Key Achievements:• Delivery of an updated tracking experience used by over 1 million people per month• Launched online PO Boxes application. Introducing a new revenue driver for the online channel which generated over $2m within the first year.• Implementing online identity features for additional security around Parcel Locker and Post Office collection usageDay to day role:• Management of delivery team including UX, Design, Content and technical delivery• Responsible for defining and prioritising the team backlog• Gather and define requirements for features via user stories, interviews, workshops, business process descriptions, use cases scenarios, task and workflow analysis• Monitor and report on traffic and site analytics • Management of internal and external stakeholders.• Development of MyPost roadmap to improve the customer experience.

• Manage the design and development of user experiences across the public website and mobile propositions.• Creation of best in class journeys developed using insight of customer need and business objectives.• Continually review and refine information architecture and user experience across the website to ensure optimal performance and to better meet customer needs.• Driving internal and customer communications to create awareness and provide support for digital products. • Ensure all digital developments are fully compliant and aligned with treating customers fairly.• Work with the various digital delivery and implementation channels to ensure projects are delivered in an effective and timely manner.• Build and manage internal and external relationships to support more effective project delivery.• Stay on top of digital trends and look for opportunities to innovate in order to delight our customers

• Manage and develop onsite digital communications on the both the public and private sections of the website. To increase lead generation and sales.• Assisted in the implementation of new targeting and segmentation tools to be utilised on both the public website and personal internet banking.• Manage the design and development of the onsite digital web communications, to support best in class journeys which drive customer satisfaction, user visit frequency and duration.• Manage the launch of new products/propositions from an online communications perspective – e.g. Foreign exchange, Global Investment Centre • Manage the communication of service propositions from an online communications perspective e.g. features that make internet banking simpler and more convenient• Continually review available data from Web trends and Adobe Test and Target to refine and optimise the customer journey and messaging through website brochure ware and microsites• Ensure that all communications are approved by compliance, with no breeches and minimal declines

• Brief new campaign initiatives to the Studio Team in order to develop banners for the HSBC website. Liaise with the Digital Content team and third party suppliers to get these banners live on the website.• Manage the annual email plan, delivering to sales, brand and customer satisfaction objectives. Ensure through gap analysis, appropriate support is given and within cost effective targets• Manage public email communications, in support of National and Digital Campaigns and product cross sale targets. Manage the external agency support and budget control. Liaise with the Direct Mail team to ensure efficient use of internal data management and optimising of the customer contact strategy• Support the development of ‘Champion Challenger’ email communications, with continual testing and monitoring of flexed creative to achieve the ‘perfect’ (most effective) communications, ensure that full tagging is in place to achieve this• Liase with the Experience teams to ensure that the customer journey from communications and assets through to .co.uk is smooth, progressive and maximises customer survival• Drive initiatives to improve marketing opt-ins and represent marketing when required, to push for IT/online processes which encourage opt-in• Ensure that all communications are approved by compliance, with no breeches and minimal declines

• Make regular contact with administrators via email and telephone and build working relationships across different departments of the business, using strong communication skills. Having these skills and a good relationship with internal and external stakeholders of the company enabled me to work efficiently due to improved workflow across functions within the organisation and every party having a clear understanding of what we need to achieve.• Monitor and process any capital calls or distributions relating to underlying investments at company level.• Assist with preparation of quarterly management reports and the accompanying PowerPoint presentation• Assist with data testing and slide preparation for LP Books which are sent out to investors.• Test new system and record and report any issues that may arise. As the project moved on to different stages of development I would assist with the management of the data available for internal stakeholders to use, from historical information to testing various day to day processes that are currently in use.• Maintain and manage the Finance Document Management system so documents are directly available for the rest of the company to use. • Post transactional entries into our accounting system, which are then be used as part of the valuation process for quarter end reporting. • Responsible for the daily monitoring of bank balances and reconciliation of transactions for over 100 underlying accounts. This is completed using an excel based model, then distributed to three managers and the financial director.• Reconciliation of company database to that of 3rd party administrators. An important part of the quarter end process to ensure that both our valuations are correct for the investments we hold and the information provided to investors is accurate. This requires me to summarise any reconciliation differences and report this back to my superiors.

Provide administration support for the reconciliations and controls area within the finance department.Deal with reporting and reconciliation queries from different business areas within the company and report any analysis back to these in a timely manner.Prepare and input financial journals to the Coda/CBS and JDE ledger systems which I received not only from the controls team but also from the financial reporting team, business units and the operational side of the business.Provide support for the financial reporting team during the busy month end reporting period.As well as being responsible for preparing financial journals, I would also need to proof read any journals given to me from other business areas in the organisation before they were authorised.Responsible for calculating and preparing the monthly journals to amortise commissions paid and subsidies received from HFC Bank's major retail partnerships, under US GAAP reporting standards.Document procedures for various processes and do a walkthrough with both HFC Bank's internal SOX team and their external auditors, as and when requested.Assist the Financial Reporting Manager with the retained profit reconciliation for HFC Bank and its various subsidiary companies leading up to, and over, year end.On a quarterly basis I prepared the VAT Return for HFC Bank which was then submitted to the HSBC Group representative.Keep up to date with filing and archiving as there were a significant number of journals prepared on a monthly basis.Respond to ad hoc queries such as running reports to extract information from the general ledgers and other tasks to help with the smooth running of the financial controls team and other departments within the bank.Daily use of Essbase and Coda, CBS and JDE ledger systems.

Employed as a Lead Creator. This position involved offering members of the public, who were seen as potential customers, various stock reports based on their interests and other investments they held.Assist with admin duties such as filing and archiving.Became a junior broker after passing my Unit 1 Financial Regulations exam.Responsible for contacting potential clients to see if they would open an account with us, requiring strong written and verbal communication skills as well as an ability to react quickly to varying demands and questions.