• Principle point of contact for BOI’s Leading Business Customers, with specific responsibility for all Credit Customers.• Review and interpret any shortfalls against the SEPA directive to ensure adherence to the new rules and guidelines. • Interface between SEPA Program Team and Clients and Software vendors.• Create SEPA Customer Guides and other correspondence • Provide classroom training to the newly formed Customer Migration Team and Customer Helpdesk Team (14 people). This involved walking through the end-to-end process and demonstrating system capabilities. Following these training sessions act as a main point of contact, answering queries.• Provide Leadership and Direction for the SEPA Migration Helpdesk that included:o Strategic approach with regard to customer contact and problem resolutiono Create and Maintain the Project Plano Mentoring of staff • Monitor and report Management Data on the progress of the project.• Project was completed on time with 100% migration for all Credit Business Customers.

As part of the Business Design Authority (BDA) team I had the opportunity to work on a range of projects and initiatives which will shape the way our banking services will be delivered to Customers into the future. As part of my work with BDA, I had to flexible and have the ability to adapt to the Customers changing needs and requirements.• Conduct structured questioning sessions with our clients to establish their requirements.• Documenting the current “as is” and “to be” processes using iGrafx through conducting workshops with key stakeholders.• Produce numerous procedure guides for a variety of business area. This involves conducting workshops and on-site visits with end users to establish the best approaches and solutions in accordance with rules.• Analyse outputs from above using BDA methodology (Lean, Six Sigma etc.) • Identify inefficient processes and hand-off points • Support the design of process improvement • Analyse outputs from above using Business Process design methodology (Lean, etc.) • Provide constant support to my team.

I worked as a Business Analyst for the Projects & Developments team of Business on Line. The Projects team is responsible for the role out and testing of all new BOL functionality, as well as any Ad-hoc projects that should arise. While in this role I worked on a variety of Projects, including a comprehensive review of pricing of all Business on Line services which was then presented to audit and the financial regulator. I also worked on a project to release new functionality to BOL, which involved User Acceptance Testing, and managing of the Pilot period for the service.

• Service Delivery for Business on Line and Electronic Fund Transfer (EFT).• Ensuring the Direct Debit service meets the requirements of customers.• Billing for both Winbits and EFT unpaid charges.• Documenting business procedures.• Communicating to customers any changes in business processes or rules.• Dealing with Ad-hoc queries, both from internal and external sources.

Key Responsibilities:• Bank Official, processing payments and queries on the Same Day Money Transfer System• Work as part of a team to ensure a high level of accuracy & ensuring 100% level of customer service• Training of new staff to SDMT position