Matthew Arnott Email and Phone Number

Harmonisation Operational Project Lead for MBNA CFA responsible for the implementation of LBG outcome testing framework, toolkit and Telephony, Back office and Team Coach Training & Competency schemes.Operational Reconciliation Incident Management lead for Mbna to Lloyd's host platform migration.MBNA resource responsible for operationalising unsecured and secured Model Office and responsible for the recruitment, implementation and day to day team management of the Test & Learn framework and Optimus approach.

• Persistent Debt SME responsible for operationalising both Nudge and Contractual Minimum Payment Increase strategies•Successful implementation and post implementation control activities for multiple COO projects including Breathing space implementation for customers in financial difficulty, Credit Acquisition Vulnerable customers enhanced process, Fast App – a new interface for acquisition data capture, Clearing Bank Migration project, Credit Acquisition real time e mail, Credit soft decline Text2Call, Social Media Servicing, •Channel Optimisation Project Lead, enhancing MBNAs live chat and secure messaging offering and overseeing the migration of service provider from Live Person to Touch Commerce, leading a testing team, planning, test script design and execution of UAT and production validation.• Project Manager responsible for Re-engineering of the Collections floor and existing structure to deliver tangible efficiencies resulting in capacity optimisation, expense reduction and improved collections performance.• Stakeholder management to ensure the provision of all relevant management information, approval and governance signoff of critical change deliverance.• Responsible for planning, scheduling, controlling and reporting activities for operational projects.• Planning and execution of complex UAT testing and production validation for technology projects and releases.• Responsibility for assessing risk associated with operational change.• Pro-actively manage risks and their mitigation, identify and take ownership for management of dependencies on other projects, identify and provide pro-active solutions for emerging issues.• Responsibility for requirement gathering and input to HLD and LLD activities.

•Accountable for monthly and annual performance.•Accountable for the Customer experience provided within business unit.•Administration and Policy adherence. Engage a regular review of practices to ensure control, consistency and efficiency•Attendance with explanation, Input and rationale at all relevant meetings. (production, reviews, resource etc)•Drive change and support all activities and projects.•Ensure all risks and changes to delivery of specification are escalated and communicated accordingly through stakeholder management•Implement and develop appropriate monitoring thereafter of controls to maximise adherence to UK and US regulations.•Work with Strategies and Reporting to develop management information which depicts the quality and strength of processes within and adherence to relevant regulations