Sandra Lyons Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, Ireland

Dublin, Leinster, Ireland

Dublin, Leinster, Ireland

Working within the IT PMO in various roles including BA Team Manager, Scrum Master and Business Analyst.▪ Managing the pool of IT Business Analysts within the PMO Framework for the Change Agenda, supporting delivery across dozens of inflight projects and as many initiatives in the pipeline.▪ Responsible for BA Resource Demand / Supply Model ensuring alignment with business strategic vision and immediate priorities.▪ Standardising the main BA artefacts ensuring industry-standard quality.▪ Creating and maintaining a large repository of BA templates and reference material for the Team’s toolkit.▪ Coordinating regular Knowledge & Training Sessions to cross-skill and up-skill direct reports.▪ Scheduling and facilitating workshops to document clear Business Requirements.▪ Working with stakeholders at all levels within the organisation to analyse underlying trends and issues and translating these into specific requirements.▪ Producing high quality project artefacts throughout the SDLC, including Business Requirements Documents, Traceability Matrices, Project Plans, RAID Logs, Test Cases and Test Plans.▪ Maintaining the Core Banking (Temenos 24) Production Issue backlog (Sprints), coordinating with all impacted teams via daily stand-ups to ensure customer-facing priority issues are addressed / resolved in a timely manner, while managing stakeholder expectations.▪ Creating and developing detailed business procedures and delivering to impacted business areas.▪ Working in close conjunction with IT and Business Test teams to ensure business requirements and processes are fully recognised and captured within testing strategy and testing plans.▪ Coordinating with Level 1 & 2 Support Teams along with Third Party Vendors to streamline the defect management process.▪ Developing JIRA / TCSP reports for Senior Management to give real-time, meaningful MI.▪ Using Agile and Waterfall methodologies, as required.

Reviewing and documenting Credit Risk Governance end-to-end procedures.

Dublin

• Working with subject matter experts to evaluate problems and design potential solutions.• Defining these solutions as business requirements and supporting their sign-off by business and project teams.• Researching, analysing and evaluating business problems including data analysis and business process analysis.• Analysing existing operational process and updating/creating for Business Improvement.• Writing detailed Business Operating Models (BOMs) and Standard Operating Procedures (SOPs).• Creating a variety of training materials, including assurance testing and embedding, for roll out across the Retail and Corporate businesses.• Writing and delivering staff communications across a variety of platforms.• Supporting PMO in maintaining RAID Logs, Milestone Plans, Action Logs, Change Requests, Query Logs and Business Requirements Documents for various levels within the governance structure.• Facilitating workshops and chairing Working Groups.• Supporting management of the project scope and plan to help ensure delivery to time, cost and quality while maintaining positive stakeholder relationships.

Dublin

• Managing the Retail Ireland Contact Centre phone system and associated processes to improve customer experience.• Identifying and implementing Best Practice in operational processes, workforce management, capacity planning and forecasting.• Directing and improving Service Level Agreements and performance metrics.• Providing statistical analysis and reporting Key Performance Indicators to senior management and the Central Bank on an intraday basis.• Creating and managing Retail Ireland’s call surge contingency planning and testing.• Creating and managing Retail Ireland’s Business Continuity Planning and testing.• Running the test phase for Retail Ireland’s core systems upgrades.• Managing relationships between Retail Ireland and systems providers, stakeholders and outsource partners.• Monthly reconciliation of all billing associated with key outsource partners.

Dublin

• Managing contact centre team of up to 12 agents.• Providing mentoring, coaching and training.• Setting goals and objectives.• Regular quality control checking of agents.• Providing monthly feedback and delivering quarterly appraisals.• Ensuring sickness and attendance are appropriately managed.• Handling escalated customer calls and complaints.• Managing issues and escalations log.• Managing the daily application of SWIFT payments and reconciliation of all Nostros.

Professional Diploma In Change Management, Change Management, Distinction

This course helps you develop the strategies and approaches to successfully embed change in your organisation, learning.

Psm™ Professional Scrummaster Course

This course focuses on The Agile Manifesto, Scrum versus Waterfall, The Scrum Process, Overview of Scrum Roles, Scrum Events, Scrum.

Foundation Certificate In Business Analysis

This certificate focuses on the role and competencies of a Business Analyst, investigation techniques, including interviews, observations.

Bachelor Of Music (B.Mus.)