John Nye Email & Phone Number

London, United Kingdom

• Delivered efficient and safe customer payment services by protecting accuracy and integrity of static data supporting the bank’s key payment system.
• Implemented risk and control policies by ensuring all requested data changes were fully understood, analysed and authorised before being accurately implemented in the database.
• Provided guidance, effective solutions and / or appropriate referrals to stakeholders by pro-actively taking ownership of queries, incidents and complaints.
• Continuously identified and effected improvements to processes through escalation of risks / issues and collaborating to find fit-for-purpose solutions and updating documentation.
• Met tight deadlines and SLAs and hit KPIs by effectively organising and processing work in an environment of rapidly changing priorities.Achievements:
• Effected an 80% reduction in work requests for a process, saving 11.5 hours processing time per month / 138 hours per year, by leading a root cause problem solving project.

London, United Kingdom

• Formatted and processed large volumes of payments to high levels of accuracy in short timescales, ensuring that SLAs, deadlines, KPIs and customers’ expectations were met.
• High accuracy of my work resulted in progression from input to verify within 2 weeks of joining the unit and ultimately acting as a coach / point of reference to teammates.
• Executed also a wide range of customer service, investigation and back office tasks and collated management information (MI).
• Payment systems used: CHAPS, SWIFT (i.e. SEPA Credit Transfer (SCT), TARGET2 and EBA EURO1), Bacs (Standing Orders, Direct Debits, Direct Credits), Cheque and Credit Clearing. Achievements:
• Attained Lean Six Sigma Yellow Belt accreditation by leading 5 colleagues in a team to successfully shrink use of storage space by 20%. The project presentation I delivered was taken up as a best practice divisional.
• Led a project to improve payment turnaround times, eliminating SLA testing failures.

London, United Kingdom

• Managed customer intraday trading positions in the Crest settlement system and oversaw successful execution of end of day net payment settlement worth over £3billion.
• Cross-trained on scheduling role managing intra-day liquidity of the RBS Group’s Sterling and Euro Payment systems in collaboration with Treasury.Achievements:
• Generated 30 improvement ideas over 2 years and was team ‘Customer Service Champion’.
• Won a ‘Service Excellence’ award for slashing an average 30% error rate to nil and eliminating customer complaints on a charges collection process. Did this by initiating and leading a project which took it apart.
• Saved 232 hours / £3,250pa and eliminated risk by devising and implementing a solution to automate a manual customer sweep process.
• Won an ‘Efficiency & Effectiveness’ award for pro-actively tackling challenges faced during user acceptance testing of the bank’s interface with an industry update, delivering it on time.

London, United Kingdom

• Achievements:
• Through a continuous improvement approach, I reduced time spent on a Management Accounting process from an average of 4.5 hours a day to 35 minutes during a period when the work volume increased threefold.
• 2006 Excellence Awards winner. Responsibilities:
• Reconciliation of suspense accounts.
• Management Accounting.
• Back Office processing of special customer arrangements.

London, United Kingdom

• Primarily management accounting tasks plus business continuity, staff administration and business support duties.

London, United Kingdom

• Achievements:
• Automated Query Management System - development, user acceptance testing and implementation.Responsibilities:
• Primarily payment investigations, position keeping and assorted back office functions.

London, United Kingdom

• Covered all clerical back office, cashiering, lending and customer-facing roles.
• Increasingly became more focused on CHAPS and international payments processing, leading to my move out of branch banking.