Karen Douglas (Nee Orr) Email & Phone Number

Glasgow, United Kingdom

Glasgow, Glasgow City, United Kingdom

Responsible for leading a technology delivery work stream within a large programme, project or alternatively leading a small/intermediate level project covering both business and technology change from start to finish.• Ability to engage, connect with and effectively represent the needs of internal business customers, stakeholders and senior managers throughout the project lifecycle.• Manage the introduction, delivery and implementation of change, applying relevant project management disciplines, including project planning, risk/ issue, financial and resource management, decision analysis skills, with exceptional focus on delivery.• Ability to manage and coordinate a team of diverse technical and non-technical resources across multiple group sites and to engage effectively with external 3rd party service providers.• Sound decision making abilities when faced with complex demands and issues that can, and will, arise through the project lifecycle.• Ability to add value to the Change Development and wider team and the overall Project Management community as well as effective participation in formal and informal team or departmental activities.

Glasgow, United Kingdom

ResponsibilitiesCreation of e2e Playbook & arrange playbook walkthroughs through to sign off for ImplementationMaintain detailed event diagram for ImplementationEnsure baseline playbook and project release in place for Implementation per environmentCreate running order for deployment to sit.Co-ordinate with testing resource during shakedown of code in testing environments ensuring testing can commence in each environment. Ensure all defects raised are brought to successful resolution.Shakedown of code post implementation into environments using scripts handed over by Solutions designer.Ensure that relevant resources are available to implement changes by working with project attached resources or submitting requests for resources to SP / ER Team Leads.Escalate any issues to Implementation Lead as they arise. Keep Implementation Lead / Project lead up to date with progress to plan and highlight any timelines at risk.RTC Set upCreate Configuration Management request to send to Configuration Management Team for set up.Add team members to RTC for Project.Setup Iterations / Timelines

• Responsibility for the delivery of local change programs in line with project life cycle• Acting as Glasgow gateway for delivery of global projects• Effective management of projects to ensure delivery in a timely manner to required quality• UAT testing ensuring change is fully understood and appropriate test strategies and test plans are documented• Identify and implement business process improvements• Responsible for co-ordination of system change requests ensuring engagement with all impacted areas to facilitate production of a global business case• Effective stakeholder management which includes representatives within IT, Global project teams and management teams locally and globally at all levels• Implement best practice Project Management documentation to support local and global initiatives• Adoption of lessons learned to encourage an environment of continual improvement

• Managing Team of 12, ensuring all Client sensitive data is distributed to the correct Client in a timely manner• Liaise with Global managers on regularl basis• Complete daily/monthly MIS for Senior Management• Liaise with Client Confidentially Team/Senior Management to ensure all issues are escalated when necessary• Ensure effective handovers with Asia and Baltimore teams at start/end of shifts• Complete weekly and monthly risk reporting• Identify and implement new processes and procedures• Log and escalate any potential misdirects to Senior Management

• Led the planning and implementation of projects & respective teams• Manage project resource allocation • Track project deliverables using appropriate tools • Provide direction and support to project team • Quality assurance • Constantly monitor and report on progress of the project to all stakeholders • Present reports defining project progress, problems and solutions • Implement and manage project changes and interventions to achieve project outputs • Project evaluations and assessment of results

• Change Management - analysis of M.I to identify opportunities which increased department efficiency and improved Client Experience. • Identify trends/weaknesses that require procedural change or training. • Monitoring & Control - ensure that all departmental and regulatory procedures are adhered to at all times. • Responsible for ensuring that call monitoring, call testing and mystery shopping is carried out on a regular basis ensuring consistency across their teams and improving the Client Experience.• Monitoring agent performance on a daily basis • Handling escalation calls from agents• Managing team towards productivity and quality targets for 5 team’s of 9• Used authority given to handle complaints/compensation claims• Ability to gather customer requirements from contact and resolve issues accordingly within limitations of product offering