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. • Saved time and increased accuracy in the loading of over 15,000 customer tariff amendments by developing macros to partially automate a substantial data load project. • Enabled processes to be moved to more appropriate teams and cost-effective locations by acting as trainer and subject matter expert / coach to multiple staff in support of 3 organisational change projects over the last 4 years. • Guaranteed the business was robust and resilient by planning and executing a continuous exercise and review cycle of the Business Continuity Plan for all 4 teams, as part of my voluntary role as ‘Business Continuity Champion’ covering the whole operational centre.• Most frequently nominated staff member in entire Services division under Living Our Values recognition scheme, 2016. Nominations primarily for customer service and taking ownership.

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 training example. • Led a project to improve payment turnaround times, eliminating SLA testing failures.• Transformed MI comprehension by developing advanced Excel skills to enable me to create new spreadsheets to collate and clearly display in chart form all staff and unit statistics.

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, subjected it to radical overhaul and put it back together. • 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.• Project work.

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.