Responsible for leading a small team of analysts providing insight to operational functions· Proactively engaging stakeholders to promote a culture of data-driven decision making· Leading the team to build analytics solutions using SQL Teradata and Tableau· Successfully managing end to end project delivery including understanding requirements, stakeholder management and development of analytics solutions

Responsible for working with operations to build effective process performance metrics· Lead Analyst for the Processing Services stream. Leading a culture of data driven decision making within the Contact Centre and wider Processing Services Team· Building the Contact Centre from a business unit relying on manual reports to a fully automated, insightful and visual display of performance metrics at both a business and individual level· Building and Maintaining workload and FTE forecasts and providing workforce planning management

• Business Analysis• Stakeholder Engagement• Budget and Capacity Planning• Using SQL and Tableau to provide 'value-add' visualisation for stakeholders

• Business Analysis• Stakeholder Engagement• Budget and Capacity Planning• Using SQL and Tableau to provide 'value-add' visualisation for stakeholders

• End to End Workforce Management• Forecast Workload• Reporting• Real Time Analytics• Stakeholder Engagement

• Investigating client transactions, post settlements queries (disbursement of funds) and client collateral position• Responding to enquiries and requests from mortgage brokers, lenders, solicitors and branch managers• Oversee correct processes in respect to loan applications, discharge of mortgage and home loan maintenance• A member of multiple ‘Project Teams’ to improve customer service and internal processes• Relief Team Leader, managing a team of 12 members• Training and mentoring of new and existing staff members• Customer service, often educating the caller and dealing with customer complaints

• Independently managing and controlling ticket machines, ensuring enough change is on hand• Working as a team of accountants to keep accurate records of all incoming & outgoing funds• Obtaining security licence in order to specialise in cash in transit• Following strict procedures in the counting & sorting of council funds for banking• Preparing and delivering funds for banking• Liaising with local councils