Donna Lyons Email & Phone Number

Bristol, United Kingdom

Bristol, United Kingdom

Bristol, United Kingdom

Evaluate internal and external process performance to recommend, investigate, develop and gain approval for change to the PLUK business unit process / online proposition and project manage implementation within allocated budget / resource.Responsibilities- Ongoing review and evaluation of internal business processes and external market processing based / online activities, to recommend change to PLUK new and existing customer proposition. - Investigate and identify possible options to satisfy current business needs, with a view to developing systems and processes in line with strategic company objectives. Collate information from all sources; recommend solution and best practice without compromising stability or further growth.- Investigation and identification of “Best Practice” activities internally and externally that can be utilized across the business.- Delivery of processes created / developed inline with Best Practice principles.- Project management of key strategic change from idea generation to implementation using complaint change management processes and within budget / resource. - Maintain in-depth knowledge of current system specification, functionality, and planned enhancements to system capabilities.- Work with relevant areas of IS to include regular reviews and contact with developers, IS business analysts and testers.- Take ownership of front-end bugs raised by testing to define whether a fault or if a change to requirement.- Responsibility for review and sign-off of online / process based IS BRDs, change specifications and test plans on behalf of PLUK– analysing and raising queries to make sure changes deliver required solution and don’t impact on current business process and operating plan taking into account other planned enhancements.

Bristol, United Kingdom

- Responsible for Change Management Process for all Business Units of BOI UK.- Ran monthly steering group committees to prioritise changes- Worked closely with IS Development Teams to establish available time of developers to implement change and also to communicate the prioritisation of changes.- Implemented standardised tools for the change process to enable monitoring and tracking the progress of Change Request within the Systems Development life cycle.- Implemented changes to the change Request Process to make it more transparent to the Business Unit and speed up the implementation of change.- Requirements Gathering working with all areas of PLUK to scope and analyse change request clarifying and documenting initial requirements.- Investigation of possible solutions with relevant IS and Business Services staff and external suppliers in order to make recommendations.- Completed research and development for process change requests in order to improve existing systems, identified benefits in terms of time, cost and quality- Perform Cost & Benefit Analysis for Change Request in order to justify submission to the Change Board and subsequent decision making.- Work with management staff at all levels across the BOIPLUK Group and externally- Prioritise changes and schedule their release.- Trouble shooting- Completed research and development for process change requests in order to improve existing systems, identified benefits in terms of time, cost and quality

Bristol, United Kingdom

- Successful implementation of a project to negate the impact to the business of financial system fault, the project lasted 4 months involved all customer facing business areas and provided savings of £500,000- Working closely with local business units re-engineered business processes across the group- Managed the rollout of the new mortgage application, planned and coordinated testing, training and business processing requirements for 288 users in three stages- Performed onsite coordination role during rollout to each site ensuring any issues were prioritised, tracked and resolved. (IS Application / Data or Business Process / Training)- Researched, coordinated and implemented fault resolution within business critical time scales- Mapped the business process against the vanilla workflow of the Lynx Mortgage Application Management System. Developed a generic workflow for four different business channels- Responsible for the assimilation and timely communication of all aspects of system changes- Created new procedures to an ISO standard to support the new business process- Dealt with a variety of management levels across the BOIPLUK Group and externally

Bristol, United Kingdom

- Pioneered the implementation of new management practices which lead to cost reductions and performance improvements across the department- Ensured the consistent achievement of business targets service standard- Maintained an understanding of the financial services and kept up to date with services offered by lending industry- Managed a team of six Case Managers and their relationships with eight key intermediaries- Operated team within agreed budgets, monitoring and controlling expenditure- Dealt with a range of staffing issues, including recruitment, coaching, performance, and target setting- Managed complaint handling and resolution

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