Shaheen Khan Email and Phone Number

* Implementation of New Pension Contracts to Pension Operations Team* Analysis and specification of system functional requirements* System Configuration* Analysis and mapping of data* Interpreting Scheme Rules and drafting calculation Pro Forma* Testing of system calculations, interfaces, web-sites and other functional development

Working on Change initiatives for Banking Operations by providing bespoke subject matter expertise (SME) in order that work streams are implemented effectively. Advising & supporting in developing and delivering solutions to achieve business change objectives. Key AchievementsKey subject matter expertise (SME) in providing support, guidance and robust knowledge of back office processes for Mortgage Services in order to shape new HBOS mortgages to existing IT system. Excellent networking with key stakeholders (internally/externally) in order to pro-actively resolve issues, queries and gaps to embed change with minimum disruption to customers & process owner.Lead in overseeing system enhancement project to permanently remove fees, following a strategic review. Analysed the end to end process changes required to implement the objectives which involved identifying IT, people and process changes. This was a high risk business impact project given the impact on customers. It was successfully implemented with minimum disruption to the business. Undertook ownership and co-ordinated on the remedial steps required to mitigate losses on the recalculation process. This entailed analysing customer mortgage payment data in order to understand the lost revenue streams and categories to devise a new process to mitigate any future losses

Represented Operations as subject matter expertise (SME) to ensure processes fit for purpose & are efficient for back office processing. Contributed to brain storming meetings utilising my knowledge of processing procedures/system capabilities. Mapped out ‘to be' processes and gathering data of volumes/SMV and undertook estimated calculations that was used to formulate a business case for Senior Leadership. A potential cost saving of 22 FTE (£500,000) was achieved and project remained on track and within budget. Successfully selected to go offshore for a 3 months secondment to oversee the transfer of processes to our offshore partner. This resulted in ensuring the quantity and quantity were maintained and I was able to be achieve BAU 2 weeks ahead of schedule.Reviewing process improvements ideas in order to drive costs and improve the customer service.

Manage a team of 12 staff, within a fast paced environment dealing with incoming payments, queries and balancing ledgers in line with policies and procedures.Built a high performing team, by cross skilling and ensuring staff worked efficiently and productively and achieving a 24 turnaround time for processing payments.

Progressive roles from processing payments, answer telephony and written queries within a fast paced environment, to agreed service levels. Accountable for balancing ledgers on a daily, weekly and monthly basis and ensuring anomalies were cleared in a timely manner and sign off achieved from Operational Manager and deputising for Team Manager.