Complaints Manager - Lloyds Banking Group - United Kingdom
(2022-12)
- Lead multiple teams in delivering key projects, achieving a 100% improvement in project delivery timelines.
- Coach the team on implementing agile best practices through training and mentoring. This has increased team productivity, enabled timely and efficient delivery, and reduced project costs by 30%.
- Identify and address impediments that hinder the team's progress and collaborate with stakeholders to find practical solutions.
- Collaborating with stakeholders to define project scope, objectives, and deliverables, ensuring alignment with business goals.
- Coaching the team to build a customer-centric culture. Involves actively listening to customers' needs and providing support and guidance when needed.
- Continuously identify areas of improvement in the complaint process based on feedback and complaints received.
- Establish and maintain key performance indicators to measure the effectiveness of established processes.
- Foster a collaborative and innovative and innovative team environment, leading to increased employee satisfaction and reduced turnover.
- Reduced the average rate of complaints breaching regulatory guidelines by 80%, thus enhancing customer satisfaction.
- Introduced a proactive improvement strategy, resulting in a 90% reduction in complaints received over 6 months.
- Established a comprehensive Agile coaching program, mentoring 50+ team members and increasing Agile maturity scores from 0-80 to 241-320 within 18 months.
Agile Scrum Master - Impacting Life - United Kingdom
(2021-02 - 2022-11)
- Led cross-functional agile teams to deliver multiple high-impact projects, achieving a 100% on-time delivery rate.
- Managed end-to-end delivery of software development projects, achieving a 95% delivery timeline.
- Developed and maintained comprehensive project plans, ensuring efficient resource allocation and managing risks effectively.
- Collaborated with the product owners to effectively identify values that align with customer needs and business objectives through efficient backlog prioritisation.
- Facilitate Scrum ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives to promote continuous improvement.
- Managed and oversaw the development of marketing strategies for partner companies (film production companies).
- Coached and supported Scrum teams in effectively using Scrum tools (Jira, Trello, and Confluence), enabling effective delivery of increments.
- Monitored the sprint progress by regularly tracking burndown charts while leveraging the velocity matrix to optimise future sprints.
- Upheld the team's adherence to Scrum values and principles, fostering a culture of continuous improvement, prioritisation, estimation, and transparent reporting.
- Increased team velocity by building high-performing teams.
- Successfully delivered partner initiative within the specified budget and timeline.
- Collaborated with product owners to refine and prioritise a backlog of over 100 user stories, resulting in a 90% increase in customer satisfaction scores and a 60% boost in product adoption rates.
Agile Delivery Manager - Providus Bank - Nigeria
(2012-04 - 2020-09)
- Facilitated Agile ceremonies and ensured teams self-organised through effective coaching, knowledge sharing and training.
- Acted as a client-facing manager to ensure innovative products were delivered predictably throughout the project lifecycle.
- Managed stakeholders' expectations through regular reporting highlighting deliverables and milestones.
- Aligned project strategies with the business objectives and established future requirements in response to lean changes.
- Monitored and reported on the progress, risks, and issues of the project, providing regular updates to senior management.
- I was part of the team that successfully transitioned the organisation from traditional waterfall to Agile methodologies, reducing delivery time by 60%.
- I was part of the team that developed Providus Luxe, a product for the bank's high-net-worth Individuals (HNWI).
- I supported development teams towards rolling out financial products that addressed business-critical discrepancies and improved end-user satisfaction by 90%.
- By introducing agile/lean tools and techniques, I increased sales volume by over 100% and profitability by 90%.
