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.

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:

• 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:

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.

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