Petrina Wright Email & Phone Number

Sheffield, England, United Kingdom

Sheffield, England, United Kingdom

Sheffield, England, United Kingdom

Part of the team responsible for the HR Reporting tool. My role was to facilitate the relationship between the development team, a global team of Business Analysts and the users of the system. The application provides services (ad-hoc queries /dashboards / line by line reporting) using employee data covering HSBC entities worldwide.- Scrum Master – running the daily scrum for the development team. Identifying and managing blockers and capacity tracking.- Management of sprint planning and prioritisation. Reviewing backlog issues, determining the business value and the purpose of requirements and managing expectations of the business.- Requirement refinement and elicitation: Ensuring requirements are fit for purpose, complete and necessary. Assessing requirements against product strategic goals, whilst working to continuously improve the processes that support our delivery.- Case Management – The management of defect triage and customer communication logged via the HR Case management took Responsible for identification and management of high priority issues through to resolution. - Responsible for the successful delivery of the annual security audit and the relationship between the team and the external auditors.

Sheffield, United Kingdom

I worked within Payments Europe as a Solutions Analyst focusing on the regulatory Payment Services Directive II. The PSD2 programme introduced new regulations requiring Banks across Europe to open up customer data to third parties using APIs, as well as introducing many operational changes affecting both technology/systems and processes.Key Responsibilities:- Lead analyst for Phase 1 working across all HSBC EU PSD2 projects, responsible for delivering clear guidance on requirements and regional deliveries. - Liaising with HSBC Legal, Compliance and EU Transformation to interpret and elicit requirements from the PSD2 EU directive, whilst taking into account regulatory differences across the HSBC landscape.- Identifying IT systems and processes affected by change, engaging impacted teams and securing resource.- Developing an understanding of IT systems, infrastructure and processes across the HSBC group within short timescales, as well as how they interact. (e.g. Dedicated Payment Systems, Core Banking, Fraud, and Cards.)- Working with technical teams to identify and deliver IT solutions for PSD2 that maintain the integrity, security and availability of our systems when receiving requests from third parties.- Producing key programme documents and acquiring sign offs. - Working with the Digital team to understand customer journeys online, with the aim of replicating these journeys and the associated internal processes using new APIs that pass information to third parties, whilst minimising the impact to our customers (this required gaining knowledge of API standards). - Responsible for Phase 1 PSD2 programme finance, re-forecasting, budget allocation for 9 countries and accounting entries.

Sheffield, United Kingdom

My role was within HOST as a Business/Systems Analyst primarily working on the Customer Due Diligence Programme (CDD) and progressing to Lead Analyst on Common Reporting Standards (CRS).Key Responsibilities:• Translating business requirements into IT solutions for stakeholders by identifying the data points and logic needed to deliver.• Working on regulated global projects and delivering change within the agreed timescales• Gaining a detailed functional and technical understanding of FCC/RC systems, group wide, across all LOBs and documenting this to be used within the programme• Creating and amending functional documents including the Clear Choice, Functional Specification, change requests and estimates• Creating and providing walk-throughs of functional designs used to create technical solutions• Providing support to both the business, technical and test teams and responding to queries and issues promptly and practically• Building and managing effective relationships, both internally and with external suppliers, influencing key decisions with business partners across global business• Supporting Project Initiation, understanding user requirements and helping to define system solutions • Working with external vendors to gain an understanding of their solutions and providing detailed assessments on their suitability for use within HSBC

Leeds, United Kingdom

I was responsible for managing the design of the Verint Speech Analytics Tool, in relation to the configuration and utilisation across the HUB. • Subject matter expert for Speech Analytics, instrumental in the Global implementation of Speech Analytics functionality, including initiating and driving global best practice working group meetings to maximise value add opportunities.• Influential in the global design and implementation tool kit for Speech Analytics• Identifying, interpreting and extracting key performance trends from a wide range of often unstructured and unformatted data sources to inform and guide key strategic decisions and direction.• Designing and delivering in depth analysis across various different departments and areas within first direct and HSBC to promote positive change within contact centres for customer satisfaction.• Providing guidance and training on how to use the Speech Analytics system and how to get the most out of it to users in the spoke team.• Designing and executing targeted searches that bring back the right calls the first time and promptly providing detailed insight to key stakeholders.• Supporting the embedding of any changes to Speech Analytics systems through clear recommendations and insight.• Designing the hierarchy for the new speech analytics solution for the UK, Europe and MENA.• Aligning business strategy to speech analytics through the category building.• Providing best practice and setting minimum standards for Speech Analytics outputs globally.

Working with clients (including HSBC and British Gas), I formed a bespoke set of requirements unique to an organisation and developed a working model that provided them with trending and reporting about the speech data they wished to gather from their calls. Key Responsibilities:• Eliciting, building and testing customer requirements • Creating analytical processes to improve the understanding of trends and influence performance• Improving operational performance• Managing and negotiating SLA’s• Client training • Working as on-site customer support as an ambassador for CallMiner• Understanding multiple client’s organisations, products, processes, rules, regulations and compliance• Building relationships with third party clients• Interviewing, training and managing internal temporary staff• Promoting the use of speech technology and its benefits

I completed the BT Apprenticeship scheme over three years and took on a variety of roles which provided significant experience in different areas of the business over a four year period.These roles included incident management across Solaris and Windows operating systems, change management, IT helpdesk enquiries, installations and SLA tracking.-Dealing with problems and faults that came into our request system on Solaris systems-Finding solutions within SLA timescales. -Carrying out installations on customer sites-Fixing faults both remotely and locally whilst keeping on top of the work stack request queue-Controlling the domain name service requests . Creating training material on an internal wiki and training new members of the team remotely.

Education record

Education record

Education record