Sam Cooper Email & Phone Number

London, Gb

London, England, United Kingdom

The main responsibilities in this role involved:• Responsible for managing the Evora Service Desk mainly focused on supporting the in-house SaaS environmental data and analytics platform SIERA. Providing 1st line root cause investigation of all issues raised by clients or internally. Providing excellent customer service to resolve issues. Establishing SLA’s, KPI’s and MI reporting. Creating a knowledge base and setting up an incident management process. Using both JIRA and Zendesk software.• Responsible for managing the monthly Service Acceptance process (SAP) as new features were added to SIERA. This involved; understanding new feature specifications and communicating them to stakeholders, creation of RACI document, end-user UAT resource identification and training, communication of task timetable, quality controlling UAT test plans, defining and enforcing service acceptance criteria, collaborating with marketing regarding product release client communications and creating and issuing internal comms.• Designed a process improvement process to be used across the department for future roll-out across the business.

The main responsibilities in this role involved:• Specifying business requirements through user-stories for development work to enhance in-house database features. Creating test scripts, conducting UAT and Production testing. • Collating, validating and analysing client occupational space and cost data. Producing benchmark performance reporting in line with agreed timetables to high standards.

London, England, United Kingdom

I was a self-employed trainer delivering in-person and online personal training sessions to private clients.

London, England, United Kingdom

As a Performance Manager within the Performance Team I managed a team tasked with producing performance analytics for Aviva’s illiquid investment funds (indirect real estate, debt etc). My main responsibilities were to engage with the investment side of the business to understand reporting requirements and advise on any analytical requests. As part of the role I was also involved in the implementation of a new internal reporting tool (QlikSense).

My main responsibilities in this role were both operational and service delivery focused. I led a team responsible for the production and delivery of an Income Risk Benchmark Report (IRIS) to Real Estate investors across all global markets. Key achievements included;• I was service delivery lead for a company-wide project (Atlas), setup with the dual purpose of; firstly migrating data held in legacy databases (SQL, Telnet) and other disparate data storage environments (Excel) to a new integrated database environment (Oracle). Secondly to create new functionality to improve data processing and transformation. My responsibilities involved; o Holding interviews, workshops and brainstorming activities to gather requirements. o Drafting User Stories in JIRA for new User-Interface required for processing and transforming data within the new database environment.o Collaborating with Developers to ensure specifications were understood.o Creating new operational user processes and workflows.o Migrating data from multiple data sources to a new database environment.o Data validation and cleansing – specifically if gaps existed or data definitions were tightened. o Assessing the impact of new data definitions on legacy performance and risk analytics.o UAT testing and sign-off of new interfaces, new production processes and data migrationo Creating and delivered training to all product service delivery teams globally.• Introducing the standardised new Income Risk (IRIS) report for all markets using new Oracle database.

London, England, United Kingdom

My role involved both operational and service delivery functions. I led a team responsible for the production and delivery of an Income Risk Benchmark reporting service (IRIS) to Real Estate investors in the UK & Ireland. Responsibilities included; answering client product queries, recommending suitable benchmarks, outlining data requirements, managing production processes, reviewing operational processes, defining data validation rules, managing product release and data quality reviews. • Led an operational process review with the goal of identifying and implementing efficiency gains to reduce product lead times. Product delivery lead times were reduced from 10 working days to 2 working days resulting in improved customer satisfaction and increased sales.• Managed the production and delivery of an asset management performance report for investors (Asset Management Benchmarking (AMB)) for UK clients. I redesigned the operational production processes in Excel which resulted in; faster production times, reduced operational risks and improved quality.

London, England, United Kingdom

• Managed the service delivery of a project to introduce a new environmental risk benchmark report (EcoPAS) for UK clients. This entailed; delivering client consultation workshops to establish data definitions and metrics. Designing of operational processes, UAT testing and lastly implementing training sessions. • Production of bespoke data analytics for clients.

London, England, United Kingdom

• Developed and delivered training programmes to external and internal clients across all seniority levels in all offices across the globe. Training delivered included, ‘Understanding Performance Measurement’ and ‘Real Estate Concepts and Practices. • Developed and delivered training for internal users of in-house data querying tool Xbar.• Providing first line operational support business-wide. Investigating and responding to Operations Helpdesk queries. Diagnosing; data, procedural, system or process errors. Drafting and updating documentation for end-users.

Sydney, New South Wales, Australia

I was promoted to this role to manage a newly created team delivering performance analytics to Australian and New Zealand investors. Main achievements included;• Responsible for the production and release to market of the Property Council/IPD Australia Property Index and the Property Council/IPD New Zealand Property Index.

Melbourne, Victoria, Australia

Key achievements included;• Responsible for production and release to market of the quarterly Australian Mercer/IPD PPF Index.• Worked on a project to setup an Income Risk performance reporting service (IRIS).

London, England, United Kingdom

• Managed a team of eight analysts responsible for producing investment performance reporting and data analysis to a wide variety of UK and Irish clients.

London, England, United Kingdom

• Provided portfolio performance reporting and advice to a wide range of clients.

London, England, United Kingdom