OUTLINE: Responsible for supporting HSBC's strategic change priorities through delivery of key projects and change initiativesRESPONSIBILITIES: Manage and support the shaping and delivery of change; Involvement throughout the full change lifecycle, responsible for executing plans, removing impediments, managing requirements and testing outcomesDrive continual improvement through making manageable improvements through change managementACHIEVEMENTS: Lead project to migrate HSBC Underwriting teams to new telephony platform. Project spanned 18months, 50+ customer journeys, impacted 300+ agents working in six sites across three countries and two continents.Supported HSBC Unsecured Lending Team as Scrum Master to deliver process and service improvements to Credit Card Disputes process throughout Covid pandemic using Agile methodologies. Introduced self-serve/digital dispute process for first time to help deal with increased demand.

OUTLINE:Responsible for leading on local change initiatives and providing SME/technical support on larger optimisation programmesRESPONSIBILITIES:Manage small/local change initiatives across Secured and Unsecured Underwriting for 4 Brands - HSBC, First Direct, M&S Bank, John Lewis Financial ServicesSelf-identify opportunities to improve processes and procedures and implement/deliver accordingly Represent department in large scale projects, ensuring business readiness and overseeing delivery