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Work Background
ThreddHead of Implementation Delivery: Revenue Generation, KPI Reporting, and Process Automation
Jan. 2022 - Dec. 2023London, United KingdomThredd is an expanding card payment processor, supporting FinTechs in the end-to-end delivery of innovative new credit and debit card propositions into market. ๐ฅ๐ผ๐น๐ฒ ๐ฎ๐ป๐ฑ ๐๐ฒ๐ ๐ฅ๐ฒ๐๐ฝ๐ผ๐ป๐๐ถ๐ฏ๐ถ๐น๐ถ๐๐ถ๐ฒ๐
โช๏ธ Lead an 18 strong team across UK, Singapore, India, and Dubai
โช๏ธ Onboard brand new clients and their initial product offerings
โช๏ธ Expand existing clients' card programmes to support their organic growth
โช๏ธ Act as initial escalation point for clients during implementations โช๏ธ Collaborate across Sales, Account Management, Finance, Product, IT, and Support teams
โช๏ธ Identify and deliver system and process improvements to drive productivity gains ๐๐ฒ๐ ๐ฆ๐๐ฐ๐ฐ๐ฒ๐๐๐ฒ๐
โช๏ธ Designed and and rolled-out of a strategic and transformational Salesforce-based Implementation Management and Reporting solution (IMARS), with associated process maps, training, documentation, and change control
โช๏ธ Achieved a significant reduction in project / revenue delivery time by 33% (2023 vs. 2022)
โช๏ธ Turned around C-Suite level perception of poor-quality and unreliable metrics into โbest in classโ business analytics, facilitating enhanced key business decision making
โช๏ธ Designed and delivered brand new forecasting model to assist with resource allocation and capacity planning, to prompt โahead of timeโ recruitment discussions
โช๏ธ Spearheaded delivery of a portfolio of over 550 product implementations and change requests
Edge by AscentialGlobal Head of Activations: Governance, Revenue Enablement, Process Mapping & Automation
Jan. 2021 - Dec. 2022London, United KingdomEdge by Ascential is a provider of online price and promotion analytics services to assist manufacturers to optimise their online product propositions, drive engagement, and ultimately increase sales. ๐ฅ๐ผ๐น๐ฒ ๐ฎ๐ป๐ฑ ๐๐ฒ๐ ๐ฅ๐ฒ๐๐ฝ๐ผ๐ป๐๐ถ๐ฏ๐ถ๐น๐ถ๐๐ถ๐ฒ๐
โช๏ธ Lead and govern a newly formed outsourced India-based product implementation team
โช๏ธ Deploy platform configuration for new and existing client manufacturers across the globe
โช๏ธ End-to-end project lifecycle management and delivery (scope, planning, risk, issue management)
โช๏ธ Collaborate with Sales to understand scope of work in the pipeline in readiness for implementation
โช๏ธ Act as a client escalation point and help troubleshoot issues ๐๐ฒ๐ ๐ฆ๐๐ฐ๐ฐ๐ฒ๐๐๐ฒ๐
โช๏ธ Finalised hand-over from incumbent team to new outsourced team
โช๏ธ Restructured team of 11 into dedicated implementation specialists to focus solely on client activations
โช๏ธ Completed an in-depth skills and knowledge assessment for the new team to identify SMEs and knowledge gaps, and drive development plans to close these
โช๏ธ Scaled up the team to 29 to meet increased client demand and overall business growth
โช๏ธ Oversaw the review, acceptance, scheduling, and delivery of over 2,300 client activation requests
โช๏ธ Completed implementation process maps across all product lines, for data-to-day operational use, to identify automation opportunities in new Jira tool, and reduce client delivery times
TSYSDirector Project Management: Data & Analytics Platform, Client Implementation Planning, and PMO
Jan. 2018 - Dec. 2021York, United KingdomTSYS is a leading global provider of seamless, secure, and innovative solutions to payment card issuers, financial institutions, and retail companies across the globe; headquartered in Columbus GA, USA and York, UK. ๐ฅ๐ผ๐น๐ฒ ๐ฎ๐ป๐ฑ ๐๐ฒ๐ ๐ฅ๐ฒ๐๐ฝ๐ผ๐ป๐๐ถ๐ฏ๐ถ๐น๐ถ๐๐ถ๐ฒ๐
โช๏ธ Implementation readiness planning for a new client enterprise-level Data & Analytics platform
โช๏ธ Build new US and UK based product implementation teams in preparation for client deployments
โช๏ธ Recruit and lead a separate PMO team to support US and European product implementation teams ๐๐ฒ๐ ๐ฆ๐๐ฐ๐ฐ๐ฒ๐๐๐ฒ๐
โช๏ธ Planned and conducted cross-functional implementation workshops in the US and UK
โช๏ธ Identified key NFRs to feed into the product backlog to aid implementation and support teams, and reduce delivery lead times
โช๏ธ Helped define success and acceptance criteria for Beta- and General-Release
โช๏ธ Produced comprehensive implementation plans and associated materials, adapted as the product evolved, and with internal dry-run proving prior to live client engagement
โช๏ธ Rolled-out a light-weight time recording solution to a 100 strong team
โช๏ธ Developed bespoke capitalisation training, resulting in a 100% increase in capitalised effort, positively impacting the companyโs P&L
โช๏ธ Designed and deployed post implementation client satisfaction surveys to identify good practices and improvement opportunities across all functions, overcoming initial internal resistance
โช๏ธ Established product level change forecasting and risk assessment to assist team-wide implementation planning
โช๏ธ Introduced functional and executive level dashboards to demonstrate delivery against goals and KPIs
MitrefinchHead of Development: Hardware and Software Product Development
Jan. 2017 - Dec. 2017YorkMitrefinch is a provider of employee management and security software and hardware solutions, including time & attendance, absence management, rostering, HR, payroll, and biometric access control. ๐ฅ๐ผ๐น๐ฒ ๐ฎ๐ป๐ฑ ๐๐ฒ๐ ๐ฅ๐ฒ๐๐ฝ๐ผ๐ป๐๐ถ๐ฏ๐ถ๐น๐ถ๐๐ถ๐ฒ๐
โช๏ธ Lead a 30 strong team across Business Analysis, Product and Project Management, Software Development, Hardware Development, Systems Testing, and Technical Authoring
โช๏ธ Oversee key agile processes, including backlog grooming, sprint planning and cadence, retrospectives, and daily stand-ups ๐๐ฒ๐ ๐ฆ๐๐ฐ๐ฐ๐ฒ๐๐๐ฒ๐
โช๏ธ Devised annual product development roadmap and promulgated across all functions
โช๏ธ Led requirement definition stages for an innovative new โmobile-firstโ T&A product
โช๏ธ Restructured team to reduce โspan of controlโ, improve communication, and overall project visibility
โช๏ธ Developed new metrics and dashboards to demonstrate product development progress and support blackspots
โช๏ธ Designed a new hardware development governance process in the absence of anything formal
โช๏ธ Introduced monthly team reviews to broaden knowledge, celebrate successes, and improve morale
CPP Group plcHead of Business Systems: Software Development, Testing, Support, Data Mgmt, BI, Transformation
Jan. 2014 - Dec. 2016York, United KingdomCPP Group provides a range of assistance products and services direct to customers and corporate clients in the insurance and financial services industries in the UK, Europe, and Asia. ๐ฅ๐ผ๐น๐ฒ ๐ฎ๐ป๐ฑ ๐๐ฒ๐ ๐ฅ๐ฒ๐๐ฝ๐ผ๐ป๐๐ถ๐ฏ๐ถ๐น๐ถ๐๐ถ๐ฒ๐
โช๏ธ Lead a team of 50 across Software Development, Business Intelligence, Data Management, Application Support, and Systems Testing disciplines
โช๏ธ Deliver growth, improvement, compliance, and support activities across the CPP group of companies across the globe to support it's growth and efficiency plans
โช๏ธ Manage all external IT application system suppliers and service partners ๐๐ฒ๐ ๐ฆ๐๐ฐ๐ฐ๐ฒ๐๐๐ฒ๐
โช๏ธ Led cultural change, turning around a demotivated and demoralised team through open leadership, delivering on their needs and my commitments to them
โช๏ธ Acted as a trusted partner IT Lead for a major transformation to re-platform the business, working alongside functional stakeholders and a new third-party system provider
โช๏ธ Led the initial solution design of a new Identity Theft Detection and Alerting product
โช๏ธ Oversaw the delivery of a wide range of projects to support internal initiatives, regulatory / compliance / FCA mandated redress schemes, and existing product and service development
โช๏ธ Identified, engaged, onboarded, and subsequently managed a third party UK and Belarus based development company to augment the existing team
drydensfairfax solicitorsHead of IT and Business Change: Projects, Software, Infrastructure, InfoSec, Service Delivery
Jan. 2013 - Dec. 2014Bradford & Leeds, United KingdomThe UK's largest specialist debt recovery law firm dealing with portfolios in excess of ยฃ100,000 for lenders, debt purchasers and commercial businesses, handling significant volumes of both regulated and non-regulated collections and litigation instructions. ๐ฅ๐ผ๐น๐ฒ ๐ฎ๐ป๐ฑ ๐๐ฒ๐ ๐ฅ๐ฒ๐๐ฝ๐ผ๐ป๐๐ถ๐ฏ๐ถ๐น๐ถ๐๐ถ๐ฒ๐
โช๏ธ Figurehead for IT across the business, clients, and third party service providers
โช๏ธ Support day-to-day business operations (growth, compliance, efficiency, and service quality)
โช๏ธ Ensure platform capability, stability, and scalability, including the Liberate CMS
โช๏ธ Lead a multi-functional team of 25 people, across Project Management, Software Development, Infrastructure, and Service Delivery ๐๐ฒ๐ ๐ฆ๐๐ฐ๐ฐ๐ฒ๐๐๐ฒ๐
โช๏ธ Restructured and streamlined team with nebulous responsibilities into three distinct units
โช๏ธ Consolidated two disparate incident management processes, fully outsourcing the Help Desk
โช๏ธ Led replacement of the entire desktop estate for continued PCIDSS compliance and improved business resilience
โช๏ธ Initiated and oversaw implementation of ISO 27001 (IS Management), a critical gap in certification
โช๏ธ Led the development and delivery of a business-wide business continuity plan
โช๏ธ Designed and implemented a unified three-tier project delivery methodology, optimising governance and headcount allocation
โช๏ธ Overhauled the change management process to make it cross-functional and transparent
โช๏ธ Took control of a previously failing implementation of a business-critical dialler, delivered within 3 months
Santander UK Corporate & CommercialHead of IT Engagement: Governance, Project / Programme / Change Delivery, Service Delivery
Jan. 2011 - Dec. 2012Leeds, United KingdomSantander UK is a large retail and commercial bank based in the UK and a wholly-owned subsidiary of the major global bank Banco Santander. ๐ฅ๐ผ๐น๐ฒ ๐ฎ๐ป๐ฑ ๐๐ฒ๐ ๐ฅ๐ฒ๐๐ฝ๐ผ๐ป๐๐ถ๐ฏ๐ถ๐น๐ถ๐๐ถ๐ฒ๐
โช๏ธ Act as the "local CIO" for the retail cards division (B2B and B2C)
โช๏ธ Lead IT engagement (programmes, high-volume change requests, incidents, and service delivery)
โช๏ธ Matrix manage all IT development and support activities across internal service providers ๐๐ฒ๐ ๐ฆ๐๐ฐ๐ฐ๐ฒ๐๐๐ฒ๐
โช๏ธ Spearheaded planning and lifecycle delivery of a ยฃ15mm portfolio of work
โช๏ธ Led a cross-functional business stabilisation programme, identifying key customer impacting issues, developing solutions, and effectively eliminating root causes of over 70 critical problems
Santander UK Corporate & CommercialHead of Process Control & Change Management: Governance, Transformation
Jan. 2010 - Dec. 2011Leeds, United KingdomSantander UK is a large retail and commercial bank based in the UK and a wholly-owned subsidiary of the major global bank Banco Santander. ๐ฅ๐ผ๐น๐ฒ ๐ฎ๐ป๐ฑ ๐๐ฒ๐ ๐ฅ๐ฒ๐๐ฝ๐ผ๐ป๐๐ถ๐ฏ๐ถ๐น๐ถ๐๐ถ๐ฒ๐
โช๏ธ Provide governance over and coordinate work across three key internal service providers ๐๐ฒ๐ ๐ฆ๐๐ฐ๐ฐ๐ฒ๐๐๐ฒ๐
โช๏ธ Planned and executed a seamless migration of circa 9mm accounts, successfully delivered in 4 phases
โช๏ธ Realised a significant 15% improvement in accepted loan application conversion rate performance
โช๏ธ Delivered a 75% reduction in mean โtime to cardโ through targeted process and MI improvements
The British LibraryInterim Programme Manager
Jan. 2009 - Dec. 2009Thorp Arch, United KingdomThe British Library is a non-departmental public body sponsored by the Department for Culture, Media and Sport, whose mission is to make the UK's intellectual heritage accessible to everyone, for research, inspiration and enjoyment. An interim role, to manage the initial stages of the Libraryโs strategic โCustomer Management Programmeโ, focused to deliver the foundations upon which a new generation of customer web-facing solutions were to be built and legacy systems retired. Composed of eight component projects, including systems upgrades, new system installation and integration, and governance process definition.
GE Money BankInterim Consultant and Programme Manager
Jan. 2008 - Dec. 2008Leeds, UK | London, UK | Copenhagen, Denmark | Helsinki, FinlandTo deliver a critical IT programme as part of GE Moneyโs โฌ1bn divestiture of several European businesses, covering contract review, software delivery, testing, third party management, implementation planning and execution, and executive / client reporting. Critically, shared services had to be separated out to ensure business continuity post divestiture (including systems, people, and processes), with overlaid governance to ensure there were no conflicts of interest and ensure strict data protection and confidentiality between all parties. In addition, I identified a contract restriction that did not allow source code for some proprietary software to be shared with the purchasing company; after escalation and discussion with the global CIO, a new shared service company was formed to provide development and support services until the system was eventually retired.
GE Money BankHead of Decision Services: Data Warehousing and Business Intelligence
Jan. 2007 - Dec. 2007Leeds, United KingdomLed the development and support activities across the suite of Data Warehouses and Management Information repositories, primarily supporting the Risk and Marketing functions. ๐๐ฒ๐ ๐ฆ๐๐ฐ๐ฐ๐ฒ๐๐๐ฒ๐
โช๏ธ Removed 30% (ยฃ1.5mm) of budgeted discretionary spend
โช๏ธ Led investment planning and tender process for a new ยฃ2.5mm Enterprise Data Warehouse
โช๏ธ Integrated two separate business teams into the IT function, aligning roles and governance processes
GE Money BankHead of IT Service Delivery
Jan. 2004 - Dec. 2007Leeds, United KingdomLed a 120 strong team in the UK and India delivering a โfull spectrumโ service delivery function for the bank:
โช๏ธ Proactive: service design and improvement, change mgmt, monitoring, capacity mgmt
โช๏ธ Reactive: help desk, incident management, application support (across 7 discrete platforms)
โช๏ธ Ancillary: departmental finance, departmental and business level information security ๐๐ฒ๐ ๐ฆ๐๐ฐ๐ฐ๐ฒ๐๐๐ฒ๐
โช๏ธ Devised, agreed, and implemented a new service model to address short- and long-term needs, based on customer, client, and colleague feedback... โ Formed dedicated Root Cause Analysis team and processes to tackle deep rooted problems โ Introduced of Relationship Managers to improve internal and client service communications โ Overhauled Change Management policies and processes, with a cross-functional CRB
โช๏ธ ...which resulted in vastly improved colleague, client, and customer satisfaction: โ High severity incident levels reduced by 95% โ Change-related incidents reduced by 60% โ Help desk calls reduced by 25% (down from 21k/m), supporting budget reduction / reallocation
โช๏ธ Lead in the recovery of BaU operations following a site loss business-critical incident: โ Contact centre loss with 750 staff displaced from their normal seats overnight โ Team rota's employed to maintain BaU operations, over and above normal 24x7 support โ Recovery operations successfully completed
โช๏ธ Managed an (adjusted) ยฃ20mm annual budget, saving 15% from annual hosting costs in the first year through consumption analysis and prudent system resource allocation
โช๏ธ Tendered and negotiated application support contracts with existing and challenger vendors โช๏ธ Provided systems due diligence for several M&A initiatives
โช๏ธ Led a full systems outsourcing review with multiple third party providers, developing materials to outline products, services, and channels; reviewed and queried responses; formulated and presented recommendations to c-suite members at local and global level
GE Money BankProgramme Manager / Product Design
Jan. 2003 - Dec. 2004Leeds, United KingdomLed the design, development, and deployment of โEdgeโ, a new cutting-edge financial product that combined the features of a โone-off, fixed repaymentโ promotional purchases (e.g. Buy Now Pay Later, Interest Free Option) with a card-based revolving finance product, launched and accepted in a network of issuing and accepting retailers across the UK. Designed to support retailers to bring new promotions to market swiftly, variations on products being pre-configured and enabled within hours, removing the need for bespoke software development with typical 3 month lead times. โช๏ธ Designed initial product and system, using key learnings from UK, US, and Australian markets
โช๏ธ Led a cross-functional team of 20 to define, prioritise, and produce Product Specifications and Operational Requirements, delivered within 6 weeks
โช๏ธ Secured ยฃ8mm IT budget and recruited a team of 70 PMs, BAs, and Developers, split across 5 work streams
โช๏ธ Led all IT activities to deliver in under a year, and successfully launched with an initial 5 retailers
GE Money BankProject / Programme Manager
Jan. 1998 - Dec. 2003Leeds, United KingdomWorking on a variety of VisionPLUS based projects in the UK, Germany, France, India, Thailand, and Indonesia. Led early IT discovery for a "rooftop consolidation" programme to integrate the auto loan division from Edinburgh into the Leeds operation.
GE Money BankBusiness Analyst
Jan. 1994 - Dec. 1998Leeds, United KingdomDelivered a number of projects to deliver new product capability, and support client onboarding and launch. Worked with PaySys, vendors of VisionPLUS to specify and deliver new system capability to support promotional loans; implemented into the UK.
Tenhill Computer Systems LtdAnalyst Programmer
Jan. 1990 - Dec. 1994Leeds, United KingdomSoftware development and support on the proprietary leasing (TenLease) and banking (TenBank) platforms across the UK (AmEx), Frankfurt am Main, Germany (Frankfurter Kreditbank GmbH), and Brussels, Belgium (FinScania SA) on DEC DIBOL and AS/400 C / Synon architectures.
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