Jul 2013 – Aug 2014 · 1 yr 1 mo · Halifax, United Kingdom

• Responsible for:
• Delivery of up to six concurrent software delivery workpackages, supporting middleware integration of LBG systems for large complex projects and programmes.
• Management of multiple offshore partner teams to deliver to plan, quality and budget.
• Stakeholder management to Senior Programme Manager levels
• Achieved:
• Managed the middleware integration of PayM Pay a Contact - a regulatory and mandatory industry mobile payments platform. This was delivered on time within an extremely tight industry timelines, and successfully saw over 400,000 registrations within a week of launch.
• Removed £150k of external costs for 3rd party physical environments by championing the adoption of CA Lisa Virtual Services to provide feature rich backend stubs.
• Helped move our partners to a Fixed Price delivery model by helping to calibrate a new Fixed Price estimating tool, challenging and reducing costs by focussing on value for money.

Apr 2010 – Aug 2013 · 3 yrs 4 mos · Skipton, North Yorkshire

• Responsible for:
• Delivery of multiple concurrent projects using a corporate Project Management Methodology based on PRINCE2 principles in an agile software development environment.
• Leadership and task management of a team of three business analysts and two business experts and assignment of technical, business and external project resources.
• Commercial, budgetary and supplier management
• Achieved:
• Currently managing an infrastructure implementation project to enable new product delivery.
• Managed a business change project delivering a large operational efficiency saving through implementation of Quality Management and Automated ABC through workflow.
• Managed IT software delivery projects to support credit management through automated bank payment processing, repossession management, and client decision workflows.
• Managed a project to migrate an internally hosted card processing solution, processing card payments in excess of £263m p/a, to a managed service, enabling cost savings and self service.

Jul 2006 – Mar 2010 · 3 yrs 8 mos · Skipton, North Yorkshire

• Responsible for:
• Analysis of credit management systems and processes to improve performance
• Component owner of integrated card payments solution
• Component owner of solicitor instruction solution
• Achieved:
• Designed and implemented an integrated credit/debit card payment solution processing 35,000 payments worth £25m per month. Benefit: saving of 5FTE and a decrease in errors.
• Designed and managed the implementation of a multi-million pound BPM solution across the credit management area, automating the workflow of 50,000 pre-litigation accounts. The solution was short listed for the Credit Today awards “Best Use of Technology” category and won a “2009 Global Award for Excellence in BPM & Workflow”
• Designed and implemented B2B litigation instruction solution – solicitor instruction via secure FTP to commence proceedings. Processing 300 instructions per day. Benefit: saving of 4FTE

Nov 2005 – Jul 2006 · 8 mos · Christchurch, New Zealand

• Responsible for:
• Deployment of JADE Student Management System (UC SMS)
• Implementation and support of the enrolment workflow process
• Application security for academic staff and student portal
• Server architecture and environment management
• Achieved:
• Implemented student enrolment system which successfully processed 15,000 student applications through pre-requisite work lists through to full enrolment
• Implemented and maintained secure and stable JADE systems architecture.

Jan 2005 – Nov 2005 · 10 mos · Christchurch, New Zealand

• Responsible for:
• Direct line management of 6 – 15 staff
• Processing applications to enroll via telephone and student web portal
• Determining business requirements of Student Management System
• Achieved:
• Processed 15,000 applications to enrol in a single two month period.
• Supported and motivated an inbound call centre team.

Apr 2004 – Nov 2004 · 7 mos · Whitehall, London

• Responsible for:
• Analysis of current systems and processes to improve operational performance
• Liaison with management and suppliers to negotiate requirements
• Active involvement during development and UAT
• Providing documentation and training for 80-130 staff
• Achieved:
• Implemented printing solution – savings of £50,000 p/a and £40,000 capital investment.
• Implemented a centralised ministerial correspondence system – increased accountability and helped decrease processing time from 25 to 14 days to meet needs of Freedom of Information Act.

Jul 2003 – Mar 2004 · 8 mos · Whitehall, London

• Responsible for:
• Documenting business case for the merge of email contact centre with call centre.
• Design of system processes and staff procedures to meet new requirements
• Regular QA to ensure email drafting meets DH standards
• Providing documentation and training for 12-20 staff
• Achieved:
• Successful merge of email and call centre to become DH contact centre
• Decrease in email response time from 25 days average to 80% response within 48 hours.
• Increased job satisfaction for staff due to job share of email and phone calls.
• National Vocational Qualification in Customer Service (Level 2).