Leigh Ingram Email & Phone Number

Reading, United Kingdom

Swindon / Reading

I am currently working as a Business Analyst within IT. The role includes a wide range of projects accross the business including small continuos improvements to new strategic initiatives aimed at achieving key businss goalsCurrently I am working on the implementation of an RPA platform using BluePrism and the first automation of high volume manual process to drive increased customer response times, improved data quality whilst driving operational efficiencies.

Swindon, United Kingdom

I am currently working on a large change programme charged with implementing a new CRM system including a new BW and reporting solution. The programme will deliver improved customer journeys through improved processes and better MI to help the business track and make the necessary changes for its customers. The programme will also provide the platform to transform with agility and meet industry changes within the next few yearsin this role I• Review and Illicit new business functional and non-functional requirements• Consult on reporting needs of the business stakeholders ensuring regulatory and operational needs are met• Conduit between the programme and business stakeholders• Writing design documents • Documenting functional specification docs align to requirements• Submitting change requests and delivering to within architectural meetings• Analysing tools available, understanding the best use and advising who best to utilise and align to the reporting strategy• Liaise with the programme process design teams to ensure that the reporting requirements are included and the data fields are made available

Swindon, United Kingdom

• Responsible for forecasting All revenue customer contact through multi-channels (Calls,Letters,Emails) across all TW revenue sites• Being responsible for managing intra-day performance throughout multi-site contact centres• Building and delivering long and short term resource plans• Delivering plans to Contact Centres , working within agreed budgets, Challenging assumptions and staffing to achieve great customer service• Taking reactive and proactive decisions to ensure that Thames Water telephony, and other channel / regulatory targets are achieved• Building and maintaining relationships with key stakeholders throughout the business to ensure delivery plans work hand in hand towards shared delivery goals • Developing and delivery of Real time daily reports to Management • Managing a Team of up to 7 Analysts, developing their skill sets and working with them to achieve their teams objectives

Swindon

• Produce Financial Budget models for approx. £1.8bn Sales and Billing• Managing the relationships of key stakeholders such as Sales and Billing Manager, Finance Business Partner, the head of revenue and Demand Forecasting• Manage and Mentor a small Team of Analysts• Project Manage Annual Billing working with key stakeholders throughout the business ensuring that all tasks are on track to the project dates, including quality checking bills at Communisis.• Financial reporting and analysis of operational activities impact against financial targets• Manage the production of financial forecasts throughout the year• Managing the production of the metered sales accrual • Operational Analysis to highlight process improvements to maximise sales• Consumption analysis and forecasting • Produce Regulatory return data tables• PR14 Data line ownership• Supplying information to support Thames Water’s IDOK Also included in this role I have worked on various projects as the link into sales and billing including The New Bill Design project, re-profiling of the meter read schedules and the original SAP blueprint design work shops.

Forecasting Offshore staffing levelsOpex BudgetingDeconstructive Seasonal based ModellingForecast variance analysisMaintaining a close working relationship with Offshore partnersAnalysing trends and new initiatives that will impact upon workloads Maintaining a good understanding of all work processes

Regulatory reportingBilling and Sales variance analysisProducing billing budget numbersSales projectionBaseline property anlysis

Empty CheckingAdvisory role supporting and training new starters to the physical check processMain point of contact for the external contractorMonitor and control the workflow between Thames water and contractProviding structured reporting data to various levels of management within the company, providing them with feedback as to how the service can be improvedOverseeing the trial period and implementation of the new process including residential disconnectionsAssisting with the design of a robust new process, upholding legal policies and proceduresProvided advisory support to other team members including training on a 1-2-1 basis and standing in for my Team Leader when necessaryInvestigating identified problem sites and setting up new customer accountsNominated 'Pulse Champion' organising the Launch Day of a new company initiative

New AccountsLearnt how in-house company systems operateGained background knowledge of Thames Water and the processes with which it dealsMain duties included setting up new accounts, handing over properties to new customers and dealing with all correspondenceInvestigated problem sites and created presentations for issues within the teamContacted customers to obtain information, then used this to create plans to assist myself and other members of the teamRan daily reports to provide management with relevant statistics and information

Organising meetings for various members of the Change Management teamProducing training presentations in preparation for various company software packagesDay-to-day administrative work

Advanced Certificate, Resource Planning, Commendation

Bcs Certificate, Foundation Certificate In Business Analysis,, Pass

Education record

8 Gcse'S Including, English; Maths, Science

Bcs Certification Business Analysis Practice, Pass

Bcs Certification In Requirements Engineering, Pass

Bcs Certification In Business Process Modelling, Pass

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