Achievement Highlights• Led a transformation programme to in-source application support for multiple critical applications (including SAP/Financial Data Warehouse), from a major vendor to permanent internal staff in financial hubs (London, New York, Frankfurt) and operations centres Pune, India and Jacksonville, Florida resulting in significant annual savings and 60% reduction in major incidents• Led design and delivery of target operating model helping realise a 10% reduction in annual operating cost• Lead role in creating a new organisational structure for application support in the function and established robust people and talent management processes within the new team• Contributed to IT process re-engineering using Business Process Model and Notation (BPMN) and Lean principles• Organised and led all Global Town Halls for my function• Developed corporate intranet channels to support the transformation journey, increasing active contributors to over 100, which helped champion collaboration• Led a project to develop a tableau dashboard to analyse the impact of ITSM demand on costs enabling functional leaders and application managers to target sustainable cost reductions by influencing consumption• Led the development of total cost of ownership (TCO) management for application support as a product contributing to over 10% reduction in costs in both 2017 and 2018• Redefined strategy for application support as a product across the enterprise in 2016 and created product roadmaps to support agile delivery models and cost reductions based on changing business needs• Led innovative “design thinking” workshops for a newly established Service Assurance function to help develop a focused strategy, vision and delivery plan• Led the global application support function for Risk, Profit and Loss Reporting with over 50 FTE in 5 global locations delivering a 60% reduction in major incidents within a year

• Played a key role in the transformation of run the bank production management, which included a service management function• Built a high performing team to help transform the support of card payments and corporate cards functions• An advocate for my clients, combining my operations knowledge and service management capabilities to bring insight that drove value for the organisation• Developed innovative client centric approaches to managing technology services

• Led the creation and development of an IT service management regional hub function to support strategic aims of the organisation• Managed the appointment and on boarding of all service management hub resources in partnership with in country human resources• Led the transformation of IT service management across the Asia region from localised models to a global model• Led a team of 17 people across UK, India & Singapore locations to manage IT services supporting Retail & Corporate Banking operations in UK, UAE, India & Pakistan• Owned and managed performance development of my team members to deliver a highly engaged and productive team• Delivered cost savings by optimising service performance, standardising technology and driving functional process maturity across the Asia region

6 month secondment to a project accountable for the development of a strategic IT platform to underpin long-term growth in the global commercial banking lending sector

I was employed as a Service Manager for a portfolio of outsourced business processes across multiple sites in India.Led operational engagement with Intelenet Global Services Limited to develop an effective implementation strategy for the transition and exit of multiple outsourced business processes from Tata Consultancy Services, the foregoing supplier. Operated in partnership with 3rd party suppliers located in multiple site across India to provide high quality end to end service experience including extensive travel for regular performance reviews

I was employed as an implementation manager for outsourced business projects in Mumbai, India.Led the development of an offshore operational team for high profile outsourced business projects through offshore project implementation to establishing and embedding business as usual practices, ensuring adaptation to local practices and business processes. Provided training and technical expertise to Intelenet Global Services Limited during a secondment in Mumbai & Chennai, India. Managed and co-ordinated a team of subject matter experts to develop and then deliver an outsourced business training programme. Designed and wrote business training documentation

I was employed as a team leader to manage a diverse team of 60 people through a period of rapid change.Played a key role in planning and implementing a centralised restructure of the filing and distribution processes within a large UK Service Centre to ensure greater functional flexibility and improvements in efficiency which facilitated increased workloads and headcount reduction. Delivered a robust platform from which to develop a strong filing and distribution process based on providing high levels of service to internal customers. Guided and supported team leaders and supporting staff through this transition phase.

The Princes Trust, Southampton.- I volunteered to undertake this venture for around a year initially as a team member and subsequently as a Team Leader for further programmes. This experience helped me to develop personally and professionally. Each programme was twelve weeks long, involved approximately 15-20 young people aged between 16-24, was co-ordinated by two team leaders and was designed to develop the individual to their full potential whilst working effectively as a member of the team. As a Team Leader I was responsible for helping individuals to identify and realise achievable goals.