Pavan Sharma Email & Phone Number

Birmingham, England, United Kingdom

-Key SME/Business Contact for digital Mandates journey and building strategic proposition for Commercial Bank-Created a dashboard showing key Branch data points to support Branch strategy-Journey ownership of key Servicing Journeys (Mandates, Closures, Internet Banking, Refunds) for Commercial Customers. -Delivery of data-led improvement initiatives targeting operational performance efficiency, positively increasing customer experience (reducing complaints)) as well as ensuring legal and regulatory complaints.-Led on integrating Risk Controls Self Assessment framework for Business Banking (1mill+ customers)-On-going maintenance of Colleague support collateral (training guides, process pages, improvement backlogs) as well as implementation of colleague feedback.-Improved First-touch resolution rates in the inbound telephony center through the delivery of various experiments, test and learns, and tactical changes-E2E handling of key regulatory complaints working alongside legal, risk, and business partners

Wolverhampton, United Kingdom

-Managed review and implementation of colleague improvement suggestions (Bright Ideas) in order to improve Lending Operations. Led improvements in communications with Relationship Managers, implementing PEGA workflow improvements and improving colleague guidance/training packs, etc-Responsible for Cultural Pillar for commercial "people plan" promoting and championing Cultural awareness, diversity, and BAME initiatives. Developed Cultural calendar, organized key speakers, and supported in making internal career opportunities available for BAME colleagues.

Birmingham, England, United Kingdom

-Maintained comprehensive forward schedule/view of change impacting Payments operations -Partnering with Risk, Legal, and Operational teams to ensure all changes undergo appropriate Impact Assessment-Developed automated reporting of change using visual basic saving significant colleague effort which could be redeployed to more value add activity

Birmingham, United Kingdom

-Led Customer Experience Pilot in Trade Services to improve relationships with high-value or high-cost clients in order to reduce complaints, errors in product applications, and upskilling on Trade Products. -Partnered with Legal as key SME to draft documentation to support ring-fencing of Trade Services-Created bespoke training and presentation material to promote the bank's Trade products-Supported Time & Motion study of Trade Services process analyzing processing times to recommend process changes to senior stakeholders.

Birmingham, United Kingdom

-To assist the Sports Marketing and Development Officer with the effective marketing and promotion of the sports facilities, programmes and services, including the production and distribution of effective marketing and promotional materials, the development of the Sport Aston web site and internal signage and notice boards within the sports centres.-To assist with direct targeted sales campaigns aimed at maximising income from To contribute to the development of the sport and recreation programme to provide maximum opportunity for participation by students and staff of the university and its wider community and to effectively utilise available facility space.-To provide support to the Athletic Union Clubs and individual performers by helping to co-ordinate the provision of sport specific coaches and the development of a coach education programme.-To provide administrative assistance as required undertaking routine administrative tasks including preparing banking, processing membership applications and maintaining databases.-To organise, promote and manage special events, tournaments and competitions as requested by the Sports Marketing and Development Officer.-To assist with the distribution of marketing materials including some door to door delivery work and handing out materials on campus.-To staff the Sport Aston information stand at University and Departmental Open Days, Fresher’s events and other special events as necessary.-To assist with the promotion and operation of events at the Outdoor Recreation Centre as required.-To provide cover on reception at the Sports centres or the Outdoor Recreation Centre as needed.-Undertaking routine clerical/administrative tasks as required.