Building a team if MIS Analysts and supporting infrastructure to support logistics operational reporting and MI solutions.

Initially heading up a team of MI Analysts by introducing new technologies (SQL, VBA etc), coaching and training to remove a major bottleneck in our Merchant Business support through automation, cross skilling, self-serve and scalable data mart services. Having up skilled and delivered with my immediate team I was then encouraged to create a wider external training programme for the whole MI function and move onto a wider internal customer base with the support of my immediate team (the highlights is which are summarised below). Following a number of company wide restructures I have now moved into a dedicated MI development role reaching out across all Sub Business Units (SBUs) with a more strategic approach being developed in line with Information Management strategies being applied across the whole Barclays Group and designed to make us 'Best in Class' and the 'Go To Bank for the 21st Century'. Summary;Direct Reports:-4 initially, 1 currentlyTechnologies:-MS SQL Server 2000&2008, (TSQL, DTS/ETL, SSRS, SSAS), Base SAS, SAS EG, MS Office (Excel, Word, PowerPoint Outlook - VBA automation), ASP, VB Script, Tableau. Reporting Functions/Achievements:-Global Payment Acceptance (Merchant Acquisition, Financial Exceptions - Chargeback & Retrievals customer face reporting & Internal Operational analysis/support);Operational Leading Indicators {OLIs} across all SBUs (Barclaycard Consumer UK, Southern Europe, Germany, US. ABSA (S. Africa), BPF (Partnership Financial Loans), Barclaycard Business Services (Corporate Cards & Global Payment Acceptance);NCRP MI - automated performance and control reports associated with new Transact installation to replace our Corporate Cards (GCP) acquisition system;Payment Services Directive (PSD) compliance reporting function established as part of a new initiative by the Financial Services industry and the FSC to ensure consumer protection against financial losses due to ineffective payment processing.

To establish a fully automated MIS data warehouse extracting data from key operational applications (blue Pumpkin WFM, Avaya CMS, Genisys Dialler, Verant QA, Seible etc) and pushing automated performance management, compliance and qualitative reports to colleagues and leaders at all levels of the business. Primarily using MS SQL Server and Excel to process and distribute information across the company additional applications were subsequently added to establish a centralised collections operation with automated dialler and SMS feeds built to respond to results on an oterative basis. By employing an extensive career in IT Analysis and Development I was able to quickly learn and link the numerous technologies together and adapt dialling strategies in response to current performance and historical trends so that optimum results could be realised with maximum efficiency and minimum turnaround times. This fully automated collections function was further enhanced in a team effort with the telephony manager where we established a fully automated feed into a Symon Wallboards system which gave real time decision support to business leaders and instant feedback and recognition to the front line colleagues. Possibly one of the busiest and most intense experiences, but also the most rewarding and satisfying positions with colleagues who were a delight to work with and who are still in contact thanks to Linked In.

Working as part of the ventral operational team called the Nerve Centre I employed the skills and experience I had gained as an Analyst Programmer to create automated MI reporting functions housed on a MSSQL Server and pushing report out using Excel and VBA. As a team we were central to the efficiency of WOrkforce Planning and Intraday performance and I was pivotal in establishing automated ETL feed from the primary WFM system (TotalView). Shortly after joining the company I was Ble to design and implement automated applications to allow self_service, by front line staff and team managers, for booking meetings (121 etc), training sessions, annual leave and sickness through the MS SQL Server and back into TotalView via SMARTLINK. In the first six months we were able to realise over one million pounds coat savings is more accurate and efficient colleague management as well as boost moral and involvement across the business through the empowering of colleagues. Automated reconsiToon of the numerous data sets and each operational system built trust in the reported figures for decision support,reduced internal error and fraud as well as improve quality by directly linking the Avata telephony system and it's ECHR call history to the Speech Enabled IVR so that compliance (ID&V) could be assured. This feature alone brought millions of pounds of savings in reduced man hours due to issues with the built in links between the different systems being overcome and allowing the massive investment into the technology to proceed on time and In budget.

Initially employed as an insurance sales advisor after returning from a consultancy post in Denmark, I was soon asked to use my IT skills to design and create automated performance MI for the newly established sales floor acting as sole brokers for RAC Insurance Ltd. My role quickly progressed to the point where I was performing all MI functions from telephone agents right up to the directorship of RAC. This is where I was first introduced to call centre technologies and especially workforce planning and performance management. With very little resources available I was required to create reporting services with HTML data feeds from the RAC intranet and MS Excel (using VBA). Forecasting and planning was also designed using Excel, also using VBA to create standard forecasting models with hand written functions to facilitate a suite of WFM Libraries containing researched mechanics such as ERLANG. Just prior to the relocation of the RAC Insurance call centre and closing of the Morecambe offices we had started to implement Blue Pumpkin as the primary WFM software, which opened up opportunities to gain experience with the integration of our Avaya Telephony, Email processing and WFM Intraday systems. It was this role which became pivotal on my progressing into an MI Role from IT Consultancy as an Analyst Programmer.

The design and development of a bespoke Centura (Gupta) SQL Server application to manage the 3G Telephony network across Denmark and Sweden. Working with stakeholders across the whole of the business my role involved in depth analysis of requirements from a multitude of disciplines leading to the formal definition of requirements and systems architecture modelling (primarily employing SSASM V4). My contribution to the development team called upon many technical and soft skills in the capture of requirements and design modelling withing an evolutionary delivery environment. The resulting applications established state of the art modelling techniques such as formal business process modelling to manage the whole life cycle of the telephony infrastructure employed by Mobalix Dn (subsequently taken over by French Telecom and Orange). The business modelling controlled network coverage analysis to establish where new or improved Base Transmitter Stations (BTS) were required; asset management and procurement to manage the legal processes of purchasing or leasing sites for existing and new BTS; BTS Computer Aided Design, Job Costing, Work In Progress and Technical Support management. Although this was only a twelve month contract it was incredibly in depth as I had to quickly understand and document intensely detailed technologies (3G Telephony) on one hand, extremely complex business and legal issues on another, as well as understanding the highly competitive market structure and the additional requirements to design and develop multilingual and multiple-currency database systems for the varied user profiles. All in all this was one of theist exiting environments I has ever worked in as well as succeeded at.

Design & Development of Commodities Trading Systems primarily involved with financial instruments for the London Metal Exchange. The primary system debeloped by my tram was for hedging futures and options for commodities as well as Assaying & Umpire Management, Bill Of Lading, Customs & Excise Managment, Forex (Spot / Future etc), Asian Options and Final Accounts (Integration into Sun Accounts).Core development in GWBasic with Btrieve data management. Clients including primary LME Ring Members such as BIlliton, Eurobatex, Somincore etc.