Investigated and diagnosed the root cause on a series of team performance issues and developed a range of recommendations to help manifest a new company culture focused on team purpose and productivity.
Led the Programme Management of a current state review into Payments Processes and Operational Design within contact centre payments and reconciliations, including the development of a future state Exec KPI dashboard.
Led a review of the banks’ operational processes and controls mapping impacted by CASS regulation, and improved on these to accurately demonstrate compliance in preparation for external auditing.
Led the design and development of business infrastructure, helping to define and shape business processes, system requirements and build team capabilities across the business to better manage supply to meet changes in customer demand.
Led a review of business performance measures and reporting to rationalise and simplify the Executive reporting landscape, and developed recommendations to support the prioritisation of delivery around regulatory reporting.
Supported a transformational step change initiative in Developer Services to improve the delivery of customer focused projects; optimising processes, reducing lead times and OPEX costs, and improving the customer experience in preparation for D-MEX.
Led Diagnostic Analysis into current state process efficiency and performance management, including building the management teams’ capability in Lean and Operational Excellence tools and techniques.
Supported the development and delivery of a mobile authentication suite and improved the Agile delivery methods of other initiatives, releasing public benefits early and improving services.
Led the design, development and implementation of a capability building programme for managers within the Global Investigations team, focusing on the use of root causes analysis to provide a structured framework to support the prevention of reoccurring issues.