Vicky Wells Email & Phone Number

Farnborough, England, United Kingdom

Fleet, England, United Kingdom

Senior Project Manager and PMO Team Lead to a team of Project Managers and Delivery Engineers.Defining and maintaining standards for project management within the company, striving to standardise and introduce economies of repetition in the execution of projects both internally and externally as a value-added service to our customer base.The PMO offers a single, central support structure, designed to help with the successful management and delivery of a variety of projects to cost, time and quality whilst providing an essential link between the customer and the technical teams. Aligning with business strategy is a fundamental contribution to the success of the team, the wider business and the client base.

Tolworth

A Project Management role responsible for the successful end to end delivery of client initiated change projects from project definition and through all subsequent execution stages in order to handover to BAU capturing and applying lessons learnt together with benefit realisation. Achievements and responsibilities: • Delivery of multiple concurrent onboarding/implementation projects with ranging budgets within the Financial Services, Utilities, Communications and Central Government sectors• Responsible for the implementation of a new client onboarding process by introducing an innovative workshop approach leading to increased engagement, efficient time management of stakeholders leading to higher quality approval documentation and clearer project scope whilst reducing the project timeline by 50%• Initiated a clear structured communication strategy to stakeholder/sponsors and the board• Initiated early and direct communication channels with Clients to aid project delivery through the project lifecycle• Led the creation of a new process to clearly show high level project requirements appropriate to a wide audience• Fundamental in the innovation of the overall improved onboarding/implementation process for client new business opportunities• Managed the delivery of unique client specifications from impact assessment and requirements gathering through to successful release resulting in increase in client allocation by 40% and subsequent commercial benefits• Identification of potential client process/audit fails through efficient risk management preventing impact to priority client relationships which could have led to revenue and reputational loss • Leadership and day-to-day assignment management of allocated project resources across multiple internal information technology and business functions and external suppliers• Successful application of project management methods to ensure delivery to time, cost, quality and scope

Tolworth, Surrey

Client support function to a team of Client Development Managers and the executive team. Provision of a project management function within that team in order to deliver client and business wide change. Maintaining client communication channels to ensure effective incident and relationship management in line with contractual, regulatory and business requirements.Achievements and responsibilities: • Successful completion of onboarding/client change projects in line with expected business and client timelines • Management of defects/issues/risks identified during the project timeline through to remediation• Management of generic client mailbox ensuring contact is prioritised appropriately• Single point of contact within the Client Management team for projects that impact clients and their customers. This was to ensure tasks were progressed in line with project timelines and included regular updates to senior management team and the board• Project Management of client initiated small change requests including client onboarding, regulatory and technical innovation• Management of Change Control procedure to ensure release of change in accordance with business and client targets and to ensure effective prioritisation• Responsible for maintaining Client Management processes/procedures affected by change• Management of open change requests to ensure progression and prioritisation within expectations and resolution of roadblocks that could impact delivery• Leading business awareness meetings to support change delivery by setting expectations, applying ownership and establishing resource • Support to the Business Development Director and Head of Client Management by coordinating and providing concise and tailored project updates appropriate for the Executive Management team• Incident/Issue management of client focussed incidents and issues including data breaches, process failures and security incidents

Weybridge

Responsible for managing and developing a designated portfolio of clients, maintaining positive relationships and ensuring industry/client compliance and regulatory requirements are met through regular engagement, thematic/performance reviews and comprehensive audits.Achievements and responsibilities: • Responsible for the management of high profile, blue-chip clients within the finance, communications and utilities sectors• Remediation using project management tools of high priority, BAU audits and during periods of regulatory change including action plan tracking through to conclusion• Management of clients and process change during the transfer of consumer credit regulation from the Office of Fair Trading (OFT) to the Financial Conduct Authority (FCA)• Incident management and remediation caused by data/security breaches and process failures• Support to the business through project management in order to facilitate all client change requests• Project Management lead for client on-boarding and implementing process changes/IT development requirements for new and existing clients• Proven success in obtaining new streams of business and identifying opportunities to add value to existing client base• Exit plan management considering contractual obligations and reputational impact• Preparation and presentation of comprehensive performance packs tailored to client expectations and internal key performance indicators (KPIs)

Provision of continuous support to the account management team and senior executives through project, issue and office based relationship management.Achievements and responsibilities:• Primary support to the Account Management Team and Senior Managers• Ownership of assigned client base • Project Management• Prioritising projects and IT development requirements• Decision making • Creative problem solving• Working within tight deadlines• Analysis of client data and performance results• Event management (corporate and non corporate)

Day to day management of Client Services team members to ensure client service level agreements were met through work queue management and regular review of staff skill set to ensure competence of duties. Ensured compliance standards, industry regulation and client specific requirements were always maintained.Responsibilities included:• Project management• Time and rota management• Work queue management• Performance management• Organisation and delivery of regular team meetings/briefings• Regular review of staff skill set to ensure competence of duties• Active contribution to the business' culture• Ensure compliance with industry regulation and specific client requirements• Regular interaction with Senior Management • Demonstrating awareness of ISO standard certifications (ISO14001, ISO9001, ISO27001)

Management of all client reporting requirements (financial and non financial) to ensure delivery within client Service Level Agreements. Query management and support to the senior account management and executive teams.• Management of day to day client queries (internal and external)• SLA Adherence• Problem solving• Generic mailbox management• Client meeting calendar management and meeting set up• Support to Account Management Team

Recoveries agent within a busy contact centre specialising in dealing with customers whose accounts had been selected for or subject to legal activity.

Contact centre agent responsible for recovering overdue telecom invoices. The role included rota and people management for a team of 10 agents.

Prince2 Practitioner Project Management

Prince2 Foundation Project Management

Diploma For The Debt Collection Industry

Business Studies, Theatre Studies, Sociology

Education record