Malcolm Webb Email and Phone Number

As a Technical Administrator, I work in a team of Formulation and product Technologists to support the maintenance of our product portfolio. I ensure that all technical documentation is available, in the right place at the right time, to ensure product information is of the required quality and stored according to our internal processes.• Typically, accountable for technical documentation compliance in line with WBA policies and procedures. • Ensuring systems are updated with the most recent manufacturing documentation.• Responsible for supporting formulation activities related to upcoming product maintenance projects, such as the management of cosmetic product samples.• Responsible for collating data using Excel, Word, and industry-recognized databases.• Accountable for quality of data and accuracy.• Supporting the team with general administration activities.

Acted as liaison for the organisation by planning and conducting, design/redesign of business processes to advance operational efficiency. Delivered consistent solutions to maximise customer satisfaction. Collaborated with user groups to address questions, assess user needs, and recommend changes.● Improved sign off process documentation in cooperation with subject matter experts, and process owners.● Highlighted improvements, through generating process documentation, such as flowcharts.● Ensured all submitted sign off documentation met required standards.● Built processes and looked at every customer touch point across all channels during the customer journey.

Acted as liaison for the organisation by planning and conducting, design/redesign of business processes to advance operational efficiency. Delivered consistent solutions to maximise customer satisfaction. Collaborated with user groups to address questions, assess user needs, and recommend changes.● Improved sign off process documentation in cooperation with subject matter experts, and process owners.● Highlighted improvements, through generating process documentation, such as flowcharts.● Ensured all submitted sign off documentation met required standards.● Built processes and looked at every customer touch point across all channels during the customer journey.

Identified opportunities to increase productivity and SLA performance, as well as delivered projects focused on automation, system enhancements, and process improvements. Supported the execution of innovation projects through implementing operational strategies and agendas. Developed standard operating procedures, process maps, and other technical support materials. Enabled rigorous metrics concerning balanced scorecards which evaluated performance and reduced variability in critical business processes. Completed project management activities, including development of schedules and resource estimates. Enforced knowledge requirement governance related to high-risk access and maintaining copies of learning outcomes for audit purposes.● Streamlined an access requirement process by four working days, facilitating stakeholders’ and teams’ workflow.● Supported risk mitigation by documenting requests and providing feedback on negative trends and recommendations.● Partnered with cross-functional leaders to analyse and obtain data and implement solutions required to optimise operational and system capabilities.

I performed design/redesign of business processes to advance operational efficiency, as well as trained/coached and motivated editors towards developing essential skills required to maintain process documentation.I was efficient in delivering consistent, multi-channel support solutions to maximise customer satisfaction. Lastly, I collaborated with user groups to provide training, address questions, assess user needs, and recommend changes.Highlights:• Drove strategic change by determining root cause analysis, examining the effectiveness of existing processes, and formulating plans that refined workflow activities.• Improved sign off process documentation in cooperation with stakeholders, subject matter experts, as well as Regulation, operational Policies, Quality Excellence, Service Delivery teams.• Minimised Average Handling Time, highlighted improvements, and boosted cost-saving capabilities through generating and maintaining process documentation, such as flowcharts, cross-functional swim-lane mapping, and work instruction design and documents for high-profile projects.• Ensured all submitted sign off documentation met the required standard defined in Ways of Working Framework.• Facilitated employee independence by coaching and upskilling three new designers on the BPMN standard.• Built processes and looked at every customer touch point across all channels during customer journey.

I was responsible for supporting the change management compliance process by overseeing communication with model users to address questions and concerns. Using my leadership skills, I assisted senior management in defining several key roles to supervise implementation, including an Executive Process Champion and Owner to ensure alignment and approve process standards, as well as a Change Manager to take responsibility over process frameworks.I partnered with technology and business experts and enhance various tools to administer administrative support for change functions, such as maintaining inventory of models, repository of model data, tracking known issues, and process documentation.Highlights:• Assumed greater responsibility of managing the process, which involved meeting with departmental heads to discuss respective criteria and SLAs to realise process efficiency.• Consolidated process management initiatives within standards, rules, and guidelines that accomplished common goals.• Established processes that coordinated governance initiatives which ensured departments were better supported.• Implemented a system of risk oversight and internal controls to anticipate any problems that arose.• Enabled visibility to ensure changes were introduced and deployed in measured and approved methods.• Modified existing format ensure a more professional look that was accessible and easy for SMEs to work on.• Ensured documentation submitted for sign-off adhered to specified standard as clearly defined in Ways of Working framework, while maintaining Process Governance SLA and ensuring all changes were version controlled.• Decreased number of resubmissions from an average of five to one by reviewing, amending, and providing feedback (where necessary) for Editor concerning changes to advisory standard operating procedures and documents to meet standardised governance criteria.

I actively checked whether completed Ofgem paperwork was legible and compliant. I ensured to foster engaging communication efforts with business-wide stakeholders to understand requirements and obtain signed off documents, including planning and meeting deadlines, as well as approving submitted material.Highlights:• Offered ongoing support to Energy Companies Obligation (ECO) QA team by acting as focal point for installers and corresponding with an external party to arrange a pre-installation audit for heating measures, under the Home Heating Cost Reduction Obligation (HHCRO).• Improved Ofgem documentation quality which guaranteed fair treatment of customers, as advisors were consistently finalising documents with complete accuracy, and delivering timely feedback to external stakeholders and customers.• Discovered fraud committed by external stakeholders through reviewing completed Ofgem Boiler Assessment Checklists.• Helped vulnerable a customer receive a fully functional gas heating system before a life-altering operation.

In my earliest role, I assumed a variety of administrative tasks to support people living in fuel poverty, as well as reviewed and actioned numerous Warm Home Discount requests, including letters, applications, and cheques. I scanned large volumes of documents into batches. Finally, I prioritised workload according to deadlines and demands, including management of urgent ad-hoc requests.Highlights:• Lessened and eventually eliminated an application backlog with tight Ofgem deadlines.• Used Adobe to input and save data by extracting documents from bulk scanning and saving in a specified format.