Gill Carter Email and Phone Number

Documented report for presentation to Business Executive team to gain approval for proposed next steps. Managed fortnightly meetings and chased responses and actionsProduced detailed audit report of initiatives completed to date in response to Cost of Living crisis and those planned for next year. Held discussions with key stakeholders to ensure Cost of Living is embedded in their workstream and can be monitored. Changed format of fortnightly meeting to include… Show more Documented report for presentation to Business Executive team to gain approval for proposed next steps. Managed fortnightly meetings and chased responses and actionsProduced detailed audit report of initiatives completed to date in response to Cost of Living crisis and those planned for next year. Held discussions with key stakeholders to ensure Cost of Living is embedded in their workstream and can be monitored. Changed format of fortnightly meeting to include overviews from key stakeholders on their workstream to mitigate current siloed environment Proposed and deployed reporting changes to capture Cost of Living progress in high level reporting. Show less

Delivered projects with costs up to £4m pa, managing cross divisional, cross functional and external third party teams of up to 25FTE.Collaborating with Accountable Executives and senior Executives to understand business requirements and translate them into business requirements.Communicated and consulted with Steering Group on a monthly basis for large projects, produced and presented Steering Packs.Delivery across multiple channels, including branches, telephony… Show more Delivered projects with costs up to £4m pa, managing cross divisional, cross functional and external third party teams of up to 25FTE.Collaborating with Accountable Executives and senior Executives to understand business requirements and translate them into business requirements.Communicated and consulted with Steering Group on a monthly basis for large projects, produced and presented Steering Packs.Delivery across multiple channels, including branches, telephony, customer and commercial servicing areas and digital channelsEmployed combination of delivery methods, utilising sprints, backlog, stand ups and retrospectives.Delivered project that streamlined on-boarding journey and cut processing time for new clients from 21 days to 5 days. Built strong relationship with 3rd Party who hosted processing platform.Worked to tight deadlines to and Banks collateral to be compliant and comply with FCA CONC 3 regulations.Led team to deliver changes made to new business and existing lending requests to ensure affordability is highlighted to customers in accordance with FCA regulations.Managed the Notice of Variation work stream mailing 8 million customers in a controlled manner advising of changes to their T&Cs, of which there were over 3000 combinations. Delivered cross divisional complex project that enabled customers to set up and amend direct debits in the current cycle, reducing customer complaints and increasing efficiencyLed diverse teams to address Commercial customer needs in both digital and business client service areas, during the pandemic to deliver enhanced services.Led team that undertook analysis of internal codes, which had in excess of 20k combinations, following multiple incidents resulting in rectifications. Outcome was to recommend changes to future use and the application of system checks and security levels to ensure compliance. Recommendation was reviewed by external Management Consultation firm who agreed with our findings. Show less

Led variety of smaller projects with budgets of up to £50k and a duration of up to 5 months.Produced detailed weekly status reports that were cascaded to senior portfolio managers and sponsors.Delivered training to frontline colleagues for new process when the normal training routes were unavailable.Delivered bi-annual Visa and MasterCard scheme changes to core platforms, downstream systems and business processes and procedures.Managed work stream for portfolio of cards that… Show more Led variety of smaller projects with budgets of up to £50k and a duration of up to 5 months.Produced detailed weekly status reports that were cascaded to senior portfolio managers and sponsors.Delivered training to frontline colleagues for new process when the normal training routes were unavailable.Delivered bi-annual Visa and MasterCard scheme changes to core platforms, downstream systems and business processes and procedures.Managed work stream for portfolio of cards that were migrated to an external bank. Managed Change Control log, liaised with 3rd Party, developed and managed Process Matrix, operational liaison. Facilitated face to face workshop with external bank to ensure their understanding of requirements and processes. Show less

Assisted Programme Managers on internal migration programme.Facilitated monthly Business User Group meetings.Produced detailed monthly status reports.Maintained project plan and Risk Log, facilitated weekly review sessionsProduced regular update article to internal magazine.

Part of initial intake, recruited to set up Customer Services department under Bank One International. Set up and developed processes, procedures and for adhering to service level agreements for maintaining and updating and of customer records.Point of contact for departmental queries.Produced detailed weekly statistical reports on department’s performance and productivity.Trained new entrants to the department and mentor for existing colleagues.Represented Bank… Show more Part of initial intake, recruited to set up Customer Services department under Bank One International. Set up and developed processes, procedures and for adhering to service level agreements for maintaining and updating and of customer records.Point of contact for departmental queries.Produced detailed weekly statistical reports on department’s performance and productivity.Trained new entrants to the department and mentor for existing colleagues.Represented Bank One International at open recruitment days.Designated signatory for outgoing correspondence Show less