* Leading a team of Business Analysts to deliver requirements and associated artefacts for regulatory, propositional, migration and IT projects.* Develop and subsequently manage adherence to standards, governance and controls.* Manage and control risks and issues in relation to the Business Analyst team across all projects.* Stakeholder management across all levels of the business.* Management and development of Business Analysts within team.

* Production and maintenance of key migration documentation.* Documentation included Product Specifications and Product Summaries.* Collaboration with all areas of the business.* Ensuring alignment between product and business requirements.* Stakeholder management and engagement at all levels of the business.* Supporting the business with internal and regulatory projects.

* Illicit business requirements/business outcomes from a range of stakeholders.* Produce detailed business requirement/business outcome documentation.* Work collaboratively with other teams/stakeholders both internal and external.* Lead and participate in stakeholder requirement/business outcomes workshops.* Comply with all industry regulations.* Adherence to strict deadlines.* Coach and mentor junior members of the team.

- Delivery of architectural artefacts.- Production of HMRC IT Availability Blueprint.- Engagement with internal and external stakeholders.- Production and ownership of roadmap documentation.- Presentations to internal and external stakeholders.- Influencing projects to ensure compliance with HMRC IT Strategy.

Customer Service Agent:- Taking claims to new benefits by telephone. - Arranging appointments for the customer to complete their claim.Crisis Loan Decision Maker:- Taking applications for Crisis Loans.- Deciding if a payment could be awarded using the Secretary of States Directions. - Mentor for Crisis Loan Decision Makers.Site Coach:- Writing and delivering training courses.- Providing training and support to 300+ telephony agents.- Delivery of induction training to new agents.- Chairing calibration meetings involving team leaders.- Producing various MI to Contact Centre Management.- Accountable for the performance of the Contact Centre against KPIs.

Customer Account Manager:- Selling unsecured and secured personal loans.- Selling ancillary products. - Handling customer queries.Senior Account Manager:- Selling unsecured and secured personal loans.- Selling ancillary products. - Handling customer queries.Finance Centre Manager:- Opened a new office in Birmingham. - Managed three staff selling unsecured and secured personal loans.- Opened new office in Cannock and recruited six new members of staff. Area Manager:- Promoted to manage eight staff in Wolverhampton and a Finance Centre Manager in Cannock.Area Manager:- Mentor role for new Finance Centre Managers in Region.- Support provided for Telford, Wolverhampton, Stoke, Crewe, Liverpool, Warrington, Wigan and Preston.

Cashier:- Dealing with customer financial transactions face to face. - Foreign currency transactions.- Handling customer queries.Front Office:- Opening new bank accounts.- Processing personal loan applications.- Arranging appointments for Financial Advisors.- Arranging appointments for Mortgage Advisors.- Ordering foreign currency.