Harpreet Kumar Email & Phone Number

Milton Keynes, London, Home Based

My previous experience as a change manager supported me in getting promoted to this role and my foundation in project management allowed me to hit the ground running. This role is where I truly learnt and worked in agile ways. I also worked on changes that put customer experience and needs at the heart of decision making.Financial Support is responsible for supporting customers with their financial objectives. In the last four years this area has had to adapt to many external factors… Show more My previous experience as a change manager supported me in getting promoted to this role and my foundation in project management allowed me to hit the ground running. This role is where I truly learnt and worked in agile ways. I also worked on changes that put customer experience and needs at the heart of decision making.Financial Support is responsible for supporting customers with their financial objectives. In the last four years this area has had to adapt to many external factors such as COVID, cost of living and base rate increases. My role involved: • Putting live, managing, and improving a live customer and agent facing service (Product Owner for an income and expenditure tool hosted by a third party)• Agile ways of working (JIRA/Confluence/Agile ceremonies and working in sprints)• Collaborating with a variety of stakeholders (including management of third parties and operation rolls outs)• Customer journey mappings (Pain points/discovery opportunities/solutions)• Implementing compliance/audit findings and ensuring compliance to regulations such as Consumer Duty• Exposure across different channels (Mobile, Santander public site, 3rd Party Websites, Customer Communications such as letters and emails)• Working with different technology teams (Power app, Robotics, APIs, batch teams, public webforms) • Producing and monitoring metrics monthly to identify gaps or improvement areas (e.g., customer testing feedback, customer ratings and comments and key metrics such as completion rates) Show less

Milton Keynes & London

After working in the retail branch network and gaining exposure and experience in four different head office placements, I went on to specialise in change management. My team in Change and Transformation was responsible for the end-to-end delivery of projects. My role as a change manager involved:• Leading and supporting implementations across multiple projects (e.g., card migrations, credit card limit changes and statement frequency and content changes) • Creating and driving… Show more After working in the retail branch network and gaining exposure and experience in four different head office placements, I went on to specialise in change management. My team in Change and Transformation was responsible for the end-to-end delivery of projects. My role as a change manager involved:• Leading and supporting implementations across multiple projects (e.g., card migrations, credit card limit changes and statement frequency and content changes) • Creating and driving the management of the critical path alongside operational readiness plans • Collaborating with a variety of stakeholders (such as tech teams and product teams)• Managing the phases of multiple testing through to implementation of the change• Monitoring any post implementation issues and coordinating with stakeholders to resolve• Raising and tracking any RAIDs (Risks, Assumptions, Issues & Dependencies) in project forums • Producing material and reviewing inputs for governance forums Show less

London, United Kingdom

The graduate scheme was a two year programme which involved four placements in different business areas within technology and operations. My placements were in:• Service Delivery - Payments• Corporate Technology & Operations - Change Management • Corporate and Wholesale Technology & Operations - Banking Reform Programme• Retail Technology & Operations - Mortgage DeliveryMore details of placements available on CV

My role and responsibilities were: • Assisting customers in their everyday transactions and queries by understanding their needs • Understanding customer behaviour and reporting any suspicious activity where necessary • Aligning customer needs to banking products and services• Vault, risk and branch managementI started my career with Santander in October 2013 as a customer service adviser. Joining the banking industry and being given responsibility from day one… Show more My role and responsibilities were: • Assisting customers in their everyday transactions and queries by understanding their needs • Understanding customer behaviour and reporting any suspicious activity where necessary • Aligning customer needs to banking products and services• Vault, risk and branch managementI started my career with Santander in October 2013 as a customer service adviser. Joining the banking industry and being given responsibility from day one gave me the confidence to develop in my career. Working in a community based branch provided me with the opportunities to learn and experience all the roles within the retail banking sector. By working with customers in the branch it taught me how to deliver excellent service by meeting and exceed customer’s expectations. This was crucial as in retail distribution, you represent the face of the bank. I was praised on my quick learning and integration into the team and I took every responsibility as an opportunity to learn and grow within the bank. Only after 8 months, I was assigned a Level 400 role which enabled me to take charge of the daily risks and controls. A year into my role, I had developed and learnt enough that I was in the position to run the branch as a member of management. Show less

Bachelor'S Degree, Bsc In Mathematics With Finance And Accounting, Upper Second Class (2:1)

My mathematics degree was very challenging but I particularly enjoyed and excelled in the financial and accounting modules..

High School, A Levels, A Levels : Mathematics A, Geography B, Business Studies B (As Level: Biology B)

Activities and Societies: I took part in the Young Enterprise Competition where I was the managing director of a group of 8. I also.

Secondary School, Gcse'S, 10 Gcse'S A-C

My favourite subjects were Maths and Business Studies. Maths (A), English Literature (A), Science (A), Pure Science (A), Business Studies.