Stephen O. Email & Phone Number

Manchester, Gb

Newport, Wales, United Kingdom

Working as an Agile Business Analyst on a Reference Data Management Framework (RDMF) designed to provide structure & linkage of quality data built upon re-usable & efficient methods through its five core reference datasets indices of Address, Business, Classification, Demographic and Geography. This includes working with the project & business teams to identify & analyse methodologies for data transformation & integration using Business Analysis tools & techniques in order to meet the business & user’s needs.Achievements:- Created Methodologies that linked datasets from 3 different data sources through Machine Learning with a 99% accuracy. - Supported the business & project teams capture data linkage methodologies and business rules that linked over 10 million datasets.

Aintree, England, United Kingdom

Working as a Business Analyst as part of the team responsible for the delivery of solutions to upgrade from a legacy system to a new claims system. This includes implementing an upgrade of a CRM solution, Respond provided by a third party, Aptean to enable customer complaints to be logged, managed and reported on effectively.Achievements:- Successfully monitored risks and provided key information to senior stakeholders using the AS IS & To Be analysis, thus getting the funding to successfully implement a new system that saved time & increased productivity by 30%.- I led, developed and implemented aspects of the firms enhanced Data and Privacy framework in line with the General Data Protection Regulation (GDPR), saving the company 4% of annual turnover.

As a business analyst, I worked on an insurance project as part of a team made up of 16 project members that successfully implemented FCA Regulatory changes to complaint handling processes and in-house systems, which includes automating, extending and streamlining different areas of the end-to-end customer journey to improve the efficiency of the overall processAchievements- I successfully completed process sign off after automation testing, this saved the bank £2.6 million in potential fines.- Delivered a sanctions filtering application, which introduced streamlined functionality, standardisation and increased automation across disparate payments filtering areas.

I was responsible for identifying, analysing and investigating problems with the bank’s products, which involves rigorous assessment of the current business processes and implementing new processes in accordance to the Financial Conduct Authority requirements.Achievements- The bank call centre’s average handling time reduced 21% from baseline while call quality consistently improved.- I identified improvement with the processes by reducing hands off, queues, redundancy and duplication and as a result, I saved time by 30% and reduced the amount of complaint received from customers by 50%.

I worked as a lean change analyst on the project as part of a team set up to deploy holistic RBS Lean approach and implement change in international banking functions and end to end business processes.Achievements• Global Transaction Services experienced a 41% increase in productivity for processing payments with 75% reduction in work in progress.• Reduced call centre’s average handling time by 21% from baseline while call quality consistently improved.