Nanouk Harper Email & Phone Number

Currently the Resource Planning Officer for PeoplePlus, leading the development of a resource planning model and methodology for the Restart programme in Wales, the North East and the Home Counties. Forecasting Analyst, E.ON Energy. February 2021 – Present (dual role)Duties and Deliverables: -Producing an accurate weekly forecast for Live Chat, Email and Social Media channels, accounting for seasonal variation, operational changes, and regulatory changes. -Create scenario modelling for large scale changes – E.ON Next customer migration, opening hours changes, channel changes. -Contribute to the maintenance of the Mid Term Plan for resource budget. Manage relationships with operational leaders, project teams, finance partners and planning colleagues. Strategy & Change Analyst, E.ON Energy. June 2015 – PresentDuties and Deliverables: -Supporting mid to large scale operational change by assessing and validating the impact of change on the MTP, operational metrics (FTE, Demand, Shrinkage, AHT), producing cost/benefit analysis, scenario modelling and impact mitigation plans. -Collaborate with project teams, change leads, operational managers, and other stakeholders to agree change delivery and impacts, and track benefit delivery. -Facilitate and Challenge strategic change proposals.Previous roles:Resource and Planning Analyst, Royal Bank of Scotland Group. February 2012 – March 2015Duties and Deliverables: -Analyse performance trends to produce short term demand, resourcing and recruitment forecasts operational centres based in Manchester, Bristol and Chennai. -Maintaining 5% margin of error for forecasts affecting 460k customer instructions and 550FTE per week.-Impact assessed operational changes with a potential impact of >5FTE / £105k p/aProcess Management & Documentation Analyst, Royal Bank of Scotland Group. September 2003 – February 2012Duties and Deliverables: -Owned operational processes for Account Opening, Account Closure and Customer Estates/Deceased Customers for Nat West and RBS banking brands, with responsibility for process efficiency and improvement, customer journey and supporting documentation.-Maintained processes in line with bank policies, external regulation, and differences between English and Scottish law.-Authored business process architecture flowcharts that acted as process documentation for ~20,000 operational staff. Acted as key stakeholder for approval of operational change. -Responsible for customer facing form and letter design.

Listed skills include Stakeholder Management, Banking, Business Analysis, Process Mapping, and 25 others.