Project managed successful delivery of complex bathroom renovation projects, specialising in wetroom installations and adhering to British Standards

Responsible for delivering complex business and IT change across the UK bank including First Direct and M&S. I led small to medium sized projects from £250k to £5M and took ownership of work streams on larger change programmes working to PMP and Agile methodologiesProjects included :-• Marketing Print Services - Responsible for transitioning 3rd party suppliers for the bank’s UK marketing print contract.• Client Tax Reporting - Foreign Accounting Tax Compliance Act (FATCA) and Common Reporting Standard (CRS) - Responsible for delivering the UK Commercial and Corporate Banking aspect of this complex global regulatory change programme to tackle tax evasion. Working with the Commercial banking operations teams and Global Tax I led the implementation of new account opening processes to capture tax status using IRS documentation and carried out a remediation exercise to validate existing customers.• HSBC Online Mortgage Experience (HOME) - A highly complex, transformational project to deliver an industry leading, end to end mortgage application platform which enables customers to complete a full mortgage application as well as have a repository of all their documentation. It also enabled the banks operations and third- party providers to manage and track progress of the application.• Payment Services Directive D+1 - An industry wide regulatory project to ensure customer-initiated payments are received by the beneficiary within 2 working days.

Working as part of a small team in the Corporate Banking Centre for Yorkshire and North East, providing customer service and account management to the banks Corporate clients.

Responsible for managing the relationship of Collections operations offshore that perform the back office functions of UK operations.

Inbound and Outbound telephony support for customers in financial difficulty.