Diane Walker Email & Phone Number

Romiley, Gb

Cheshire

I partner with strategic stakeholders to build honest and trusting relationships to understand key priorities and challenges. I assess where Process Solutions capabilities could deliver transformative, and impactful value. Managing sometimes difficult conversations and using negotiation skills to reach mutual, beneficial agreements aligned with strategic goals and strengthening partnerships. I have accountability and oversight for Enabling & Operations project portfolio, ensuring high… Show more I partner with strategic stakeholders to build honest and trusting relationships to understand key priorities and challenges. I assess where Process Solutions capabilities could deliver transformative, and impactful value. Managing sometimes difficult conversations and using negotiation skills to reach mutual, beneficial agreements aligned with strategic goals and strengthening partnerships. I have accountability and oversight for Enabling & Operations project portfolio, ensuring high quality delivery of scalable, innovative, and optimised solutions to the customer. Determining scope and value of projects, assessing ROI, to inform key priorities and ensure value generation. I lead high performing teams delivering Lean/Process Reengineering and Automation solutions across global locations, fostering a collaborative and productive environment and a growth mindset to develop talent and progression within the team. Show less

Manchester, United Kingdom

Led process and technology improvement projects from concept to reality in order to re-engineer processes, expand services to increase customer satisfaction and user experience. I had ownership of the ServiceNow roadmap for Global Finance which entails collaborating with and managing key stakeholders, documenting business cases, prioritising project demand, cost/benefit analysis all with the aim of reinventing the customer experience and delivering business efficiencies. I led… Show more Led process and technology improvement projects from concept to reality in order to re-engineer processes, expand services to increase customer satisfaction and user experience. I had ownership of the ServiceNow roadmap for Global Finance which entails collaborating with and managing key stakeholders, documenting business cases, prioritising project demand, cost/benefit analysis all with the aim of reinventing the customer experience and delivering business efficiencies. I led the global migration for Finance to the ServiceNow tool which supports the daily management of Finance queries (8,000 queries per month) spanning 40 teams, 6 countries and 350+ people in order to standardise the customer experience and drive business improvements. I have implemented "Live Chat" contact channel for the Finance function to 21 countries to date, resulting in a reduction in phone call costs.Alongside the above, I have also identified and delivered a number of other project opportunities to onboard new services and align processes globally such as Knowledge Management, governance models, customer journey mapping and a joint Finance and Procurement Helpdesk. I frequently collaborated with other project teams to ensure impacts are clearly understood and process designs will work, effective change management was considered such as Robotics projects and the launch of Travel and Expenses Concur system.I was selected to represent Global Finance as an Operational Innovation Lead, leading workshops & using innovative techniques to generate new ideas & resolutions through new and novel thinking Show less

Manchester, United Kingdom

Leading a small team, I held end to end accountability for management of the European Helpdesk service, driving delivery of SLA’s in line with the contract, alongside stakeholder and customer engagement. I implemented governance improvements, metric changes and service improvement plans to enhance the customer experience. Through these improvements I increased customer satisfaction levels from 54% to 96% in 10 months. I collaborated extensively with multiple projects and program teams… Show more Leading a small team, I held end to end accountability for management of the European Helpdesk service, driving delivery of SLA’s in line with the contract, alongside stakeholder and customer engagement. I implemented governance improvements, metric changes and service improvement plans to enhance the customer experience. Through these improvements I increased customer satisfaction levels from 54% to 96% in 10 months. I collaborated extensively with multiple projects and program teams including Lean Six Sigma initiatives, Concur, Ariba and SAP to ensure readiness of the Finance helpdesk function for a smooth Go Live. I continued to look after ServiceNow for Finance, developing longer term plans for its development to deliver new capabilities in the function, collaborating with IT to implement new requirements. Show less

I was responsible for effectively managing the service of our European Finance Helpdesk which was carried out by third party BPO provider. I made sure that the provider delivered service in line with the contractual SLA agreements as well as proactively assessing risks, handling issues and change management. My role also included a number of Lean Six Sigma projects in order to improve the service and the customer experience as well as being a process expert for the Helpdesk function and… Show more I was responsible for effectively managing the service of our European Finance Helpdesk which was carried out by third party BPO provider. I made sure that the provider delivered service in line with the contractual SLA agreements as well as proactively assessing risks, handling issues and change management. My role also included a number of Lean Six Sigma projects in order to improve the service and the customer experience as well as being a process expert for the Helpdesk function and providing support for complex query resolution. I was as key stakeholder for the numerous project implementations impacting Helpdesk and collaborated widely across different projects and functions to make sure projects were implemented well into the existing support model.I also looked after ServiceNow for Finance and managed all new requirements and enhancements along with being Product Owner for Finance, liaising closely with IT to drive technology improvements for the Transactional Finance Function. Show less

I was appointed as the ServiceNow Global Finance Services Product Owner and Project Lead to design & implement ServiceNow in the Finance function to 30 teams, 5 locations within in a 4 month window. This was completed successfully and on target.I had to build strong relationships very quickly with my AZ IT colleagues and the ServiceNow project team which led to improved collaboration across business functions and multiple improvements from knowledge sharing. I was responsible… Show more I was appointed as the ServiceNow Global Finance Services Product Owner and Project Lead to design & implement ServiceNow in the Finance function to 30 teams, 5 locations within in a 4 month window. This was completed successfully and on target.I had to build strong relationships very quickly with my AZ IT colleagues and the ServiceNow project team which led to improved collaboration across business functions and multiple improvements from knowledge sharing. I was responsible for owning and managing risks, issues, stakeholder and change management within Finance leading to positive feedback about levels of engagement and a successful Go Live with minimal business disruption during implementation.The relationships built during this secondment have strengthened and continue to result in many Enterprise wide enhancements and benefits being delivered to our organisation. Show less

I was responsible for 9 direct reports and managed both the process and relationships across 11 European Marketing Companies and two process areas, T&E and P2P in European Finance Shared Service Centre.I always continued to challenge existing processes and successfully implemented numerous efficiency improvements which resulted in 2 headcount savings.

Ownership of SOX reconciliations, governance & metrics review whilst driving team members performance in the delivery of day to day controls and activities.

Responsible for auditing travel and expense reports according to company policy, KPI metric analysis and leading knowledge sessions for Helpdesk team. Providing excellent customer support to our UK Commercial colleagues to enable them to get fast, quick resolutions to queries and issues.

Temporary role after returning from overseas within HR Shared Services recruitment, coordinating large recruitment workshops, interviewing candidates and finalising contracts

Canary Islands, Mainland Spain & Cuba

A progressive and rewarding career with a major leisure company in both UK and overseas roles advancing to Resort Office Manager position with team responsibilities.

Bachelor Of Science (Bsc), Accounting, First Class

First Class Honours degree covering accounting practices and regulations, Management and Financial Accounting, Taxation and Auditing, all.

Prince2 Practioner Qualified