Nicola Chapman Email & Phone Number

United Kingdom

United Kingdom

Helping retail banking clients to transform business outcomes through design and delivery of enhanced customer propositions, operational excellence initiatives and digital solutions.• Client leadership; advising senior banking clients on UK and global market developments and their responses, building trusted and ongoing relationships• Experienced SME; using 20+ years of retail banking, mortgage and transformation experience to guide solution development, capability building and… Show more Helping retail banking clients to transform business outcomes through design and delivery of enhanced customer propositions, operational excellence initiatives and digital solutions.• Client leadership; advising senior banking clients on UK and global market developments and their responses, building trusted and ongoing relationships• Experienced SME; using 20+ years of retail banking, mortgage and transformation experience to guide solution development, capability building and client outcomes• Engagement leadership; owning client engagements from initial shaping and planning through to delivery, ensuring quality of results and team engagement to achieve client satisfaction• Team leadership; leading diverse teams from small, specialist engagements to large-scale complex transformation across functions and geographies• Commercial leadership; developing complex pricing structures and managing budgetary performance to achieve financial targets• Business development; developed tailored proposals and delivered compelling pitches to achieve annual sales targets, fostering ongoing relationships to continue building out key accounts• Building consulting practice capability; leading team recruitment, coaching and mentoring team members and creating reusable materials for key accounts, solutions and engagement approaches Show less

Partnering with senior client stakeholders to understand business challenges and develop innovative and tailored digital solutions to shape strategy and deliver tangible business benefit. Created design for new digital propositions, initiating client presentations to showcase capabilities, increasing business development opportunities and client engagement through the pre-sales process

Planned, designed and shaped business, brand and technology initiatives to expand opportunities for growth, increase customer satisfaction and service delivery across mortgage origination operations, intermediary service, online savings, customer experience, bank separation and multi-channel Distribution Strategy

Direct support to the COO, acting as first line to investigate and resolve operational and departmental issues, manage workload prioritisation, represent COO with industry groups, identify improvement opportunities and oversee departmental budget

Leading realisation of operational performance and process improvements through an enterprise-wide current state assessment and Target Operating Model definition, evaluating and documenting “As Is” and “To Be” processes and customer journeys and improving processes and customer experience through identification and delivery of “Quick Win” opportunities

Reporting to C-suite driving high-profile, projects leading up to and in the aftermath of the run on the bank, including managing a portfolio of asset sales, set up and control of the corporate data room, coordinating essential contingency and restructure planning exercises governing bodies and leading HR back-office processes to aid the company’s restructure program

Managed £6m project budget and support to two major IT-managed corporate projects

Providing Project Management consultancy to major clients within the telecoms industry

Joined this developing company to facilitate the expansion of their existing management consulting business and develop and roll out their new software to leading clients

Seconded as Project Manager to two major clients, overseeing significant portfolios, managing third party contractors, plans and budgets to ensure on time delivery of objectives to cost