Dave Binks Email & Phone Number

Halifax, England, United Kingdom

Halifax, England, United Kingdom

• Ownership of quarterly survey issued to 55k colleagues. Development of associated colleague communications materials; analysis & reporting of key outputs; development of proposals to drive continuous improvement in.
• Addressed falling survey response rates by reviewing comms approach & introducing incentivisation, leading to over 3x response rate from Q3 to Q4 2021
• Development of deeper insight into survey outputs, utilising Data Science team to produce detailed dashboard analysis highlighting key areas of focus at Divisional level
• Monthly reporting of key OKR metrics to PVS Sponsor Committee; development of Exec packs, including analysis & commentary
• Ownership of Bitesize refresh, to review & repackage existing Bitesize videos into a more intuitive & user-friendly format

Halifax, England, United Kingdom

• Programme workstream lead for Mortgages Connect, Intermediaries, Document Workflow, Business Intelligence & Product Transfers Feature Team
• Delivery lead for Sales IVR & BM Transfer of Mortgage Property journeys
• Workshop planning & facilitation, driving customer & colleague journeys & mitigation of impacts. Development & presentation of outputs & recommendations for Exec ratification
• Management of 5 workstreams’ impact assessment activity
• Ownership of Fastpath governance deliverables & RAID management
• Workstream plan development & progress tracking

Halifax, England, United Kingdom

• Developed close working relationship with Product Owners and Scrum Teams to build detailed understanding of changes, track build progress and advise on launch readiness
• Developed detailed understand of change impact for colleagues and customers to drive colleague Training and Communication needs
• Ownership of Business Implementation readiness across multiple Agile feature teams and Channels, delivering simultaneous changes into live, supporting with landing and embedding, post live monitoring and issue resolution
• Use of insights / learnings from previous training feedback to shape future landing and embedding approaches and to minimise impact on customer service
• Completion of all necessary customer and colleague governance deliverables
• Facilitation and tracking of channel First Occurrence Validation activities as part of Feature Team test plan

Halifax, England, United Kingdom

• £28m Sales & Servicing Platform Migration from Legacy to Defender Systems
• Organisational Design Workstream Lead – supported the planning, set up and execution of Incubations and workshops for Downstream and Transition approaches
• Development of Org Design TOR and plan, directly facing into channels and supporting Org Design Team colleagues with their engagement approaches
• Development and execution of IA activity following incubations. Facing directly into SLO to support with resolution of queries and issues to drive out a detailed and robust IA
• SLO project point of contact reviewing plans and RAID, supporting with resolution
• Point of escalation into the Project, facing directly into Frontbook Delivery Lead

Halifax, England, United Kingdom

• End to end management of delivery from project initiation to closedown
• Incubation readiness, identification and engagement of stakeholders, collation of all necessary incubation artefacts and supporting documentation
• Management and tracking of workstream impact assessment and cost estimation
• Monthly cost tracking and project financial reconciliation
• Project plan development, baseline and tracking
• Establishment and ongoing management of RAID governance processes

Halifax, England, United Kingdom

• £5m Launch of Free Conveyancing and Free Valuations Remortgage Products for BM brand
• End to end management of delivery from project initiation to closedown across 3 phases of deliverables, concluding with realisation of project benefit forecasts resulting in £100m per week of new business across the BM.
• Management and tracking of workstream impact assessment and cost estimation
• Monthly cost tracking and project financial reconciliation
• Project plan development, baseline and tracking
• Establishment and ongoing management of RAID governance processes

Halifax, England, United Kingdom

• £1m Enhancement of Mortgage Sales Platform to support improved customer experience
• Project initiation, including stakeholder identification and set up of project governance framework
• Responsible for project planning, reporting and tracking of workstream financial returns
• Set up and management of project RAID processes
• Accountable for project governance deliverables, including weekly status reporting, fortnightly steering committee updates, change control and compliance management
• Accountable for implementation readiness tracking and post live support, including rollout of colleague training and communications, post-live validation processes and defect resolution communications.

Halifax, England, United Kingdom

• £1.1m Upgrade to existing product sales and performance data reporting to FCA
• Project initiation, including stakeholder identification and set up of project governance framework
• Responsible for project planning, reporting and tracking of workstream financial returns
• Set up and management of project RAID processes
• Facilitated requirements definition process and engagement with regulator around requirements clarification
• Responsible for project governance deliverables, including weekly status reporting, fortnightly steering committee updates, customer and colleague impacts, change control and compliance management

Halifax, England, United Kingdom

• £20m Rollout of government legislation changes to mortgage sales and service procedures
• Led a team of 4 analysts responsible for production of daily post-live MI packs, required for Executive Steering Committee consumption
• Post live defect resolution liaison between Operations and Business Analyst team
• Programme Business Readiness lead:o Accountable for definition and execution of programme business readiness approach, terms of reference and plano Led the definition, tracking and completion of business readiness.
• Developed and managed sign off of packs for critical customer and channel approval committees
• Mapped Live Service incident capture & resolution processes to provide service improvement recommendations, significantly reducing incident volumes and staff turnover.

Halifax, United Kingdom

• 1.9 million Customer Records & Accounts Migrated To Target Systems
• Developed Data Cleanse customer communications approach, communications material and sign off process
• Weekly updates to senior stakeholder forums on progress and issue escalation
• Developed and managed Customer Experience Walkthrough sign off, including walkthrough logistics
• Customer Treatments traceability lead:o Engaged with & tracked responses from multiple workstreams on treatment development, impact assessment & sign off
• Coordinated internal & external customer research analysis using 3rd party research agency; volunteer recruitment, research material development and debrief

Halifax, United Kingdom

Senior Project Analyst, Lloyds Loyalty Programme, Initiation & Design; Sep 2011 – May 2012:£15m Customer Recognition and Reward Programme Senior Project Analyst, HBOS/LTSB Integration, Customer Database Migration; Feb 2010 – Sept 2011:£20m Programme Improving Data Quality of 29 million Customer Records

Halifax, United Kingdom

Project Analyst, Charter Programme; Jan 2009 – Feb 2010:£4m Nationwide Implementation of Customer Complaints Management SystemProject Analyst, Consumer Credit Act 2006 Programme; Oct 2007 – Jan 2009:Pan-Retail Roll Out of Government Legislation Changes Seconded Project Analyst Role, LEAN Intervention; Jun 2007 – Oct 2007:Service Improvement by Mapping and.

Leeds, United Kingdom

Telephony Agent, HBOS Savings Servicing. Account servicing and sales lead conversions. Second line referrals. Colleague training and floorwalking