Change & Transformation
Below is a selection of highlight projects that I have led on behalf of clients:
Supporting vulnerable customers
Senior Consultant (BA/PM at FSCS)
• The objective was to design, plan, cost and deliver an operational compensation scheme on behalf of HM Treasury for a high-profile banking failure.
• Working in collaboration with FSCS and HMT the project success hinged on influencing policy design for maximum customer experience and operational efficiency.
• We managed to deliver £116m of compensation to 9.5k customers on time and 20% under budget. This was the first opt-out scheme for FSCS and won a customer experience award.
Process Efficiency
Lead BA (Morgan Stanley)
• Part of a newly formed Global Process Efficiency team tasked with finding FTE savings via HR process and TOM redesign.
• Work involved taking siloed regional processes to create globally standardised automated processes, and shift work from HR Ops or outsourced vendors to an offshore Bangalore Ops team.
• Key responsibilities: implementation of Process Inventory DB, Governance meetings, Process Efficiency / TOM / vendor reviews.
AI system implementation
Senior Consultant (BA/PM at FSCS)
• Facing high-volumes of claims, the objective was to assist a limited and high-expertise cohort of claim handlers.
• The solution involved FSCS to implement an AI based system to automate claims handling via Azure data lake, Optical Character Recognition [OCR] and Voice to text [IVR].
• Collaboration and close co-ordination with Partners was key to success: Capgemini for Tech and Deloitte & Capita claims handling.
• The pioneered new approach resulted in a 35% time saving and the project winning an industry award for technical achievement.
Target Operating Model & workforce impact assessment
Org Design BA
• Advised Country and Regional Directors across 24 countries, presenting FTE reduction in workforce (~30%), areas that are most ‘at risk’ and solutions on how to repurpose roles by IT upskilling.
• Influenced Country Directors to help support and delegate coordination of data collection
• Managed end-to-end analysis: activity analysis / process mapping (AS-IS and TO-BE) / cost-benefit analysis, to produce robust data evidence for cost savings in staff FTE.
