Richard Patrick Email & Phone Number

I was hired to lead BA activities on a project to close down and decommission existing PPI operations and define the future operating model for any PPI-related work.I developed the new solution to access closed loan data, eliciting detailed business requirements for the new data solution and working closely with 3rd party suppliers. Highlights from my role include:• Defined and implemented new payment processes for enduring operating model, working with multiple business functions to map as-is and to-be payment processes• Generated significant savings per year in costs charged to organisation, delivering PPI-related project on time and under budget as part of key project team• Delivered operating model solution ahead of schedule, with wider project delivering reduction of 2000 FTE

Nottingham, United Kingdom

infrastructure with Genesys Omni-Channel platform; undertaking the Lead BA role on several programme workstreams across the full project lifecycle.I held full accountability for ensuring alignment of NICE WFM solutions to business needs, working with a virtual team of multiple business stakeholders and full IT development teams in E. ON and Genesys.Highlights from my role include:• Developed new digital channels including Chat and Messaging for website and mobile app together with omni-channel integration with Facebook and Twitter• Devised ‘rapid workshop’ approach, leveraging Agile principles to quickly size and prioritise features for delivery• Led BA activity to replace three existing call recording platforms with single NICE Engage call recording solution to deliver 100% call recording compared to 20-30% from legacy solutions• Delivered over 200FTE savings in operational efficiencies for organisation

Coventry, United Kingdom

After working across retail banking for 15+ years, I moved into Business Change and Business Analysis in 2002, progressing through a series of roles before undertaking the role of Lead Business Analyst in 2006. I also took on the role of BA Practice Lead Director for 12 months to cover sickness.I worked on a wide range of projects, collaborating with business areas to establish goals and clear business requirements and to deliver customer-focused operational and technical solutions. This includes delivering the International Mobile Banking project, Government Identity Assurance programme, fraud system improvements, Consumer Credit Act remediation and legacy CRM system replacement.Highlights from my role include:• Led on all BA activities with teams of up to 15+ BAs, providing strong leadership for up to 20 direct reports and achieving top A* ratings at annual performance review in 5 years of post • Spoke 3 times at European Business Analysis Conference, delivering on topics including ‘Leading and running a BA Practice’ to Analysts from around the world• Developed a 2-day Business Analysts induction course, delivering face-to-face training to 200+ Business Analysts and colleagues