Giles Baum Email & Phone Number

Leicester, Gb

Derby, England, United Kingdom

Business Analyst

Edinburgh, Scotland, United Kingdom

Responsibilities:• Reports to Scrum Leads & Product Owners for Pension scheme design team 500+ FTE.• Planning and creation of outputs for design cycles, including requirements, use cases, process maps, and procedures.• Contribution to all design cycle activities as part of a dynamic scrum team.• Report progress, blockers, raise concerns, maintain risk register, and support continuous improvement opportunities.Achievements:• Delivered 30+ high-quality customer journey designs and architecture outputs.• Improved customer experience by developing 30+ efficient operational processes.• Ensured successful project delivery by managing risks, issues, blockers and quality.• Supported the planning and creation of design cycle outputs such as requirements, user stories, process maps, and procedure documents.• Actively participated in all design cycle activities and highlighted impediments to achieving sprint goals.• Created continuous improvement opportunities by capturing lessons learned and further actions.

United Kingdom

Responsibilities:• Reports to Solution Director for large deals £100m+ • Collaborate with clients and Solution Architects to develop profitable Business Services solutions.• Provide pre-qualification support and solution design, handing off successful solutions to the transition team.• Provide operational models to the commercial team for proposal pricing.• Utilise customer relationship skills and third-party partnerships for win/win outcomes.Achievements:• Successfully managed solutions input for multiple large, complex BPO bids worth £30-£100m+ TCV.• As the Operational Solution lead, developed innovative solutions, working with clients and Solution Architects, resulting in winning solutions and strategies that met client requirements.• Provided coaching and leadership to employees, promoting teamwork and working with other parts of Atos to provide further education on the value proposition.• Created multiple design documents to support existing Clients and bids for new work.• Created multiple high-quality output for bid/transition activities such as requirements, user stories, process maps, and procedure documents.

Responsibilities:• Reports to Operations Director for internal & external projects £5m+.• Interface with Development teams to represent Operations for the transition of new business into a steady state, ensuring a quality and value-add service.• Implement cost-effective business improvements to maximise return on investment, productivity management, cross-account synergies, and a global team approach.• Coordinate/managed contractual service requirements for accounts and explore/implement the progression of higher levels of global sourcing.• Transition of projects from start-up to go-live into the operations environment, ensuring successful delivery of onshore and offshore operational unit initiatives.Achievements:• Successfully represented Operations for the transition of multiple new business opportunities £5M+ into a steady state, maximising customer and commercial performance.• Identified/Implemented £100k+ process and staffing improvements within the BPO environment.• Coordinated and managed contractual service requirements for accounts £5M+, leading to the progression of higher levels of global sourcing.• Successfully managed Ops related small Change Management within the operation £30k+.• Managed a small team that handled all process related changes £30k+.

Nottingham, England, United Kingdom

Achievements:• Reports to Operations Delivery Manager.• Successfully managed the completion of benchmarking studies for clients, providing valuable insights into their market position.• Implemented operational best practices, resulting in reduced operational costs £30k+.• Led CRM team for customer complaints, ensuring successful resolutions and preventing potential reputational loss for clients.• Implemented LEAN principles and methodologies to improve performance within operations, achieving improved efficiency and productivity.• Led numerous projects to investigate issues and provided recommendations to enable improvements for clients £30k+.

Nottingham, England, United Kingdom

Service Delivery Manager Role - implement the take on and management of a new financial services client processes into an onshore/offshore environment.

Nottingham, England, United Kingdom

Set up of a new Document Management Centre, through to business as usual steady state including delivery of client services against key performance indicators and service level agreements.

Leicester, England, United Kingdom

Responsibility for the delivery of client services against key performance indicators and service level agreements

London, England, United Kingdom

Various Banking related activities including sales target achievement, customer service promotion, problem solving, responsibility for cost control, planning staff workloads, staff management including staff appraisal,interviewing customers for all products