Accelerate is an education startup that bridges the gap between education and employment across software engineering, data science/machine learning/deep learning, UI/UX and product management

My team manages the reduction of losses and value-at-risk, by providing analysis, co-ordinating actions and conducting governance reviews. We are also responsible for running daily write-off controls to reduce operational risk and improve quality of data for business intelligence. We support Cards, Logistics, Mortgages, Loans, Personal, Business, Corporate and Private Banking Operations.My priority is to create synergies across the business by sharing best practices across areas and supporting the implementation of initiatives. My focus is also to increase accountability by engaging with stakeholders and policy owners to agree correct ownership of losses.Monthly reviews held with the Directors and Senior Managers to highlight performance against budget, providing action updates and raising emerging risks & trends. We delivered a loss reduction of 41% in 2015 (overachieving the 25% target set by the Exec team).Working smarter is of huge importance to me and I am capable of finding efficiencies by utilising Excel VBA and making process changes.

Customer Contact Team (March 2014 - Sept 2014)- Managed a team of five Fraud advisors. Managed and improved their performance with coaching methods.- Facilitated complaints reduction meetings between the Customer Contact Team and back-office operations.- Produced interactive guide for telephony advisors to improve knowledge.Credit Card Operations (Sept 2013 - March 2014)- Represented credit cards at the monthly complaints reduction meetings with Senior Management. Progressed initiatives within account opening, account closure and payments.- Collaborated with the Customer Experience team, IT and Service Delivery to understand issues and implement solutions.- Sourced and analysed direct debit reports to determine gaps in the process. My analysis identified issues with direct debits repayments, the processes implemented to address issues led to 750 fewer customers impacted per month. Other improvements led to 400 fewer customers impacted per month.Retail Operations (March 2013 - Sept 2013)- Supported operational areas and incident management team to expedite resolution. Escalated major incidents to senior management with regular updates.- Performed regulatory Sox control testing for Probate, Account Servicing and GI processes.- Drove the paperless project to reduce costs and improve internal processes, including improvements in the telephony account opening application process which was heavily reliant on printed paperwork.Governance & Control (Sept 2012 - March 2013)- Designed and implemented a framework to drive improvements to controls relating to reported incidents. Facilitated weekly calls and handed over process once fully embedded.- Implemented mail merges to improve controls and efficiency.