Mohammed Modan Email & Phone Number

London, England, United Kingdom

Promoted into expanded role to drive our wider organisational change ambitions.

London, United Kingdom

Joined young, agile and forward-looking organisation regulating business costs for MPs and their staff. Employed as Programme Lead for Unit 4 ERP - formerly Business World/Agresso - supporting greenfield implementation replacing discrete legacy HR, Finance, Expense and Payroll systems.Led and delivered seamless upgrade of our ERP to Milestone 7.7 on time.

London, United Kingdom

• Transferred to joint-venture, private sector company delivering high quality business shared services to the public sector. Led a team of 130 staff supporting a client organisation of 45,000 employees responsible for.
• Reduced headcount by 42% over two years whilst maintaining contractual service levels
• Reduced time-to-hire Special Constables by 50% through continuous improvement
• Introduced customer contact handling regime eliminating associated complaints by 100%
• Led 130 staff through outsourcing and redundancy whilst maintaining client service delivery
• Delivered ambition to recruit 5,000 Police Constables and received Deputy Mayor's award

London, United Kingdom

• Asked to lead and improve new team comprising 70 staff offering 24/7 multi-channel HR contact and transaction processing facility providing HR advice and guidance to 50,000 employees, open 365 days a year. Also led.
• Reduced average call waiting time from 40 minutes to 30 seconds and received Excellence Award nomination
• Launched Single Number to consolidate helplines for HR, Finance, IT and Property into Single Point of Contact improving employee experience using ‘voice of the customer’ feedback
• Introduced ‘Customer Service Essentials’ training for all back office functions to improve consistency and quality of employee customer experience
• Implemented innovative solution to reduce contact centre demand by 50% through the introduction of automated sickness reporting
• Removed ‘waste’ demand by using Self Service alternative saving 100s hours work

London, United Kingdom

• Invited to support transformation programme to create Shared Service model leading several projects to re-define business processes, establish reporting requirements and re-design intranet presence into an integrated.
• Matrix-managed 30 staff working with Policy Owners/Subject Matter Experts to deliver 400 revised business processes on time to inform new technology and organisation design
• Designed employee-centric PeoplePages website replacing 40 disconnected sites. Achieved 800,000 employee hits per month reducing unnecessary calls to contact centre

London, United Kingdom

Promoted to lead new help desk offering fault resolution and change management. Processed 250 changes per year delivering complex changes through 3rd party supplier. Authored enhancement strategy, released Self Service to 50,000 employees and oversaw upgrade to Oracle Version 11.5.9.

London, United Kingdom

Managed report development work stream consolidating requirements from five legacy systems into process and Management Information reports on Oracle Discoverer platform, and develop optimised underlying End User Layer. Led design, build, test and deployment of reports into Production environment and managed business user expectations. Developed IT solution.

Information Technology And Security Management

Computer Systems - Sales And Marketing

Business And Finance