Joined the Sales Transformation Programme, which was replacing Lookers legacy sales platform with a new SalesForce platform. I had various tasks on the programme, which were:• To ensure the new system has the capability to produce MI reports and performance dashboards for the business. To do this I interviewed various product owners from throughout the business and documented their reporting requirements. I then worked with a third party to ensure these reports were built in the relevant… Show more Joined the Sales Transformation Programme, which was replacing Lookers legacy sales platform with a new SalesForce platform. I had various tasks on the programme, which were:• To ensure the new system has the capability to produce MI reports and performance dashboards for the business. To do this I interviewed various product owners from throughout the business and documented their reporting requirements. I then worked with a third party to ensure these reports were built in the relevant solution (e.g. CRMA or SalesForce core cloud reporting)• Documenting requirements and creating process flows for new telephony software being introduced to the call centres• Creating new process flows to aid the business post go live. For Example: - SalesForce Access Management – How licences are used and released - Change & Release Management – How system changes are implemented Show less

• Urbanbubble is a property management company which provides an end-to-end service for landlords and residents. I was brought into the business to process map the entire company using the software Promapp, this enabled Urbanbubble to streamline processes and plan for future expansion. Some of the process areas covered included, Accounts, Human Resources, Lettings & Maintenance

Senior Business Analyst working on the following projects:• Fibre Nation Migration – The movement of a customer base of one technology stack and onto another with a different internet provider• Freedom Fibre – Upgrading a pilot process, putting in place a tactical SalesForce process which allowed the business to upscale the volume of connections they could service.Both projects required new business & technical processes to be designed and implemented along with business &… Show more Senior Business Analyst working on the following projects:• Fibre Nation Migration – The movement of a customer base of one technology stack and onto another with a different internet provider• Freedom Fibre – Upgrading a pilot process, putting in place a tactical SalesForce process which allowed the business to upscale the volume of connections they could service.Both projects required new business & technical processes to be designed and implemented along with business & technical requirements documented to support training and the system build. Show less

Lead Business Analyst/Delivery Manager for the launch of the following products:• Pet migration of back book and launch of new product with another partner• Term life• Life Over 50's• Pay as you drive• Fixter (Car MOT service product)Activities on the above projects involved requirements gathering, process mapping, workshop facilitating, chairing working groups & steering groups and the creation of project governance documentsLead Business Analyst on the… Show more Lead Business Analyst/Delivery Manager for the launch of the following products:• Pet migration of back book and launch of new product with another partner• Term life• Life Over 50's• Pay as you drive• Fixter (Car MOT service product)Activities on the above projects involved requirements gathering, process mapping, workshop facilitating, chairing working groups & steering groups and the creation of project governance documentsLead Business Analyst on the Complaints Programme• Delivered the capability for Co-op Group to manage CISL complaints• Produced detailed business requirements• Multiple level process maps• Created training materialLead Business Analyst working on the GDPR Programme. • Responsible for implementing the rights of the data subject. This was done by;• Facilitating working groups• Designing & implementing new business processes• Impact assessment on projected volumes• Overseeing business readiness activities, which included;- The creation of a new GDPR suite of response letters- Introducing the ability to capture and process requests verbally- Supporting training team in developing material and aided roll out via classroom based training Show less

Senior Business Analyst, established a business process architecture covering Bupa UK (Insurance, Care Homes & Clinics), as well as business analysis activities on various change projects.• Developed a process architecture framework detailing the core value chains and capabilities that make Bupa work • Conducted an extensive process mapping exercise using BPMN techniques, covering Bupa UK & Bupa Global documenting all high profile processes aligning them to Bupa’s process… Show more Senior Business Analyst, established a business process architecture covering Bupa UK (Insurance, Care Homes & Clinics), as well as business analysis activities on various change projects.• Developed a process architecture framework detailing the core value chains and capabilities that make Bupa work • Conducted an extensive process mapping exercise using BPMN techniques, covering Bupa UK & Bupa Global documenting all high profile processes aligning them to Bupa’s process architecture• Managed a process analyst team of contractors to process map as-is and to-be processes aligned to the new framework• Process control walkthroughs, identifying risks on business processes and developing controls to mitigate them • Reviewed project mandates\change requests to identify impacted processes and highlight any duplication of effort• Led the MI workstream on a change programme to develop a number of reporting dashboards covering risk control performance metrics and various other sales performance indicators.• Led the Process workstream for the Complaints Transformation Programme. Produced new processes to embed new FCA regulation• Facilitated numerous requirement gathering workshops to aid the development of new IT systems using Agile Methodology Show less

Senior Business Analyst on the PPI Risk & Remediation Programme contributing to a number of projects all aimed at proactively seeking to redress customers who may have been mis-sold PPI.• Projected managed two projects from initiation to delivery: - Introduction of Comparative Redress for Direct Finance Loans - Redesigned operational BAU to support a large mailing• Process mapped a new BAU To Be processes• Created Business Requirements… Show more Senior Business Analyst on the PPI Risk & Remediation Programme contributing to a number of projects all aimed at proactively seeking to redress customers who may have been mis-sold PPI.• Projected managed two projects from initiation to delivery: - Introduction of Comparative Redress for Direct Finance Loans - Redesigned operational BAU to support a large mailing• Process mapped a new BAU To Be processes• Created Business Requirements Documents• Oversaw the transition of operational processes from RBS UK to RBS India• Sourced data from multiple third parties, including a large scale transfer of data from microfiche to digital• Chaired daily Operational Readiness meetings for all proactive projects Show less

Business Analyst supporting the Head of Project Investment to manage the funding requirements of Retail Bank’s project portfolio• Led investment of funding/cost review of Retail Bank in flight projects• Challenge Project Managers on project plans & cost• Provide recommendations to the Director of Retail Bank on how to proceed with projects, (stop, start continue etc)• Develop strategic planning methodology and build model to prioritise projects to deliver

Business Analyst delivering transformation within the business• Established & managed Risk & Issue governance process• Developed business readiness plans• Developed Customer & Colleague perspective roadmap for major change initiatives• Developed transformational journey via a customer & colleague’s lens

Lead Business Analyst for a new sales channel • Designed, built and maintained all MI used to monitor Bancassurance Financial Advisers activity• Target setting and Planning (Regional and Channel level)• First point of contact for all Bancassurance queries from pay to performance• Deputised for head of channel in various meetings – Weekly trading meeting / Strategic steering groups.• Process improvements – Incentive scheme allocation across Branches, Customer transfers and… Show more Lead Business Analyst for a new sales channel • Designed, built and maintained all MI used to monitor Bancassurance Financial Advisers activity• Target setting and Planning (Regional and Channel level)• First point of contact for all Bancassurance queries from pay to performance• Deputised for head of channel in various meetings – Weekly trading meeting / Strategic steering groups.• Process improvements – Incentive scheme allocation across Branches, Customer transfers and Realignment• Developed new incentives for Bancassurance & tracking mechanisms - ISA campaigns, Protection campaigns• Communications for the Channel• Liquidity tracking• Capacity planning Show less

Benefits Realisation Manager for the Customer Management & Data Programme• Defined and created a Benefit Realisation Strategy – This outlined the approach the programme took to ensure all benefits are realised and tracking ownership is transferred into BAU.• Developed a series of benefit profiles for all projects within the programme – These profiles identified: - Business Owner – Person responsible in the business to own the benefits - Benefit Drivers –… Show more Benefits Realisation Manager for the Customer Management & Data Programme• Defined and created a Benefit Realisation Strategy – This outlined the approach the programme took to ensure all benefits are realised and tracking ownership is transferred into BAU.• Developed a series of benefit profiles for all projects within the programme – These profiles identified: - Business Owner – Person responsible in the business to own the benefits - Benefit Drivers – The KPI’s that will drive the benefits - Baseline Data – What success is being measured against - Data Source – Where the MI comes from to track the benefits - Benefit Calculation• Built tracking models – Used to collate the MI to track the benefits and to enable further analysis.• Transferred ownership to BAU – Working with the Business Owners to embed the tracking mechanism.• Programme Dashboard – Reports at a high level all benefits versus their forecasts and is used to measure the success of the programme. Show less

Management Information & Benefits Analyst withing Change Management working on a Claims Transformation Programme.• Developed and tracked 30+ benefits initiatives which delivered c.£55m in benefits over two years.• Developed a secondary indicators pack for trend analysis. • Successfully transferred ownership of benefits tracking process to BAU enabling future benefits to be realised.• Developed performance management process for GI Claims.• Supported GI Claims in the… Show more Management Information & Benefits Analyst withing Change Management working on a Claims Transformation Programme.• Developed and tracked 30+ benefits initiatives which delivered c.£55m in benefits over two years.• Developed a secondary indicators pack for trend analysis. • Successfully transferred ownership of benefits tracking process to BAU enabling future benefits to be realised.• Developed performance management process for GI Claims.• Supported GI Claims in the development of a weekly MI pack for home & motor Claims Show less

Business Analyst within General Insurance delivering small/medium sized projects• Various small/medium sized projects.• Developed Management Information reports & systems.• Access Database developer & administrator for General Insurance.• Local Area Network administrator