Devyani Lamba, Mba Email & Phone Number

Castleford, Gb

Leeds, United Kingdom

-Documented business system configuration requirements, including tracking the build with IT.- Created As-is process and information flow maps to help identify test scenarios.- Created UAT approach and plan including test scripts and daily status reports.- Undertook a detailed review of the existing processes for identifying and handling vulnerable customers.- Led process validations workshops with business SMEs in gathering front-line operational activities and regulatory requirements from Compliance.- Undertook detailed process analysis of customer refunds, and recommended process, system and MI improvements to create efficiencies, including update to existing colleagues training packs and re-defining of SLAs.- Utilised Lean Six Sigma tools to identify process wastes, complete root-cause analysis and review of the existing data.- Provided recommendations for operational efficiencies with benefits (est. £80k) and effort estimations using available data and assisted in development of change initiatives. - Provided Process Analysis and Improvement support to the transformation of the Financial Crime team to re-define the Operating Model.- Undertook process waste and shop-floor observation (Gemba) techniques to highlight process complexities and suggestions for streamlining the process.- Created To-be process flows to help determine improvements made and reduction in hand-overs.- Completed extensive Gap Analysis work for regulated vulnerable customer processes, using external benchmark criteria to highlight opportunities and threats.- Developed the business Customer Journey Mapping Framework, including data review to build customer Personae, creating templates, leading journey mapping workshops and sharing the final output with Business Leads to highlight pain points and delighters.- Created framework has been adopted in other sites across UK and is in use to map customer journeys for making customer focussed change within business areas.

Leeds, United Kingdom

- Documented over 250 critical HCCF processes and procedures detailing various business operational activities, as part of the overarching Enterprise Risk Framework, including ensuring compliance with regulatory requirements. - Led process mapping and requirement gathering sessions covering the business’ regulatory processes in preparation for an FCA review, utilising knowledge of regulated and unregulated processes.- Developed a Process Management Framework to allow Business SMEs to maintain a view of existing processes, write new ones, be informed on review periods and understand the sign off process.- Travelled regularly, working on different sites with departmental Team Managers, Subject Matter Experts and Compliance colleagues on gathering the ‘As Is’ process information.- Deputised for Head of Team as and when needed being the point of contact between the project teams and other analysts, including attending Working and Steering Groups representing the team.- Created a User-guide and templates for the business to enable process leads to business processes in the correct format and as per the Enterprise Risk Framework.

Leeds, United Kingdom

- Designed and delivered an online application journey ‘To-be’ view to initiate an IT project.- Led the requirement gathering sessions for improving the online Distance Learning Applicant Journey as a pre-assessment for a £1.5m project. Undertook Process Enhancement sessions with SMEs across sites and completed research on best practice examples across the region.- Performed process analysis, undertook waste identification, data analysis and delivered improvement recommendations for processes within Library Services, Marketing, QA and Facilities; addressing various business inefficiencies.- Facilitated a Lean Process Improvement workshop at the National Customer Service Excellence Conference in Leeds (2015).- Session Speaker at the national Association of University Administrators (AUA) Conference in Nottingham (2015).

Leeds, United Kingdom

- End-to-end delivery of the Customer Service Excellence (CSE) programme at Leeds Beckett University (2013-15) - a national level accreditation and one of the KPIs of the institutional five year Strategic Plan (2010-15).- Led the production and distribution of a Customer Care Handbook for the University in line with the external CSE accreditation requirement.- Liaised with the Project Teams to agree project aims, scope and timescales, including support to the Project Manager.- Maintained the different project risk registers, lessons logs, issue logs including undertaking risk assessments as part of the projects.- Analysed customer insight survey data on ISB and PTES, and collated reports to present at the Vice Chancellor’s Group, Student Steering Group, SLT and other Committees.

Leeds, United Kingdom

•Prepared reports analysed and accurately presented data using Banner and SAP Business Objects.•Organised successful weekend teaching sessions for DL students by liaising with Course tutors and building security staff, arranged hospitality and accommodation for visiting students.•Followed University Quality Enhancement Procedures, collated data and prepared Agendas for Exam Boards, Mitigation Panel, Course Annual Review, Enhancement & Development meetings.•Attended meetings as Secretary to the Chair and wrote minutes for Student Focus Groups, course enhancement and review meetings and Exam board meetings. •Dealt with student enquiries regularly over the phone and in person.

Chandigarh Area, India

Mba, Hr

Activities and Societies: Student Council member, Coordinator Editorial & Media Relations Team & The People Tree - HR Group

Ma, International Business

Activities and Societies: Leeds Met Writer's Society

B.A, Functional English

Activities and Societies: College Swimming Team Completed a Video Reporting CourseStudied and learnt the various faces of Journalism.

Certification, Graphic Design