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Driving the delivery of the BoE Resolvability Regulations to the Bank, helping the IRB programme in the delivery of slotting models

Business with Technology Change Leader

OverviewDelivery lead for the expansion of the Greensill Business Model into India and China in a regulated trading environment, each with a differing set of regulatory and GDPR constraints.Led in the documentation of the current operating model and defining through to deliver the target operating models for each of the new regions via local legal counsel, all different.Managed Teams of in house and external SI Development Teams, Business SME’s and 3rd party Cloud Hosted system providers such as AWS DC’s in Frankfurt, Mumbai and Beijing, Oracle (NetSuite) CCMS (Cube Logic), Encompass, MSO365 plus a further 53 other systems, services and tools into live.Coordinated the full requirements for Technical, System and Operational Process design’s these balanced against the Operational Capacities and process to meet the new demands.Facilitated and led the creation of policies, procedures and teams to fulfil their regulatory action.Maintained accurate forecasting of all budgets and communications to senior leadership and programme compliance steercos.Achievements and responsibilities: • E2E Development of the final technical and Operational Solution for each new country• Working through complex and significant gap in current AS IS Documentation and process guides• Requirements gathering at pace with engaged business partners and subject matter experts. • The key target to deliver fully the signed off requirements for design phase to commence in early Q1 2020 Build India by Q2 and similarly China and UAE in H1, KSA for H2• Control and deliver on time to a changing scope and business model with strong financial modelling and forecasting.

Technical Delivery Lead responsible for the requirements, design and implementation of a new and replacement Business Bank Lending Platform using nCino with SalesforceAchievements and responsibilities: • Leading with business to develop the future Business Bank Lending Vision, developing these with Tier1 System Integration Partner to deliver Salesforce / nCino partnership.• Requirements gathering continues at pace with engaged business partners and subject matter experts. The key target to deliver fully the signed off requirements for design phase to commence in early H2 2019

LEAD PROGRAMME MANAGER, BARCLAYS WEALTH TELEPHONY MIGRATION PROGRAMME March 2015 to Present CONTRACTKey Responsibilities: • Mobilisation of Programme to migrate 1100 Wealth Premier, International and Offshore Contact Centre Agents across the world estate (Glasgow, IOM, Jersey and Singapore) from their current end of life Cisco Telephony Platform to the Strategic Avaya Red centralised telephony platform.• Ensure that all system adjuncts remain in support, this requiring upgrades to the Nuance Voice Biometrics Free Speech V8.1 to V10, Verint WFM V10 to WFO v11(V15)• Decommissioning of the legacy platforms post migration delivering significant benefits from a centralisation and reduction in the overall platforms numbers.• Introduction to key areas of the scope of IVR for jurisdictional routing and self-service with Barclays Mobile Banking to Desktop integration again with jurisdictional routing• Programme is over 24 months (50% complete) and has a budget of £6m CASH• Programme has 5 distinct projects each with sub-activities delivered by a team of dedicated Programme and Project Managers.Current Activities:• All requirements captured and Use Cases signed off (some Agile elements)• E2E Design managed through to signed off and governance maintained effectively to release schedules.• Mobilised business and business support teams• Developed Support wrappers and Detailed Level Operations designed for element of change.• Migration of agents underway (50% end of July)• Planning and scheduling of all residual agents for November• WFO V11 built and migration commenced from current system version• IVR Development underway and due to deliver on time• Barclays Mobile App integration under development and due to deliver on time• Decommissioning and Migration approach well advanced with key dates planned in.• Vendors coordinated to ensure support cover through lifecycle of the programme.

Key Responsibilities:• Programme lead for the delivery of a Business driven delivery Avaya's "One Touch Video" in to 250 branches throughout the UK, providing a new channel for customers to complete account opening and servicing for Retail, Business and Mortgages this being via an interactive and collaborative video terminal.• Technology Lead for transformational change within the Contact Centre Landscape involving complex re organisation and system change.• Ownership of the technology delivery for the banks Sky Branch (Contact Centre Floor of the Future) strategy.• Managed 1st Deployment of V11.1 Verint Voice Recording platform in UKRBB and integrated to the production Speech Analytics System and legacy V9.3e platform.• Managed the development of a significant upgrade of improved tools for advisors (Colleague Toolbar) to support customers through the main integrated desktop advisor platform.• Delivered the design, build an implementation of increased functionality to the Customer Relations Portal (CR&A2).• Managed the initiation and design phases of the Telephony Replacement and Transformation Programme (Replacement of the current Avaya Blue Estate to the Avaya Red single site split brain solution for all UKRBB Retail Telephony).Speech Analytics, Coordination of internal and external suppliers for infrastructure, application development and 3rd party solutions (specifically Nexidia Speech Analytics).• CCT.Net, Delivery of a major application change in the Integrated Desktop Telephony space, changing out Active X components to CCT.NET components, affecting the entire Contact Centre estate through to the desktop soft phone. • Managing the upgrade of Verint Voice Recording Estate to 9.3e (15 sites) • Executed the strategic closure of two major Contact Centres in Manchester and Coventry totalling 1100 seats with all business capacity being rerouted or delivered to alternative locations.• NetHSM replacement for all UKRBB IVR’s

Key Responsibilities:Rapid Application Development Methodology deployed to Define and Capture business requirements for an RBS Group wide integrated desktop implementation, utilising Customer Centric Journey and Use Case methodology.Managed a team of 20+ Project Managers and Technical Analysts to understand the current world, its process and system dependencies whilst identifying gaps, harmonisation opportunities.Manage all activities inline with strict Compliance and Change Management Governance/ Change Framework.Main achievements:Successfully completed all Business Requirement Documentation/ Operational Procedure Documentation for Core Desktop FunctionalityRe-scoped work stream to capture all requirements into Use Case's following award of Chordiant as Desktop Wrap.Delivered project out of Define and into Commence.

Key Responsibilities:Acted as Change Architect for the development and delivery of a new 5yr Voice (VOIP)and Data (IP Clear ADSL) Managed Solution supporting over 250 sites and 2000 Users.Develop all initial Resource, Migration, Programme Structure, Risk and Communication Plans.Coordinated the Commercial, Contractual and Outline Solution Requirements of all parts of the proposal.Identified and vetted the key suppliers both internal and external.Main achievements:Co-ordinated all the areas of BT, Project Management, Commercial Legal and Service to develop the agreement within 12 weeksTurned around a failing client relationship via clear and consistent communication.Delivered on all agreed milestones during the life cycle of the proposal development.Value is confidential but falls within the £10-15M bracket, reducing overall cost of ownership by £2.2M over 5 years against current spend profile.Brought together a Programme Structure and Team capable and ready of committal of Programme initiation within 5 days of Contract Sign Off.

Have delivered Voice and Data Networks, Contact Centres and System Upgrades. Particular Focus on IP and IVR for a Major Financial Organisation and two National High Street Organisations..Last period of 2008 and 1st Qtr of 2009 have been assigned role of Deal Architect with mandate to deliver contracted solution (value exceeding £10M over 5yrs)

Key Responsibilities:Develop backend MI reporting application from Functional Specification to release which integrates in to a new product launched GPRS Asset Tracking System.Main achievements:Successfully delivered on time and to budget the application development and integration.Achieved all requirements of the Functional Specification and identified other elements for future development giving improved USP's.

Key Responsibilities:Programme Management for the development of all Products and Plans to provide a Implementation and Migration from the clients current telephony solution to a UK Wide FeatureNet 5000 Solution (554 Outlets including N.Ireland,4000 plus users including call centres)Owned the relationship with Snr. Business Facility Stakeholders and 3rd Party Suppliers. Managed the development and implementation of a replacement Nortel Periphonics IVR Solution, complete with bespoke desktop CTI to CRM backend.National Cellstream to Megastream Network implementation and changeoverDevelopment and forecasting of resource expenditure through the project life cycle.Detailed reporting of progress, including Milestones, Risks, Issues, Dependencies and Constraints.Attended proposal review meetings with Senior Stakeholders.Provided the lead on the Implementation and Migration as part of the final solution to the client.Delivered a 40 person Call Centre in Shannon Eire, delivered via MPLS with ISDN DR Circuits.Manage all activities inline with strict Compliance and Change Management Governance/ Change Framework.All work delivered through a team of 4 Internal Project Manager and external contractors.Main achievements:Developed all Project Products: Project, PID, Comms, and Implementation Plan with the exception of the technical design.Developed a comprehensive IVR Service Model, followed by full production deployment.Developed detailed implementation plans to the clients exacting timetable.Presented to Senior Client representatives as part of stage and final proposal reviews.Maintained strong project control and MI reporting.Passed an external Lloyds audit of the project systems, products and procedures.

Key Responsibilities: BID StageProgramme Management for the development of all High Level Implementation/ Migration Products and Plans to provide a Hosted-IPCC Infrastructure for 5000 Agents across 8 UK wide geographical locations.Programme Management for the development of all implementation/ migration products and plans to provide two 1Gb LES Circuits and roll out MPLS to 80 locations throughout the UKDevelopment and forecasting of resource expenditure through the project life cycle.Detailed reporting of progress, including Milestones, Risks, Issues, Dependencies and Constraints.Attended proposal review meetings with Senior Stakeholders.Presented the Implementation and Migration as part of the final proposal submission to the client.Main achievements:Developed detailed implementation plans to the clients exacting timetable.Presented to Senior Client representatives as part of stage and final proposal reviews.Provided significant benefits in the proposal development and its potential to succeed.

Key Responsibilities:Programme Manger for a Portfolio of Pan European VOIP Contact Centre Decants involving New Data Network, Desktop, and Nortel VOIP CSK1000 switches, together with Custom CTI Desktop and CRM (sales force)integration. As part of this migration all inter site moves were coordinated with Senior Business Stakeholders, Facility Owners and 3rd Part Contractors to minimise business interruption. (Dublin, Saragossa and Hamburg)Programme Managed a portfolio of Barclaycard integrations through a team of Project Managers and Software/ Application Developers (Gold Fish) and numerous minor change projects for the IVR's, Call Flows together with revised vocab's. Delivery through a team of Software and Application Developers the IVR Application (Peri) and System Integration (CRM Salesforce) from Design to Implementation with interlocking Service Models. Coordinated via the Account Team the procurement and managed all external partners (Nortel, DeTeWe. Eire Comm. and Telefonica) for the delivery of these VOIP Contact Centres and Infrastructure/Services. Value of the entire delivery for BTGS in excess of £2.5M.Delivery of a 260 Seat Cisco UCCE IPT and CVP Contact Centre migration/ upgrade for Barclays Stockbrokers in Glasgow, this being designed and deployed in a separate location to the Agents, thus providing an in house Virtual Contact Centre base infrastructure.Scheduling, mapping and delivery of a significant change programme of other existing Barclaycards Systems both in the UK and Europe.Coordinating all site facilities and all related 3rd party contractors.Manage all activities inline with strict Compliance and Change Management Governance/ Change Framework.Financial Management and Communication of Programme progress including budget development and management thereof.

Lead several project over the period with the largest facilitating the closure of a major dat centre in the east end of London. The require the dispersal of 600 users to several locations together, providing the systems they would need on day one in phased delivery. Data Centre components were MS and UNIX with many Data Silos, all work completed and moved in a controlled manner to Barclays Main Ddata Centre.

06 (Role and business group transferred to BT Global Services from the 1st March 2005).Key Responsibilities:Project Management of multiple projects ranging from site decants to application development, system re-engineering and system implementation to BAU. Project management for several organisational moves and new system implementation and integration in accordance with PRINCEII (65-2200 Users) including WAN, LAN, Data, Application, Telephony and Infrastructure Migration.Extensive management of internal resource and negotiation of 3rd party contacts and suppliersDeveloped and managed four projects (£2M each) and Operational Budgets (£1M/Yr)Forecasting of expenditure through the project life cycle (RAF's).Detailed reporting of progress, including Milestones, Risks, Issues, Dependencies and Constraints.Manage all activities inline with strict Compliance and Change Management Governance/ Change Framework.Main achievements:Managed the migration due to closure of 400+ users from one location to five separate locations throughout London including WAN, LAN, DATA, UNIX, Win Servers, Switching Infrastructure and Telephony (Nortel, Avaya) systems.Managing the migration of disparate legacy applications utilising Citrix's thin end client access Developed and managed the design and development of all project documentation, project products, project plans and process's, delivering the project with Change Control Procedures and Disaster Recovery Procedures both of which mapped against the organisations Business Continuity Plan.Developed migration strategies from conceptual design through to submission of the Detailed Design Document and subsequent Bid.Successfully Completed a Data Centre relocation including 97 NT4 Servers and 5 UNIX Server consolidation/ rationalisation project. The Centre manages 2200 users across 12 interdependent systems.Managed the re-development of banking systems to leverage new technology.

Key Responsibilities:Managed a Fabrication and Engineering Services Organisation, employing 35 with a turnover of £1.75M (year4).Lead the business's Strategic, Operational, Financial and HR functions.Develop the business, inline with the business plan from inception through to consolidation phase (year4)Report to board on Financial, Operational and Marketing/Sales.Generate client base and deliver year on year improvements in sales and profitabilityManaged the development of effective procurement strategy.

Key Responsibilities:Managed a Fabrication and Engineering Services Organisation, employing 42 with a turnover of £1.9M Lead the business's Operational functions, whilst supported the Managing Director in all other aspectsDevelop the operational facilities and capabilities to deliver the best possible returnReport at board on Operational and Marketing/Sales.Develop and implement business strategy, including procurement and sub-contactor management procedures and policy.Improve client base and deliver year on year improvements in profitability and turnover.

Key Responsibilities:Management of a major refurbishment of Toronto's, Sewerage Treatment WorksManagement and coordination for all planning and scheduling of on-site mechanical activitiesManagement of all health, safety and environmental issuesManagement of two teams of craftsmen totalling twenty.Delivered all phases to schedules returning the facilities to operational use as planned.Achieved a commendation from the unitary authority for the professionalism and coordination of the works.

Key Responsibilities:Supervised a small team (6) of specialist machine shop craftsmen.Managed work allocation and progressing.Managed scheduling and material planning.Assisting in design re-engineering of components and evaluation of manufacturing process.Maintained high throughput achieving averages of 85% of maximum capacity.Maintained right first time of 99%Continuously managed the most productive of three shifts.

Key Responsibilities:Project managed the installation of main body presses production line(Komatsu)Management of a team of eight craftsmen responsible for main assembly of presses.Management of work packages and planning of materials for assemblyCompleted all assembly and commissioning to schedules and without incidentRecovery of defective 1.5 Meter diameter main assembly stay bolt (value of saving $200k

During this four year period gained a vast amount of experience in all aspects of project management, plant maintenance, the fabrication of process plant, together with all types of welding processes and fabrication techniques.