Lynn Chalmers Email & Phone Number

Gauteng, South Africa

Programme, Change and Transition Lead for the Organisational Redesign of a key business area within the client environment. Responsible for the design of the change and transition strategy for the organisational redesign aligned to the objectives and outcomes of the target operating model.

Fairlands, Randburg

Change Lead for a phased implementation of a new Wholesale Finance System Solution (R148Mil) for the client into a complex Southern African Client Base. Reviewed and redesigned existing change and transformation strategies to create alignment to overall programme objectives. Obtained executive approval and buy-in for enhanced approach. Managed associated budgets, costs and management reporting. Created change workstreams with associated deliverables, resource requirements and plans. Met with the various stakeholder groups to establish relationships and create awareness. Managed engagements with the System-User Executive Teams to manage expectations, complexities, provide progress updates and determine any resistance to implementation, as well as identify constraints and considerations unique to their individual manufacturing and associated dealer networks. Ensured business team effectiveness through coaching and mentoring initiatives focused on overcoming resistance brought about by the prior failure of change initiatives run by the Client and the legacy thereof. Established and trained a team of business change champions in support of the execution of the identified change and transformation requirements. Successfully transformed the business team culture from one of resistance to change to one of embracing and adopting change. Managed the development of training interventions and the associated training service provider relationships and deliverables. Managed the delivery of training to client and business users impacted by the change initiatives. Tracked training effectiveness and overall proficiency of business and client users. Managed the development, design and execution of communication strategies for key stakeholders, employees and numerous client structures. Identified and managed risks and issues associated with the change and transformation from a business, employee and client perspective.

Johannesburg Area, South Africa

Led the design and implementation of an Agile Business Change & Transformation Strategy (R3.3Mil) within the greater Liber8 Product Development Programme (R10.3Mil). This strategy drove the adoption of the business change by Liberty Corporate employees as well as their associated Financial Services Intermediaries. Managed and coached the business leadership teams on business agility and the effective adoption of all change and transformation initiatives. Created a framework for coaching toward excellence and coaching individuals and teams to consistently perform well and achieve excellence. Designed the role and responsibilities of a Change Agent within Liberty Corporate and agreed associated KPI’s with the HR Executive and Management Teams. Recruited and established a Change Agent Network to facilitate the transformation of the Liberty Corporate culture from one of resistance to change to one of embracing and adopting change. Worked with the Head of Learning and Development to develop a training strategy and approach that supported agile business transformation. Designed and executed a series of team interventions for the Learning and Development Team to increase team cohesion and overall effectiveness. Worked with the Head of the Project Management Office to redesign the Project Management Delivery Framework to support agile change delivery. This included the redesign of the numerous processes and templates. Designed and developed a change and transformation business communication strategy. This strategy was delivered in collaboration with an approved communications vendor. The deliverables included a CI approved change brand, change artefacts, change activities, executive, intermediary and employee communication elements and market launches. Conducted an as is review of the business architecture within Liberty Corporate across the business value chain as input into the realignment of Liberty Corporate and Liberty Group to the Standard Bank Operating Model.

Johannesburg Area, South Africa

Lead the execution of market research and insights to support the delivery of top-tier multi-national corporate client product and channel solutions across all presence markets, including physical and electronic channels, such as host to host, online, and SWIFT. Key Contributions:• Delivered knowledge management solution to support the delivery of RFP responses to a wide range of clients as per defined requirements• Provided comprehensive support to regional teams across Standard Bank global footprint• Delivered market research, knowledge and information design, best practice and trend analysis as well as competitive analysis • Management of business change and transformation initiatives that enhanced client experience

Johannesburg Area, South Africa

Responsible for the business enablement of change introduced by new product / channel functionality adopted by technology accepted by Investment Board within South Africa and rest of Africa across Transactional Product and Services business value chain. Key areas of focus were the development of the Customer Experience Channel Strategy.Key Contributions:• Channel strategy for the migration of Business Online South Africa client base to new Business Online platform• Business change and transformation project for the enablement of channel functionality for the business connect channel, including host to host, product, and customer initiatives• Customer experience design and management for the enablement of Business Connect channel (Host to Host) in presence countries• Group-wide stakeholder management to ensure the alignment of all online channel offerings in the various market segments and sectors• Communication and publishing of research findings, as well as presenting to client access stakeholders• Design and implementation of the Client Access User Group to manage the impact of change across operations• Development of marketing and communication strategy aligned to brand for online channels• Management of the Online Channel roadmap and operational structures and processes

Johannesburg Area, South Africa

Strategic research and design, Channel Analysis, Change managment, Training, Transformation, Brand AlignmentManaged a strategic transformation programme to design the Customer Experience Strategy and Execution Framework for PBB. This programme was run in collaboration with Harding and Yorke, a UK based Customer Experience Consultancy recognised as a World Leader in this then new discipline. This programme set a new standard for Customer Experience within Standard Bank and South Africa.Key Contribution:• Assessed and redesigned the customer engagement model across all channels in line with best practices• Defined and obtained acceptance of newly defined customer experience principles, standards and design guidelines across operational and frontline teams• Designed and implemented a comprehensive change and transformation strategy to align the organisation to a more customer centric operating model thereby enhancing the delivery of customer experience• Development of role based training curriculums for the induction of and further development of employees in terms of empathy training and customer experience awareness• Transitioned to a culture of coaching for change through the design of coaching curriculums for frontline supervisory staff across channels • Managed the alignment of brand and marketing to new customer experience design

Johannesburg Area, South Africa

Responsible for the management of a strategic programme to pilot the redesign of existing retail branches to improve customer experience. This included the service, sales an operational aspects of the branches as well as the infrastructure, layout and design. Key Contribution:• Overall management and coordination of all the work streams, resources and associated reporting • Managed the review and approval of all business process redesign• Designed and implemented a comprehensive change and transformation management strategy to ensure the engagement of all employees involved in the pilot branches• Designed and developed training interventions for all roles within the Branch Network affected by the new design• Conducted customer insights reviews before during and after the redesign of the pilot branches• Developed the Implementation Plan for the full delivery of the new design across the remaining Branch Network based on the insights, findings and design revisions of the pilot branches

Johannesburg Area, South Africa

As a senior member of an internal business consulting team responsibilities consisted of:  Strategic Portfolio Management: Overall management and coordination of strategic programmes within the operations and finance portfolios Conducting research: into the feasibility of strategic business requirements for the Segment and Product teams Coordination and facilitation: of diverse business units and support areas, to obtain agreement on approach Management: of teams of consultants, internal and external Design and coordination: of the implementation of various strategic programmes Post implementation reviews: of all implemented programmesSelection of Programmes Managed:o Strategy for the transformation of Stannic to VAF and integration into Retail Bankingo Strategy for the transformation of Priority Banking to Private Bankingo Design and implementation of Private Banking Sub-Segmentation Modelo Design, build and implement a Change Management Framework for Retail and Business Banking

Johannesburg Area, South Africa

Home Loans Applications Data Warehouse – This involved: Developing a strategy: to enable the Home Loans Management Team to analyze home loans from application through to registration Strategic Programme Management: Overall management and coordination of all the work streams within the Home Loans Data Warehouse programme Implementation: of the required hardware and software, Cognos Business Intelligence tool; Change and Transformation Management: designed and implemented a comprehensive change and transformation strategy to ensure the effective adoption of the Business Intelligence Framework and the Data Warehouse by all employees within the Home Loans Division Training: of staff on the concepts of Business Intelligence and the use of the Reporting Tools Data analysis: data requirements, architecture and design Managing teams: of internal and external consultants Presenting: to and gaining buy-in from the Home Loans Exco and P&BB Exco Noteworthy Achievements: Presented to the International Cognos User Conference held in South Africa on the work done for Home Loans Division. This Data Warehouse is still running and being used successfully by Home Loans Division.

Johannesburg Area, South Africa

Business research and analysis – Selected cases: Development Test Environment: Played a lead role in developing a new test environment for the Wesbank systems development team. This involved obtaining user requirements, facilitation of design workshops, functional proposals and technical specification development Cheque Reconciliation System: Sole responsibility for the day to day management of the cheque reconciliation system as well as the design, build and implementation of a system to accept information from the newly automated branch network

Johannesburg Area, South Africa

Midas Sales and Distribution System – This involved: Implementation and execution design: responsible for the planning, change management and implementation of the new sales and distribution system(MIDAS) in the distribution network Change and Transformation Management: designed and implemented a comprehensive change and transformation strategy to ensure the effective adoption of the system by all employees within the organisation Training: Designed and conducted the user training initiatives in all breweries and depots in the distribution network Transformation: lead a team of people from IT, Finance and Distribution through a phased implementation of the system which was designed around hub and spoke principles Data Integrity: maintain the data integrity of the old system and ensured successful transfer of all financial and customer information into the new system Distribution Support: managed the implementation support teams across all depots and breweries within South Africa