Sue Roper Email and Phone Number

Project and programme management of business change initiatives within UK Financial Services companies with special interest in point of sale, product development and operational transformation.

• Area Manager for House of Colour for South East since September 2020.• Use active listening skills and empathy to build rapport with clients and guide and coach them on how to feel more confident on the outside.

L&G was launching a new company for the provision of equity release financial advice.• Established programme structure and approval plan to navigate the various L&G Group committees for launch including Group Executive Committees and Group Board.• Produced end-to-end plan for delivery which included premises, staff recruitment, regulatory approval, target operating model and all the accompanying processes to support the business.

Brought in to look at ways to improve the employee engagement in Life Customer Services and review effectiveness of Risk Team’s closure of reportable breaches.• Assessed current employee issues and wants and presented suggested changes to the Customers Services senior team, prioritising the work and agreeing accountable owners.• Reviewed outstanding reportable breaches within the area and the reporting and processes in place to close these. Mentored members of the team with a noticeable improvement in not only the number of breaches being closed but the originality of solutions being provided.

Initiated General Data Protection Regulation (GDPR) project, agreeing a cost effective programme of work within the Group’s risk appetite.Kicked-off IFRS 17 programme, focussing on gap analysis and planning to achieve 2021 revised annual reporting. Launched non-advised drawdown proposition to Just Retirement’s tied sales force. Worked with platform provider, GBST, to enhance the existing drawdown proposition.

Project managed the offshore deliveries for Virtus-IT to OneFamily, ensuring that they were delivered to time, budget and quality expectations.

Management of Operational Integration Programme of the Cofunds Integration Programme focused on improving customer service.Established programme and plan for the successful migration of 1,000 tied advisers onto new point of sale system before the introduction of the Mortgage Market Review regulations.Early delivery of the Distribution Services workstream of Legal & General’s (L&G’s) Retail Distribution Review (RDR) programme. Time critical delivery with contractual obligations to Nationwide Building Society (NBS), L&G’s biggest distribution partner.

On all projects worked with sponsors and senior stakeholders to ensure that scope was clear and that they were confident they could achieve the necessary business benefits. Defined appropriate governance to ensure correct oversight of initiatives and that there was awareness about the dependencies between deliveries and impact on the wider group.• Worked with Change Director and senior executives on yearly change roadmap.• Management of project managers and business analysts under matrix and direct structure including performance management.• Managed Retail Savings Product team’s portfolio which included 10 reprices of the With Profits Bond and the launch of the Portfolio Regular Investment Plan (PRIP). PRIP was a complex cross divisional delivery involving reassurance, underwriting, financial reporting, wrapped funds and operational processes. Project delivered on time and under budget.• Various e-commerce delivery including a Wealth strategic quotes platform and a SIPP XML service. Successfully delivered complex plan as IT performance issues impacted several of the initiatives and staggered deployment was required to ensure that business needs were met.

Organisation and resourcing of division's project pipeline and management of a team of 10 Business Analysts.