction year on year across both the Telephony and Branch Network channels - Record satisfaction and advocacy scores evidenced across both channels- Key performance driver was effective root cause analysis and appropriate intervention plans e.g. delivery of an offshore complaints education programme, MI solution for the Branch Network, Offline complaints support tool, Red Cube training

Summary of Responsibilities / Achievements- Influenced, via strategic definition, income of £130m - £200m, operational budget of c£100m & c5000 FTE- Development of the Barclays Telephony target operating model and delivery roadmap ensuring alignment to Group and UKRB strategy - Identification of opportunities for improvement / cost savings through process re-engineering, outsourcing and optimising existing and shared capabilities e.g. deep dive on Telephony India operation yielded over £1m in cost savings - Definition & delivery of solutions to meet changing customer and business needs e.g. Barclays Web Chat in India via a 3rd party outsource provider- Provide design authority and quality assurance for programmes and projects to ensure adherence to target operating model ensuring integrity is maintained throughout the project lifecycle

Leading a team of Ops Designers to deliver virtulisation of 9 Contact Centres (7 UK & 2 Offshore) c6K FTE + associated operating models

Identification and outsourcing of various telephony and operational process's

Various Project Management deliverables including delivery of a centralised process for Corporate Account opening and a Customer Relationship Management Tool for Business Customers

Various Analyst roles supporting Banking related projects

Management of retail store with c35FTE

A Levels, Geography, Business Studies

Education record