Simone Burke Email & Phone Number

Stromness, Gb

Bristol, United Kingdom

Responsible for the design and implementation of corrective improvement actions for services and processes within the Group Infrastructure and Operations function of Defra's Digital, Data, Technology Services and our IT supply chain.

Bristol, United Kingdom

Responsible for introducing and sustaining a culture of continuous improvement within the Defra's Digital Data Technology Services function and ICT outsourcing partners.

Bristol, United Kingdom

Responsible for introducing and sustaining a culture of continuous improvement within the Environment Agency's Corporate Information Services and IT outsourcing partners.

Barcelona, España

Responsible for regional project management within the Global Consumer Business. UK Call Centre migration from Barcelona to ManilaRight placement delivering over $2MM as part of Citi's broader Resource and Location Strategy. Managing Technology, Operations, Legal, Data Protection, Compliance and HR work streams to tight deadlines to minimise the customer service impact of the migration. Citi Bank Online Chat Responsible for the implementation of an instant messaging chat channel for online consumer banking across EMEA in line with the Citi's digitisation strategy. Created a model business case based on online customer behaviour to estimate chat volumes, staff requirements and the return on investment ROI for sales and service chat varying between $100M and $1.5MM per country. Developed detailed project plan to co-coordinate subject matter experts to deliver chat.

Londres, Reino Unido

Part of the central Business Process Re-engineering/ Productivity team for IT, Operations and Expense Management for Europe, the Middle East, and Africa.Example projects:UK financial Centre Optimization (Consumer)Process Improvement Lead for the UK retail bank branches. Trained branch managers in Lean Re-engineering. Conducted on-site observations, interviews and Voice of the Customer Surveys (VOC). Facilitated current state process mapping workshops to identify and prioritize opportunities. Led future state workshops to design new processes and solutions. Project managed the change implementation. Achieved- 15% capacity improvement, reduced customer waiting time and improved employee satisfaction, instilling a culture of continuous improvement. Securities Fund Services Re-engineering (Institutional Clients Group)Lean expert for a 16 week optimisation of the Settlements Operations unit in Dublin working alongside McKinsey consultants. Conducted Time and Motion studies and cascaded interviews. Implemented Kanban Whiteboards, Key Process Indicator Dashboards and Visual Management practices. Launched Daily Problem Solving Huddles. Performed Capacity analysis of teams and Complexity and Variability analysis of processes. Created Standard Operating Procedures and Skills Matrices. Achieved - 25% capacity improvement across the 200 strong department. Additional Achievements:Trained over 200 Citi bank employees. Delivered classes in London, Warsaw, Budapest and Dublin, teaching Lean Re-engineering. Shared experiences and taught Process Improvement theory and principles to empower and equip staff to deliver process improvement projects themselves, expediting the transformation of the bank. Led a Global Process Improvement practitioner’s forum and online community to share best practices and promote a culture of continuous improvement. Chaired monthly calls, organized agenda, sourced guest speakers and presenters to cover process improvement related topics.

Londres, Reino Unido

Participated in processes Improvement Initiatives with the Business Process Re-engineering team.Conducted analysis for projects and programmes being worked on by the internal consultancy team. Led workshops to map the Realty Services process for employee desk moves in the London office. Identified wastes and opportunities to reduce cost while reducing effort and turnaround time. Completed a project to streamline the internal technology expense approval process, influencing seniors to redefine approval limits.