Programme Manager responsible for the remediation of regulatory projects within UK Retail Banking.

Programme Manager – PPI DeadlineFollowing consultation regarding Payment Protection Insurance (PPI), the FCA issued their final position on 2nd March 2017, with the PPI Deadline falling on 29th August 2019, deliver the orderly closedown of Barclays’ volume PPI remediation operation and transition any residual PPI complaints activity into BAU. My role within this programme is to over-see the agreement and documentation of objectives, scope and Programme structure. The creation of governance protocols such as Programme Board, Change process, RAID and appropriate project documentation according to Barclays change lifecycle. The programme is a multifaceted delivery, involving Colleague and Customer communications via all channels, a substantial technical analysis with new build and decommissioning requirements along with ensuring that the delivery remains compliant with Dispute regulations and guidance from the FCA.

Programme Manager – PPI Remediation Risk Event March 2017 to March 2018Following the introduction of a checker service in 2012, a statistically significant sample indicated that in 1.1% of PPI enquiries, the 3rd party checking service was returning an inaccurate ‘No PPI’ outcome. A risk event was raised and communicated to the FCA, recommendations were submitted to senior members to remediate affected customers. The project was initiated off the back of objectives set by this board. My role within this project was to identify, through data analysis, all affected customers and, by way of an auditable waterfall, apply data treatments to this population in order to evidence to the regulator that we had completed appropriate remediation activity. Deliverables included, collaborative stakeholder management across the business, IT, Conduct and Control functions. The provision of a checking tool that allowed a full audit trail of cases investigated following all GDPR and PCIDSS compliance requirements. To deliver an operational area to manually investigate cases identified in the overall population, and deliver a robust control framework.The project culminated in a successful outcome for all impacted customers with a bespoke mailing informing them of the issue and that a pro-active complaint had been raised on their behalf.

Remediation Project ManagerCompleted delivery of S166 investment remediation project.

Operating at a senior level accountable for the evaluation, mobilisation and delivery of key initiatives. Responsible for the development of business rationale, positioning of wider strategic context and financial case for progressing initiatives. Shaping and scoping of new initiatives securing the buy in of stakeholders across the retail bank. Drive senior management thinking, debate and influence, to drive and manage transformational change. Proactively works with other business areas to leverage existing activity and expertise across the business. Leading and developing a team (both direct and virtual), supporting and enabling delivery of their accountabilities. Integral part of the team leading on the transformation of customer services and processes, ensuring that services are fully accessible and inclusive for all customers, in particular: • Improving access to services for disabled and elderly customers • Developing new services and support for elderly customers • Developing a strategy and approach to identify and support vulnerable customers• Establishing and developing external partnerships to promote Accessibility

Successfully deliver one or more significant projects / programmes or a portfolio of change Key AccountabilitiesAccountable for identifying, quantifying, planning, controlling and reporting all activity on a delivery initiative in accordance with change governance standards.Accountable for the end to end project lifecycle including management of implementation delivery activity and ensuring initiative is accepted into BAU ownership. Manage a project team, making recruitment decisions and ensuring everyone understands what is expected of them and how they are performing, have the appropriate resources, skills and knowledge needed to be effective, efficient and compliant.

UK Retail & Business Banking (UK RBB) project manager for Financial Crime and Compliance projects driven from the Group Centre:Initiated and drove the analysis, requirements and delivery of the Real Time Screening Sanctions, Prohibitions, and PEPs change project. Project involves the roll-out of customer platform-integrated real-time customer sanctions, PEPs, and prohibitions screening functionality to Barclays' business units within the UK.

Responsible for end to end delivery of change within the Barclays Direct Channels Telephony business. Key skills include project planning, budget management, risk control, implementation tasks, stakeholder management, communications, status reporting and adherence to governance policies.