Nanouk Harper Email & Phone Number

Horwich, Gb

Greater Manchester, England, United Kingdom

Manchester, United Kingdom

Resource and Planning, Remediation Operations/PPII produced short and medium term volume, resourcing and recruitment forecasts for teams based in Manchester, Bristol and Chennai.I interrogated operational performance data to identify and analyse trends, produce forecast scenarios based on variable criteria, supported internal change and analysed headcount requirements. I was responsible for the construction, development and maintenance of individual forecasting models, as well as… Show more Resource and Planning, Remediation Operations/PPII produced short and medium term volume, resourcing and recruitment forecasts for teams based in Manchester, Bristol and Chennai.I interrogated operational performance data to identify and analyse trends, produce forecast scenarios based on variable criteria, supported internal change and analysed headcount requirements. I was responsible for the construction, development and maintenance of individual forecasting models, as well as ensuring they met internal standards and that forecast accuracy remained within established thresholds. Show less

Manchester, United Kingdom

Whilst part of the Operations Capacity Management team, I deleivered a 4 and 12 week out predicted volume forecast to the RBS Retail Processing teams each week with a consistent 5% or less variance. I also designed and deployed operations management and volume recording tools to operational units within the Bank.

Bolton, Greater Manchester

Whilst a Process Manager within Process Management and Documentation I managed a portfolio of sensitive customer processes for the Royal Bank of Scotland (RBS) and NatWest Bank (NWB) that services approximately 135,000 cases in per annum and are followed by 230 staff. I was required to:Effectively manage the implementation, documentation and communication of changes to these processes, review all mandatory and regulatory policy changes dictated by both internal departments and external… Show more Whilst a Process Manager within Process Management and Documentation I managed a portfolio of sensitive customer processes for the Royal Bank of Scotland (RBS) and NatWest Bank (NWB) that services approximately 135,000 cases in per annum and are followed by 230 staff. I was required to:Effectively manage the implementation, documentation and communication of changes to these processes, review all mandatory and regulatory policy changes dictated by both internal departments and external agencies and determine how the process is affected and what process and documentation changes are required, using a defined and structured change methodology. Take full responsibility for the control and prevention of financial and reputational loss, the mitigation of risk, such as fraud and error and the maintenance and improvement of a process.Develop and maintain relationships that cross organisational and hierarchical boundaries, and to communicate and influence at all levels.I was also responsible for the maintenance and communication of customer facing forms and letters across the Group, all of which must adhere to strict formatting guidelines and be approved by the Groups Legal and Risk functions. Show less

As a Process Documentation Analyst I authored and maintained a suite of over 17,000 process flow charts documenting the operational processes for the NWB and RBS service centres in the UK. I used the Casewise Corporate Modeller suite to do this, and took a two day training course with Casewise in February 2007 for the use of their 10.3e version.Whilst a Process Documenter, I learnt how to logically present information in an easy to understand, visual format, how to convey complex ideas to… Show more As a Process Documentation Analyst I authored and maintained a suite of over 17,000 process flow charts documenting the operational processes for the NWB and RBS service centres in the UK. I used the Casewise Corporate Modeller suite to do this, and took a two day training course with Casewise in February 2007 for the use of their 10.3e version.Whilst a Process Documenter, I learnt how to logically present information in an easy to understand, visual format, how to convey complex ideas to an audience of mixed ability and how gather detailed process information from a variety of sources and convert it into a standardised process. Show less

In a customer facing branch role I was targeted on product sales, customer satisfaction and control measures. I also worked in a clerical, ‘back office’ role, in which I successfully reconciled a number of suspense accounts on a daily basis and provided error prevention coaching to RBS branches across the North West of England.

Diploma, Literature And Creative Writing

Activities and Societies: Member of the Student Council, Live Action Roleplay Club, Contributor to the student paper Studied a joint.

A-Levels, A-Levels And Gcses

A-Levels in: English, Biology, General Studies A/S Level in Psychology GCSEs include: Maths, English Language and Literature, Computer.

Education record