Senior Project Manager - Procentia
(2024-04)
- Project managing across multiple work streams including integrations and managing and tracking dependencies across the project.
- Managing a team of Implementation Consultants, Bas and Developers.
- Stakeholder management and client relationship building.
- Working closely with the client to agree delivery requirements, milestones, governance, and agreed ways of working.
- Working on Implementations worth upwards of £3m
- Managing change requests in accordance with the contract and change via the change control process.
- Writing a Project Initiation Document (PID).
- Developing and maintaining a project plan using MSP
- Working in a consortium with offshore contributors
- Leading regular project progress meetings (via Teams); internal and external.
- Leading monthly project steering meetings.
- Maintaining a Project RAID log
- Keeping the project on schedule, within budget, and as per agreed scope.
- Ensuring the work carried out by the project team is completed to a high standard.
- Managing project teams competing demands and providing input to resource manager and Implementation Director with any conflicts or SME demands.
- Managing client relationships; including fostering opportunities for further development.
- Tracking project performance.
- Build credibility with team members and all internal and external clients.
- Accurate time recording.
- Contributing to process improvements across the Project Management team
- Line manager of two Project Managers.
Project Manager - Computershare
(2023-09)
- Manage Projects to the correct level of governance and in line with the project management methodology
- Work collaboratively and build relationships with internal stakeholders, managing their expectations to ensure the business objectives are being delivered
- Manage workshops and meetings with business and technology
- Validate business cases to ensure solutions are appropriate to the ROI and all benefits are measurable
- Apply the proportionate level of quality assurance and risk management to all change projects to ensure they deliver to the business' requirements and deliver the agreed benefits
- Analyse complex issues and identify root causes
- Work collaboratively and build relationships with internal stakeholders to elicit requirements acceptance criteria to ensure the business objectives and product vision is being delivered
- Support the business to ensure readiness for change
Operations Manager - Computershare
(2020-01 - 2023-09)
Operations Manager managing a team of 12 Project delivery managers working on executive share plan projects. I managed the day to day aspects of the team alongside collaborating with stakeholders, lead project teams, whilst focusing on client products delivering results within time, scope and budget.
- Day to day management and planning of a cross-functional team.
- Leading regular project meetings to provide clear directives and targets.
- Updating, maintaining and developing detailed procedures.
- Ensuring delivery of projects in line with the required timescale.
- Escalation point for clients and team members.
- Regular liaison with internal stakeholders.
- Identifying project complexity and configuration and resolve accordingly.
- Identifying areas of improvement within processes and implementing accordingly.
- Regular one to one meetings and quarterly reviews.
- Review and continuously develop training programs for current and new staff.
- Utlising project management tools to monitor and track projects and progress – including Jira/Kanban using both Agile/Waterfall approaches depending on the project requirements.
- Weekly and Monthly reporting to Senior Management team
- Highlight and escalate issues and risks when notified during management/ad-hoc stages.
Communications Delivery Specialist - Computershare
(2018-12 - 2020-01)
- Producing email broadcasts, statements and other communications for share plan participants, delivering a 'best in class' service with agreed SLA's and quality standards.
- Defining and managing data requirements to ensure 100% accuracy is achieved. This included collating data, running reports and manipulating data as per the client requirement.
- Updating online content for internal and external web pages.
- Develop good working relationships with internal and external stakeholders to ensure deadlines and scope are understood and delivered for each work item.
- Work closely with clients to produce project plans, agreeing communication deliverables as part of larger projects.
- Provide written and verbal guidance and support on best practice for share plans participants, to both internal and external clients.
- Highlight and escalate issues and risks, to ensure that SLA's are met and regulatory requirements are not breached.
- Ensure procedures, checklist and requirements documentation is up to date and relevant.
- Maintain a good working knowledge of the share plans industry and market best practice for communications, to ensure consultation provided is up to date and relevant.
- Attend client meetings and conference calls, ensuring I add value to all interactions.
- Working with the client to design marketing material.
- Supporting my line manager with management of part of the team.
- Running weekly/monthly reports and slides for Senior Management Meetings.
- Attending Management meetings alongside current manager
Customer Service Team Manager - Computershare
(2017-12 - 2018-12)
Administration Team Leader managing a team of 12 multi-skilled Customer Service agents.
- Manage team performance and impact through management, monitoring and statistical data
- Completing daily, weekly and monthly Statistic reports and KPI measurements to develop and drive performance.
- Working as part of the Management team to develop and recognizing opportunities for improvements.
- Deputising for the Operations Manager in their absence
- Completing and presenting monthly PowerPoint slides to senior management regarding work position and any team issues.
- Assisting with the recruitment, selection, induction training and on-going skills development, ensuring to attract and retain talent.
- Providing clear direction and guidance to ensure consistent achievement of KPI's.
- Facilitating a culture of open and transparent communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas.
- Maintaining a positive environment which supports teamwork.
- Monthly one to ones to review performance and personal development plans
- Monthly team meetings.
Senior Case Handler - Computershare
(2017-06 - 2017-12)
Dispute Resolution Executive - The Dispute Service
(2016-02 - 2017-06)
