VP - Senior Service Operations ManagerResponsible for the service management of both the Barclaycard Payment Gateways and Authorisations services.

As a Business Incident Manager, I have worked in a 24x7x365 function that is responsible for the end-to-end management of all significant incidents that impact or threaten to impact Barclays International Cards and Payments customers, clients, partners or our regulatory position. I’m responsible for managing incidents through service/front-to-back business process recovery into business remediation and customer redress then onwards into post incident reviews/corrective action cycles for all Barclays International payments businesses regardless of incident type or cause, ensuring that customer, business, and regulatory impact is fully understood and communicated to relevant stakeholders/partners. I have a highly detailed working understanding of merchant acquiring, payment gateways and authorisations systems having worked with them throughout my tenure as an incident manager.

Worked as a member of the intra-day analytic team• Real-time management of inbound and outbound campaign/agent performance. • Analysed agent performance and highlighting areas in need of development (e.g. reducing shrinkage). • Worked with the Telephony Transformation project team; spent several weeks completing UAT and acting as SME during the implementation of a pilot scheme, ensuring the bank wide project was delivered before the end of 2013.• Led and delivered analysis, from gathering the requirements, gathering the MI data to making recommendations to senior leaders, which led to significant FTE savings.• Consistently delivered strong intraday performance, working within OFCOM regulations while meeting business targets.