Working as the sole BA, designed and deployed an end to end workflow solution for the operations division leveraging Microsoft Power Platform. Starting with a blank page I personally:- Gathered initial business requirements- Designed a prototype solution- Worked with the software partner to build a proof of concept, delivered and presented within 2 weeks- Produced detailed requirements rapidly using a range of approaches (specs, use cases, process flows, architecture diagrams)- Produced test approach, test plans, use cases and detailed test scripts- Executed all testing requirements and liaised with software partner to resolve issues/deliver enhancements- Produced end to end system user guide and delivered to the business - Produced detailed implementation plan and managed through to delivery- Zero system related issues raised in warranty period

Founder of Arundel Gin - www.arundel-gin.com

Short term contract to plan and support the delivery of a with-profit fund closure

Supporting the migration from an existing mainframe across to a new cloud based administration platform. Key deliverables included:- Production of the organisation’s Interim Operating Model- Creation and delivery of a detailed Process Registry running across the key horizontal business areas to outline op model impacts - Produced a detailed visual map of the organisation’s people, processes, technology and suppliers for presentation to a senior audience- Production of As Is and To Be process maps to BPMN standards (Level 3 and 4)- Gap analysis and identification of efficiency/optimisation opportunities - Conduit between the business and IT supplier to understand detailed requirements and design and manage conversations between the two

Contract position at BUPA Global, focused on delivering requirements and design activity across a global Regulatory programme:Deliverable 1 - Document Translation Solution (English to Arabic)- Production of detailed Impact Assessment in respect of existing manual document translation processes in region, considerations & constraints of potential routes to automation.- 'As is' & 'To be' processes mapped to BPMN standards (Level 3)- Detailed Requirements (Agile Features & User Stories) elicitation & prioritisation- Full design of detailed User Interface Wireframes to 'bring to life' documented User Stories- Definition of detailed Arabic formatting standards on a 'Must' & 'Should' have basis- Data analysis & readiness in preparation for build (Database mapping of content for translation)- Detailed discussions with IT & Scrum teams to enable full planning of delivery.Deliverable 2 - Customer Documentation Compliance Change- Design & Production of Repository covering over 200 Customer documents & usage analysis- SQL analysis of database to identify & obtain examples of 'as is' content for documents in scope- Documentation & Sign off of agreed processes (via Process mapping) of routes to deliver change- Liaison with Compliance partners to deliver & track necessary compliance changes through to delivery- Production of requirements (Agile User Stories) to enable document changes to be applied- Prioritisation & 'Packaging' of changes in regular liaison with IT Scrum - changes to over 200 documents deliveredDeliverable 3 - Regulatory Report Design & Implementation- Analysis of new in-region legislation- Production of detailed requirements & specification in respect of 3 new regulatory reports- Design of reporting outputs & definition of scheduling & delivery- Liaison with Scrum through development & delivery of documented requirements- Business Readiness activity to ensure recipients of new reporting outputs were ready to receive.

Business Analyst delivering business and IT requirements in respect of enhancements to the company’s Over 50's Protection product proposition.* Requirements Phase delivered 5 weeks ahead of schedule *

Business Analyst bringing a new mortgage lender to market - Full design, specification & implementation of business lending model- Business & IT Requirements delivery for core & peripheral systems (Agile User Stories)- Complete end to end design of core Lending platform (including Process mapping & Wire frames)- Production of detailed and configurable Capacity planning model - Specification of Business and Bureau rules engine - Design and configuration of system and business generated customer documentation - Lead Test Analyst for all system and UAT cycles- Company website wireframe design and Implementation - Recruitment of key staff members including role design & interviewing/onboarding process

Business Analyst focusing on the production and implementation of an RPA (Robotics) Target Operating Model and associated processes at a well established Financial Services company* Delivery completed ahead of schedule (6 weeks) and under budget *• Undertook market research and Stakeholder consultation to produce a detailed proposed Target Operating Model for RPA• Presented to Design Authority and Exec, receiving approval without amendment• Functional and Non-Function requirement elicitation• Produced Request for Proposal (RFP) to be completed by potential suppliers• Co-ordinated and documented supplier presentations• Documented and managed the Supplier Selection criteria and assessment process• Development of ‘To Be’ Operational Processes for Robotics Centre of Excellence and IT Operations• Production of several Centre of Excellence process artefacts (e.g. Opportunity assessment tool, RPA Design Principles, Best Practice Guide, Issue Management Procedures, Test Environment/Data Management Procedure, Ramp Up/Release Schedule Documents)• Produced RPA Governance Committee Terms of Reference & agreed membership

Short term assignment to help plan the management of a business wide Remediation programme, and then initiate and lead the Business Analysis work-stream- analysis of remediation programme requirements - production of project and resource plan to deliver remediation programme requirements - Led the Customer Due Diligence work-stream- analysis of ‘as is’ Customer Due Diligence (CDD) processes- production of new ‘to be’ procedures compliant with company risk policies- production of associated new documentation required to ensure compliant use of new processes (e.g new customer application and transactional forms, process checklists for use by operations department)- produced plan to ensure existing customer population CDD brought in line with new requirements and initiated before hand over to perm resource at end of short term contract.

Finance Transformation Project • Worked directly with CFO to understand the vision for the Finance area over a 5 year period• Produced Target Operating model documentation, subsequently presented to exec• Produced Business Case for introduction of a new Treasury function, covering a wide range of topics including resources, systems, processes & financial considerations.• Produced RFI in respect of new General Ledger system, sourced potential suppliers, facilitated reviews of responses & created detailed report outlining key learningsEquity Release Performance Improvement Project• Produced detailed analysis of business pipeline, identified issues & produced report for CEO & COO recommending steps to be taken to resolve issues.• Worked directly for COO while producing & implementing performance improvement plan covering a range of problem areas.• Produced complex capacity planning model to enable COO to accurately forecast resource requirements over a 5 year period assuming changes to a wide range of external and internal influences occurred.• Mapped ‘as is’ processes and conducted gap analysis to identify where issues were occurring with business processes.• Worked with developers to identify & design system solutions & undertook system testing while undertaking defect analysis & management.Acquisition & Merger Project • Produced the 'Design and Approach' for the Operations workstream • Analysis of 'as is' procedure documentation & production of 'to be' procedural documents and process maps• Documented Agile User Stories • Production & presentation of key decision & recommendation papers to business stakeholders and committees.• Management of test workstream including defect management & prioritisationProcess Excellence project• Produced Business cases for a number of opportunities identified.• Collated and documented business requirements

Day to day management of a department consisting of 15 pensions administrators- Mapped existing business processes and identified lean opportunities- Worked with senior management to implement a new recruitment and interview process- Developed and documented a new performance management framework for the operations divisions - Client management – travel to several key clients to establish and document client specific requirements - Process re-engineering – identified areas for improvement and efficiency- Created and implemented new daily MI reporting procedures and documentation in order to enable the division to resource more effectively- Worked with IT to implement a new MI exceptions reporting tool- Reduced pipeline of cases by 80%- Implemented technical training plan to increase team competency by 20%

Business (and software test) analysis activities including - requirements elicitation and definition, impact analysis, stakeholder liason & management, data analysis & cleansing, test planning and execution, defect triage, prioritisation and management, business process mapping, end user documentationExample of key work undertaken:PAYE & Real Time Information (RTI) Project Project to improve the robustness of the existing annuity payroll systems, ensuring company became compliant with new HMRC legislative RTI reporting requirements. - Author and champion of the Business Case and PID including several presentations to key stakeholders to gain buy in achieve go ahead for project- Requirements elicitation to ensure that all existing system issues and defects, as well as new HMRC legislative requirements, were covered- Organised and ran presentations from 3rd party software providers and completed the ITT (invitation to tender) and supplier selection process.- Ensured a range of complex data scenarios were mapped from host systems to target system in order to produce accurate data for the interfaces, to an agreed migration specification, and in line with new HMRC legislative reporting requirements (RTI).- Produced test strategy, test plans, test conditions, test data, and test scripts.- Executed over 800 test scripts encompassing 6 test cycles via VPN to the externally hosted software- Focus on financial outputs including general ledger entries and BACS payment files- Usability testing undertaken to ensure a smooth end user experience- Assessed the quality of all defects raised to ensure they met corporate standards before liaising with the 3rd party supplier for resolution (using HP Quality Centre)- Created and ran regression test packs when maintenance upgrades were delivered.- Managed the resource requirements for the test cycles and managed the allocation of work to team members.- Produced end user documentation consisting of over 350 pages

Working in partnership with the Head of Customer Services I managed a division of 120 staff specialising in the retirement income market. I additionally designed, launched, and led a team of people to centralise all aspects of change management affecting the operations area.- Responsible for resource forecasting and management for the Operations division (120 staff + 6 team managers) managing conflicts and clashes where necessary. - Delivered both small and large scale change into the Operations division. - Implemented and continually reviewed Key Performance Indicators (KPI’s), to ensure that individuals within the division were delivering against the company's culture, values and objectives.- Undertook all key management activities including performance management, absence management, recruitment, workflow management, personal development, coaching, regulatory & breach management, and the ownership of problems and challenges.- Managed projects throughout the full project lifecycle (feasibility/planning, initiation, production of the Business Case, requirements elicitation, traceability, change control, test management and execution, defect management, training, handover to ‘business as usual’, and benefits realisation) ensuring that they were delivered on time and in budget.- Responsible for forecasting and reviewing the resource needs of the Operations division and any key projects requiring operational input.- Supported the Director of Customer Services with key strategic planning activities, producing detailed documents and reports for consumption by exec.- Accountable for all regulatory submissions on behalf of the business, ensuring that all were planned and executed by the deadlines required.- Responsible for ensuring that project and business as usual risks were raised and proactively mitigated when necessary as well as managing disaster recovery and business continuity planning.

- Line management responsibility for 15 members of staff performing all aspects of Pensions administration, from cradle to grave, for a book of over 50,000 pension scheme customers.- Motivated and developed the team to ensure all Key Performance Indicators were achieved, regulatory and legislative requirements were met, and service standards were maintained.- Responsible for development of all team members from a personal and technical perspective.- Accountable for the monitoring of legislative changes and ensuring the team’s processes and procedures were compliant at all times.- Senior point of contact for resolutions of complaints and disputes.- Production of management information on a daily and monthly basis to communicate team performance to senior management.

- Carried out all aspects of pension administration for a mixture of Occupational Money Purchase schemes, Personal Pensions, and Retirement Annuity Contracts.