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Work Background
DeloitteManagement Consultant
Nov. 2024
GriffinOperational Resilience Manager
Apr. 2024 - Sep. 2024Scotland, United Kingdom
Embark GroupHead of Risk & Resilience
Sep. 2022 - Apr. 2024Dundee, Scotland, United Kingdom
HSBCResilience Risk & Governance Specialist
May. 2017 - Sep. 2022Edinburgh, City of Edinburgh, United KingdomLead the bank’s Global approach to Third Party Risk; authoring formal policy & guidance, designing a full risk taxonomy & control library and rolling out across the global business, establishing a governance regime with vertical and horizontal pillars, liaising with global regulators and managing regulatory responses, leading the integration of TPR with the Non-Financial Risk Transformation programme and the Operational Resilience programmes
Prudential AssuranceHead of Operations Support (Interim)
Nov. 2015 - Nov. 2016CraigforthContracting position to lead the design and delivery of a new Operations Support function for Prudential; sole responsibility for developing the Target Operating Model with Exec level approval, designing a service catalogue, appointing resources and leading the team for first 4 months. Also responsible for developing a “Service Resilience Framework” covering Planning & Forecasting MI, Service Posture, Operational Readiness metrics and Product Release phasing.
International Financial Data ServicesHead of Operational Readiness (Contract)
Apr. 2015 - Oct. 2015Stirling, United KingdomContracting position to lead Business Readiness for UK’s largest Investment Admin Platform migration (c.300k customers, 8m records). Leading the team responsible for scheduling modular code drops, UAT and rapid remediation programme alongside being lead client interface/contact for corporate customer (St James’ Place Wealth Management) on all readiness issues. Also stewarded all Operation Risk activity undertaken as part of the migration.
BarclaysDirector of BPO Governance
Sep. 2011 - Mar. 2015Glasgow, United KingdomLead the development and implementation of a Global Service Management Framework to enhance the management of 4 major BPO programmes in the Investment bank. Included a Service Governance Review across all provider contracts & agreements to establish common governance, SLA & reporting standards. Also responsible for the design & delivery of a Contract Management Framework to control all contractual change & renewal with BPO providers and subsequent leadership of the BPO Service Management function for 2 years.
CapitaHead of Management Information
Jan. 2011 - Aug. 2011Multi-siteLead the Management Information function responsible for Client-Facing & Financial Reporting across all Life & Pensions accounts. In addition to that BAU responsibility I designed a new Client Governance Framework and piloted this successfully with 2 major clients (Zurich and Prudential) before a full roll-out. I also managed the offshoring workstream for the MI team moving to Capita offices in Mumbai.
CapitaManagement Information & Governance Manager
Aug. 2008 - Jan. 2011Multi-siteSenior Team Manager in the MI & Reporting team responsible for all Service Level Reporting and Client engagement on the Prudential Life & Pensions account. Managing a team of 14 analysts (9 offshore) I was accountable for full spectrum performance reporting back to the client - from intra-day call centre reporting to quarterly New Business and Revenue numbers.
Prudential AssuranceSenior Planning & Reporting Manager
Feb. 2005 - Aug. 2008
Prudential AssurancePlanning Consultant
Jan. 2003 - Jan. 2005
Prudential AssuranceProcess Improvement Analyst
Feb. 2000 - Dec. 2002
Standard LifeManagement Information Analyst
Mar. 1999 - Jan. 2000Edinburgh, United Kingdom
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