Responsibilities:
• Programme/Project Manager (Prince 2 environment) for programme to roll out web based electronic timesheet solution across 78 NHS Trusts which are clients of NHS Professionals. Pilot electronic timesheets in selected Trusts. Programme coordination and communication. Risk and issues management. Stakeholder management. Business analyst input for definition of simple common processes and reports. Follow up on actions identified in counter fraud review of electronic timesheet solution. Identified requirements for improvements and changes to timesheet processing and worked with IT and supplier to get these resolved. Defined processes for generation of log ins and passwords and communicating details to 25,000 Flexible Workers.
• Project manager and business analyst for requirements definition work for an end to end solution to support interim placements (£100K+ development). Business case definition. Business process mapping. Gap analysis of Interim Placements process against existing Online Booking system (web based solution accessed by NHS Trusts, Flexible Workers and Agencies). End to end solution covering use cases for Contact Centre, Trust user, Agency user and Flexible Worker. Integration with back office system to cover billing of Trusts and payment of Flexible workers. Documenting detailed business requirements for system changes. Liaison with supplier regarding requirements and scoping of development project.
Achievements:
• Successful implementation in 10 pilot Trusts. Formalised processes and procedures and prepared implementation teams for business as usual roll out across all NHSP client Trusts.
• Change management – worked with NHSP key stakeholders to introduce a more rigorous and structured approach for the requirements definition for a major system change (Interim Placements) and the development process to deliver this solution.

Responsibilities:
• Project Manager (Prince 2 environment) to deliver end to an end Examination Timetabling solution for UCL, based on the SITS Student Management system and the integrated Assessment Scheduling software (WASP). Cross-departmental team. The scope of project included: business process mapping, requirements definition, functional consultancy to fit solution to process, business process testing and development of reports, data checks and quality checks for results. Liaised with supplier regarding gaps and issues in software.
• Coordination of the business case, business process map, business requirements and scoping of development project of an on-line booking and payment solutions.

Achievements:
• Delivered strong project management within the fixed deadline.
• Strong risk and issues management to mitigate the impact of poor software quality and gaps that fitted into UCL requirements for complex and highly time-critical process.

Responsibilities:
• Stabilised existing business processes and commission system. Identified key issues underlying the business dissatisfaction with the system and drove through business change and process improvements to deliver a stable and acceptable commissions’ service.
• Project scoping, requirements definition, liaison with supplier regarding the design of full a solution based on INCA incentive management solution or in house build, coordinated with key business stakeholders, development of a testing strategy, data migration strategy and implementation plan for a fully functional commissions system to calculate commissions for 1200+ recruitment consultants.

Achievements:
• Identified and implemented improvements within 6 weeks to stabilise existing commissions’ system business processes.
• Delivered comprehensive requirements, project plan, UAT test cases, clear definition of business processes and business rules and agreed a design with the supplier within 3 months.

Global Finance System Project (Contract)
Responsibilities:
• Project management and business analysis for elements of a global finance system integration project including purchasing, time recording, billing, and management and statutory reporting.
• Coordination with accountants in each of the continental European offices to ensure that key processes and all local statutory reporting requirements could be met before the corporate solution was rolled out.
• Business consultant, supporting core project team in areas of change management and ensuring a holistic and integrated approach.


Achievements:
• All key milestones achieved within time and on budget.
• Carried out rapid analysis to identify plans required to drive forward changes.
• Identified critical connections across disparate areas of activity to ensure business alignment, project integrity and financial and geographic constraints.
• Designed process and tools to support full restructure and conversion of time recording and billing project structure for the Europe region into the global system.

Mobile Devices Sector

Responsibilities:
• Senior Business Analyst / Project Manager for global service systems: warranty claims processing, claims payment, financial reporting, and quality reporting.
• Development of core global claims management system and co-ordination of user acceptance testing for a system processing >1 million claims per month globally.
• Sarbanes Oxley level 1 system subject to statutory controls.
• Program management for all system and process related issues originating from within EMEA region (40 Countries). Close co-ordination with all regional stakeholders.
• European and MEA interface into the global development team for integrated service systems supporting several hundred service partners worldwide (>$400 million claims transaction p.a.).

Achievements:
• Enhanced integrity through formalisation of the global claims management system developments.
• Improved processes included: business case analysis, prioritisation of enhancements, and determining the scope of releases.
• Process optimisation of warranty claims processes in EMEA region (processing >0.3 million claims per month). Implemented serial number validation changes.
• Drove various initiatives to improve the quality of data received from service partners (annual cost savings >$0.5 million).

Customer Relationship Management Systems (Contract)
Working on project at RAC Motoring Services through Adventus Ltd

Responsibilities:
• Consultant business analyst for key elements of a new RAC Motoring Services Membership Enrolment system based on a solution built by integrating Siebel (industry leading CRM) and the Agresso financial system to replace an existing legacy system.
• Defined and developed the end-to-end business processes for sales, call centre and payment collection of activities.
• Facilitated workshops for defining business and system requirements.
• Captured, documented got buy-in for business requirements and end-to-end business processes.
• Supported design, building and testing of the system integration test and business process testing.


Achievements:
• Rapidly assessed the status of a complex integration project and identified serious gaps between CRM system design and existing end-to-end business processes.
• Used extensive analytical skills to ensure business processes were understood fully and the system delivered was fit for purpose in the critical area of integration, with the back-end accounting systems as a full replacement for an existing legacy systems.

Management and Project Management Roles

Responsibilities:
• Project Manager and Lead Business Analyst for a successful pan-European implementation of a $0.5 million central CRM system.
• Managed selection and implementation of the company’s time recording and billing system
• Managed a team implementing and supporting departmental systems for Finance, Marketing and HR. Responsible for the recruitment and development of staff.
• Liaised with senior managers, managing committees, partners (including equity partners).
• Key IT resources involved in development of firm’s management systems and processes through a significant period of growth from a small UK based partnership to a large complex European and then global organisation.
• Worked closely with senior managers in business services departments (Finance, Marketing) to ensure that the IT solutions being delivered were closely aligned with business needs.
• Systems designer on several actuarial systems.

Achievements:
• Managed the implementation on time and budget, to fully integrate a Customer Relationship Management system accessible by 1500+ European associates.
• Implemented a number of business critical systems to support the growth of the organisation and business process changes.
• Designed a set of PC based tools to support improved processes for pension fund valuation for actuarial purposes – still in place 12 years later!