Daniel Williams Email & Phone Number

Leeds, England, United Kingdom

Manchester, United Kingdom

Halifax Community Bank, North Region

- Delivered, project managed and embedded major business and technology change across Local Director Group from scoping to implementation, enabling a better customer experience, reduction in servicing times, increased productivity, realising overall FTE and cost benefits. - Project managed and led colleagues and customers through a branch closure.

Leeds, United Kingdom

• Senior Project Manager delivering programme to improve overall complaint handling for over 5000 colleagues:
• Project managed the design and development of a Complaints Transformation Programme that delivered a number of key initiatives to over 5000 colleagues to improve the quality of Complaint Handling.
• Managed and led multiple work streams from project scoping and business analysis through to testing, training, communication and MI reporting, resolving issues and identifying appropriate solutions.
• Managed the delivery of a complete Complaints MI suite and Governance framework including Terms of Reference, RACI, Standard Agenda / MI templates and Training and Communications plan.

Leeds, United Kingdom

• Project managed the design and implementation of a Customer Service strategy for over 5000 colleagues:
• Managed the delivery of harmonization initiatives to support IT Systems Transformation Programme including project scoping, milestone planning, risks and issues resolution, tracking, governance and embedding.
• Project managed the implementation of Service Change Control framework to ensure successful monitoring and control of business changes being delivered.
• Incorporating robust project and change management methodology, identified process improvement initiatives when migrating onto new IT platform, delivering over £2 million cost saving.

Halifax, United Kingdom

• Leading multiple sites, eliminating waste through application of lean and six sigma methodologies:
• Delivered 145k saving in 1st quarter through robust project and operational management, introduction of lean business processes and efficient resource planning.
• Achieved 5 index point improvement in Customer Experience scores within 3 months through enhancing colleague capability, lean process re-engineering and more efficient resource planning.
• Successful project managed the delivery of major transformational change across multiple sites, whilst maintaining delivery of Operational results and improving Retention performance.

Halifax, United Kingdom

• Designed Strategy and providing project management support to Senior Managers and their teams:
• Senior Work stream Lead, successfully project managed Organisational Design, Resourcing, Telephony and Balanced Scorecard redesign and implementation, delivering annual savings in excess of £5m.
• Managed the design and production of Current State & ‘To Be’ Processes to deliver Claims Target Operating Model and Business Case to achieve over £5m leakage savings per annum.
• Project managed the delivery of a Knowledge Management document repository on time and under budget.

Leeds, United Kingdom

• Accountable for overarching strategy and delivery of business and commercial results:
• Delivered Service and Retention targets and improving productivity year on year.
• Delivered key business initiatives including Organisational redesign realising 200k annual saving, Recruitment strategy reducing drop-out rates by 25% and overall reduction in failure demand by 16%.
• Management of key relationships with Intermediaries / Partners to achieve overall business plan objectives.

Bolton, United Kingdom

• Responsible for Account Management and management of over 300 colleagues covering three UK sites:
• Project managed the integration of several business functions across 3 sites, resulting in process improvements, reduced costs and enhanced customer experience, leading to annual saving of over £1.2 m.
• Successfully managed complex projects and process improvement initiatives, exceeding client expectations.
• Project managed a recovery programme for a 280 seat front and back office operation, initiating successful performance management techniques and BPR functions, reducing cost to serve by over 40%.

Master Of Business Administration - Mba, Business Administration And Management, General

Studied and passed MBA in Business

A Levels, Mathematics And Geography

Gcse'S, Grades A To C