Matthew Owen Email & Phone Number

Birmingham, England, United Kingdom

Cheltenham, Gloucestershire, United Kingdom

• I provide business analytical support for high level stakeholders for key strategic projects and business change, as well as BAU processes. This includes special project work, highlighting opportunities for improvement through detailed and cross departmental process mapping & documentation, identifying solutions using new and existing technology, as well as creating new and amending existing BAU procedures across all areas of the business.• My start at Attivo coincided with an imminent launch of a new Back Office system. I worked with the provider and key stakeholders to identify system configuration requirements. I consulted with subject matter experts across the business to identify and map out the company’s core processes. I used this information to design workflows for the new system and design a Day One plan for Go Live. • Involvement with the set-up and implementation of the new back-office system gave me a unique understanding of the company wide data. As a result, I was elected to design and implement a Data Migration process to support the company’s expansion. I used this process to migrate Client, Plan, Fee, Task, Document data and more, from 11 companies across a 22-month period into our own systems as part of the rapid expansion. I mapped and matched processes from each of the acquired companies to our own as part of these migrations, to minimise the impact on client’s ongoing advisory needs and requirements post migration. • Designed MI Reports for multiple areas if the business, including Board Reports, ranging from BAU Client & Staff Insight and Income & Reconciliation to Compliance and project specific insight. • Projects to date include Client Appointment Booking & Confirmation Systems Improvement, New Lead Client Journey Through Self Onboarding, Significant Redesign of Mortgage Client and Corporate Client processes including creation of new system workflows.

Gloucestershire

• I assessed and continually improved processes to ensure they were as efficient and effective as possible in meeting business, customer and colleague’s needs. I worked with processes from all areas of Yorkshire Building Society, including Mortgage, Mortgage Arrears, Savings, Insurance and Administration.• Resolved business problems by supporting colleagues to understand how their own processes perform and visualise what interactions felt like for our customers. Designed effective and efficient processes and formally document procedures. I also maintained procedure documents to agreed standards, keeping them up to date and relevant. • Worked with departments to create a culture and framework to enable continual process improvement. I achieved this by training process owners to use Procedure Documentation Frameworks, Structured Procedure Reviews, Sign-Off Processes, as well as Training and Implementation Plans for new or revised processes. • Created new starter training material for the Process Improvements – Operational Excellence department and assisted in new starter training. • Lean Six Sigma accredited and trained to Green Belt level. For my latest project, I identified inefficiencies within Process Improvement – Operational Excellence’s work management approach and applied my training to create a more efficient approach, with FTE savings and a highly reduced risk of errors. • Worked on a Green Belt project improving Customer Contact strategies within Mortgage Collections and Recoveries up until the Cheltenham site closure.• Provide consultation and planning strategies for migration of Process Improvement and Process Documentation responsibilities to other departments due to site closure.

Cheltenham, Uk

• Assessed customer interactions across the entire YBS Group, to ensure appropriate handling of customer’s complaints and fair treatment of vulnerable customers within the YBS Group. • The Financial Conduct Authority interviewed me as a representative of YBS’s commitment to ensure appropriate outcomes for customers. I received great feedback, giving them the assurance they were looking for. • Created dashboards & executive summaries for our business partners which provided insight on areas for development, including training and process improvement opportunities. • Designed BAU Score Cards, Heat Maps and Dashboards from the ground up, replacing previously hidden calculations and ambiguous thresholds, to enable us to draw out a true picture of our findings that could be clearly understood and utilized by our stakeholders.• Designed bespoke Score Cards for bespoke Deep Dive investigations that asked the right questions to ensure we were pulling out the appropriate details for specific customer experience reviews.

Cheltenham, Uk

• Managed a team of nine people in Customer Relations as part of a secondment. • Successfully managed a remuneration project reassessing previously rejected PPI cases after a high volume of records were recovered. • Interviewed new starters and developed them to become a highly achieving and essential part of the Customer Relations function. • Lead my team to become one of the most productive in Customer Relations across all Yorkshire Building Society sites. I achieved this by enabling staff to self-manage, encouraging team members to set their own targets and encouraging them to challenge themselves.

Cheltenham, Uk

• Responded to customer complaints from all areas and worked with the Financial Ombudsman Service, responding to any queries or challenges to the complaint outcomes YBS had provided. I designed a training program and new starter’s pack for the team and personally had the lowest amount of Ombudsman overturns in the company.

Cheltenham, Uk

• Answered mortgage, product change, further advance, term-change and redemption queries. I was promoted to Senior Agent with additional responsibilities. I received awards including Best Customer Service and Customer Contact Agent of the Year.