Paulo Pinto Email & Phone Number

Harrogate, Gb

Leeds, England, United Kingdom

Leeds, United Kingdom

Crafting new Onboarding experiences (originations) for UK brands - HSBC, M&S Bank, First DirectCoaching and supporting junior analystsBDD coaching

Leeds, West Yorkshire, United Kingdom

GDPR implementation in digital journeysOnboarding (originations) for UK brands - HSBC, M&S Bank, First Direct

Leeds, United Kingdom

Stocks & Shares Online ISA Application for Prudential (Pru) - £2m project for the delivery of a Digital ISA application and management portal - formerly a pure paper-based process.- B2B & D2C propositions- Integrated with Legacy systems to provide full straight-through-processing (STP)- Worked with a team of 3 IT BAs, 8 Developers, 4 testers and 3 external web developers• Ran numerous requirements gathering workshops with internal and external stakeholders• Produced 9 BRDs with 1,200 individual requirements• Produced ‘To-Be’ process maps• Worked with IT in backlog prioritisation and sprint planning (waterfall business vs. agile IT)• Performed full traceability of 20+ Funcional specifications• Performed GAP Analysis on IT progress, running ahead at risk in lieu of signed-off requirements• Worked external agency, storyboarding and prototyping wireframes• Provided Ad-hoc PM cover, weekly meetings, client visits and RAID updates• Ran Show & Tell sessions with external client to capture feedback and manage change requests• Supported Testing teamOther Projects:• Implementation of PEGA for workflow outsourcing - scope definition, requirements elicitation, process mapping, transitional business processes, exceptions and business readiness.• Tax reporting functionality – Requirements gathering, Data Warehouse, Report Specification for presentation on MS Power BI• Regulatory updates to Risk and TCF, MiFiD II & IDD

City Of London

Supported three Digital Product Owners, across various deployments- Bankline Security Awareness Review – Worked with Product Owners, Marketing and External Agencies to devise a Digital Training module for customers on Fraud prevention. Worked on all stages, from paper form into wireframes and build.- Produced performance packs for reporting upstream to Leadership teams.- Produced wireframes for tactical solutions, to improve customer journeys on Business Brochureware pages.- Participated in Customer Testing sessions for Mobile and Online Business Lending prototypes, to help shape and define optimal customer journeys.- Worked with external agencies to produce Marketing material (videos & hand-outs) https://youtu.be/kotJ15oSmFg & https://youtu.be/QvoqMImS_UI - Re-developed the Business & Commercial Digital Intranet support site, to assist Frontline staff in embedding our Digital offering. Worked across B&C Digital (Mobile, Service and Sales), B&C Making it Simple, Group Operations Change Corporate Banking Self-Service, B&C Branch Channel Managers, Regional Implementation Managers, B&C Comms and Retail Digital colleagues.- Produced guides, process maps and FAQ’s to build a knowledge database for Relationship Managers and their support teams. The site traffic increased from c.9,000 page views with c.1,400 unique visitors per month, to an average of c. 13,000 page views and c.2,200 unique visitors per month.- Managed an internal Digital Team mailbox, which received a high number of complex queries a month from Frontline colleagues

Edinburgh, Scotland, United Kingdom

Telephony Transformation Programme. Large programme of work (c.£50m) designed to enable NatWest, RBS and Ulster Bank to serve telephony customers in a more efficient, effective and helpful way. It provided virtual call centre technology within UK sites, a more integrated, web-based Desktop software to replace an out-dated legacy system (Early Cloud), Voice Over IP (VoIP) Infrastructure integrated with Cloud based software, and an enhanced Interactive Voice Response (IVR) service.Key contributions:- Customer Journeys- Prototype Usability Testing- Business Case Benefits Validation- Use Cases- Implementation Preparation- Pre-UAT, UAT & SIT for Desktop client & IVR service- Training- Business Process Diagrams- Agent Role Profiles & Scripting Review- Transitional Business Processes- Implementation & Defect Management

Southampton, United Kingdom

NatWest Telephone Banking- Managed teams of between 10 to 15 people to cover for Manager’s holidays or absence, ensuring high performance was maintained and staff supported- Responsible for ensuring Customer Service Agents delivered a first class service to customers through regular quality checking, coaching/feedback and process confirmation, under the LEAN Principles.- Contributed towards new ideas and cost reduction techniques, as part of the local CI targets.- Created an open environment with Agents for receiving and challenging feedback.- Actively managed and aimed to resolve 85% of all Customer Complaints within 48 hours of receipt. - Worked closely with Risk and Fraud teams in order to identify financial scams and reduce risk to the Bank and Customers.- NatWest Telephony and Lead Income Generation.- Carried out fraud prevention checks on payments up to £10,000

Plymouth, United Kingdom

Worked as part of a team of 3 LEAN coaches, implementing "LEAN Lite" in call centre, prior to office closure. Worked under challenging circumstances, to keep staff staff motivated. - Provided support and training to around 120 staff, including management. - Carried out over 400 side-by-side call-coaching sessions- Exceeded expected benefits - 14FTE uplift in capacity vs. 10FTE target

Delhi (Gurgaon), India

Designed process diagrams and training material for the outsourcing of clerical processes.Coached and quality checked 80 staff members, in classroom and on a 1-2-1 basis.Assisted senior management in establishing performance metrics, focused on quality.

Southampton, United Kingdom

Delivered training sessions to groups of between 2 to 20 staff.Worked across various departments including: Fraud checks for high risk countries, change of personal details, business mandates, third party and power of attorney mandates, account opening, account closing, regular payments, reconciliations, statements.