James Oakley Email & Phone Number

Dublin, County Dublin, Ireland

Digital transformation of HR and corporate systems

County Dublin, Ireland

Providing professional change management services to clients across various industries. Including business analysis, process and customer experience improvements, project and program management.

Dublin City, County Dublin, Ireland

Managing IT changes to Home Energy Grants systems; defining business and technical requirements for new capabilities and for a new Sustainable Biomass Compliance system of record.

Dublin, County Dublin, Ireland

Provide Regional Medical Directors with operational support of their budget management and project delivery. Facilitate annual and monthly budget planning sessions, solve financial challenges and implement process improvements. Help Directors to plan strategic program delivery. Drive implementation of regional and global projects.Rolled out a new customer experience improvement program to 33 countries worldwide. Defined the global medical design blueprint. Worked with country leads to localise the solution.Rolled out a mobile digital support tool across 11 countries in Europe.Managed the process for global medical insights analysis

Dublin, Ireland

Dublin

Requirements engineering, plus data analysis, process improvement, problem-solving and mentoring of new team members. Worked on over 30 projects of various types: Financial and Regulatory Compliance, Commercial Product Development (Consumer and Enterprise), IT, Digital, Networking and Infrastructure.Lead transition from waterfall to Agile ways of working, configuring Jira to enable Epic and User Story capture.Identified and delivered changes needed to comply with GDPR.Developed user stories for Financial initiatives to meet PSD2 SCA, with 3DS2.Detailed requirements for commercial projects such as flag-ship Unlimited mobile tariffs.QA to requirments and configured the MEC for a major IT transformation programme to replace Order, Billing & CRM systems affecting all 4 core products of PAYG, Billpay Mobile, Fixed and TV services.

Dublin

Implemented Net Promoter Score (NPS) as the key metric for customer satisfaction within BGE. Established process and governance to "close the loop" on customer feedback and so resolve individual customer issues. Used insights from customer comments to drive process and behavioural improvements. Fully operational within 6 months. Exceeded first quarter targets, transforming net customer loss into net gain. As Change Delivery Partner, managed the operational change programme during a time of significant cultural transformation, from semi-state to private ownership. Primary point of contact between business operations and IT. Worked cross-functionally to identify and quantify impacts of change and ensure business readiness. Facilitated programme governance and project prioritisation. Led change from business case preparation and resource supply / demand modelling through the whole development lifecycle to stabilisation. • Enabled changes driven by Single Euro Payments Area (SEPA) and gas market deregulation.• Defined and managed requirements for operational changes like billing automation.• Secured business case approval and facilitated vendor selection for a Knowledge Management solution.• Transformed the customer join journey using Lean Six Sigma methods and tools. Reduced sign-up time and increased customer satisfaction from 52% to 91%.

Dublin

Advised internal customers on product feasibility, systems impacts and compliance to regulatory requirements. Consulted on end-to-end process design and improvement both for individual products and at a strategic organisational level. Go/No-Go decision-maker for all retail product changes: 2 years on Change Approval Board for Group Technology. Established an operational process to deliver a rolling program of small change. Ran the program for 18 months, coordinating delivery of 150 mini-projects across mobile and fixed-line systems. Managed priorities, funding, resource requests, suppliers and communications with stakeholders. Continually improved the process to double project throughput over that period. Used the program to deliver regulatory responses, customer service improvements and new system capabilities. Implemented cost-benefit justification to ensure return on investment. For a budget of €550K the program delivered direct cost savings plus increased revenue in year1 of over €2.6 Million.Led integration of Eircom and Meteor diverse project delivery lifecycle models. Set documentation standards and SDLC process to transform the business to a single way of working. Implemented the new methodology while positively influencing key stakeholders to manage the cultural change.Designed processes to rollout c.2000 new WiFi Hotspot locations across Ireland.Defined functional requirements for software changes to the legacy billing system, to meet regulations that protected €4 Million revenue per month from c.2 Million customers.Captured requirements for disaster recovery of the primary call center, managing the risk to customer care and revenue generation of over €500K per day.

Designed processes and control environment for new Internet products. Managed billing and service remediation projects. Identified process improvements for existing Internet products.Captured and managed requirements for system and process changes.Ensured compliance with international standards SOX and Cobit.

Performed business/system/test analyst roles for software development projects.Lead analyst and manager of cross-functional projects to deliver: customer service initiatives, process improvements, system changes, quality standards and revenue-generating projects.Introduced compliance to SOX through risk assessment and control design, implementation and monitoring.

Provide IT consultancy and manage Y2K testing projects for key systems. (contract)Defined the approach to year 2000 assurance testing. Worked with each system expert to develop their test plan, set up a test environment, carry out testing and identify any remedial action.

Birmingham, England, United Kingdom

Requirements gathering, gap analysis, system analysis, system testing, project management (Prince2), process design, process improvement.Administered programme office for series of organisational change projects.

Birmingham, England, United Kingdom

Office admin, data entry, IT support