Pay.UK

Product Analyst - Business Development Office 

•	Management of 38+ participants for Faster Payments including carrying out performance reviews as well as ensuring dashboards and MI reporting are produced and distributed
•	Ownership of Customer Account Switching service including analysis to identify key service users and areas for improvement
•	Management of the Credit Payment recovery process including contribution to the CPR working group and hosting quarterly meetings with all CPR participants
•	Provide regular and ad-hoc analysis that provides business insight to Senior Management and the COO. Collates and analyses payments data, supplier performance and Participant performance data to internal and external stakeholders and to support agreements and implementation of Service Level Agreements
•	Act as a point of escalation for operations team regarding processes and committees, with an understanding of the end to end process to fulfil customers’ requirements
•	Identifying service improvement opportunities whilst seeking to develop existing processes, including automation of excel reports and producing efficient reporting methodologies. 
•	Supporting key change projects for the payment managed services operations, carrying out procedure reviews and updates
•	Review of availability calculations and standing order throughput, extraction of data to Participant dashboards and SharePoint
•	Providing accurate reporting and forecasting to enable business planning and monitoring performance. Obtaining Participant volume forecasting figures and generating summary reports to drive financial and business planning.
•	Providing quantitative analysis in support of development initiatives
•	Supporting Management including monitoring of KPI’s and adherence to SLA’s as well as Assurance
•	Managing the production of supplier performance information to ensure supplier contractual and other obligations are met
•	Key liaison for FPS Net Sender Cap Management Process and overseeing Monthly stress testing reports

Service Line Officer (Faster Payments/Real-Time)

Citi

Operations Support Manager (VP), Citi Holdings - Prepaid Cards Services EMEA

•	Management and oversight of all Back Office functions, daily interactions with the team based in  India to ensure delivery of key tasks
•	Responsibility for financial operations activities, preparing and reviewing general ledger account and operational reconciliations/breaks and for maintaining key financial and operational metrics 
•	Ownership and management of financial reconciliations (cash/non-cash), VAT returns and general reporting and driving investigations to identify/resolve breaks 
•	Clean up of all internal accounts with daily/weekly reviews on open items within Cash and Suspense accounts with Finance and settlement teams
•	Process mapping/re-engineering – leading and supporting the end-to-end mapping /re-engineering of key processes. Procedures writing and reviews (MS Visio) for both client and internal operational use
•	Managing all migration activities for the closure of SPS program including designing payment processes and mailing strategies
•	Producing detailed analysis on excel in relation to migration SPS Program
•	Implementation of GDPR within operations including process design and reengineering to accommodate GDPR requirements
•	Driving programme improvements across Prepaid and Simple Payment service and leading on change requests working closely with projects teams to deliver on implementations 
•	Proactively driving the resolution of technical issues by providing support, analysis and advice. 
•	Support Departmental financial management, including budgeting, forecasting, monthly financials, and accruals management 
•	Responsible for producing Monthly Billing, Service level reporting, MI and KPI for delivery to client
•	Producing and submitting all regulatory reporting on Monthly and quarterly basis
•	Owning sanctions screening and AML processes for Prepaid EMEA ensuring adherence to sanctions compliance policies and standards

Operations Support Manager - Vice President

Business Information Security Officer and Financial Operations Manager (AVP) - Risk & Controls team for Wholesale Cards Operations EMEA

Responsible for all BISO functions for Commercial and Prepaid cards:
•	Quarterly MCA (Managers control assessment) and RCSA (Risk & Controls self-assessment) completion and submission for all work streams across operations
•	Management of all Information Security related incidents (SIRT’s) ensuring thorough reporting
•	Management of Corrective action plans, Risk Exceptions/Assessments and deviations
•	Working on Third Party Information Security Assessments for all vendors and suppliers
•	Owning records management inventory and process, ensuring the adherence to record retention periods
•	Owning Continuity of Business process and performing/coordinating call tree testing and offsite working
•	Driving change management for sanctions processes by engaging with Sanctions compliance and Technology. Owning sanctions screening process for Wholesale Cards EMEA
•	Manage and own Risk & Controls work stream for all new projects/client onboarding including launch of SPS (UK Government contract for EMEA Prepaid Cards)
•	Risk & Controls workstream lead for project documentation, detailed input into requirements BRD & FRD

Responsible for Financial Operations:
•	Reconciliation and proofing of all accounts, sub ledgers and general ledgers across Commercial and Prepaid for submission on a Monthly basis
•	Report and manage Account information requests and red account submissions/exceptions. Deal with queries on red accounts 
•	Clean up of all internal accounts with daily/weekly reviews. Working on resolving exceptions
•	Creation of on-going reporting and oversight of Financial Operations 
•	Accountable for ensuring all ledgers are within tolerance according to ledger attributes. Working on resolving all ledger breaks with GRU (Global Reconciliation Unit) and settlements teams
•	Manage Deferred and Suspense items for Irish and UK ledgers

Business Information Security Officer - Assistant Vice President

Business Analyst for Wholesale Cards Operations EMEA Projects team.

•	Delivering on the strategic Commercial Cards Paper statements reduction program and managing the change to online servicing. Saving the business circa $1m per annum on production of paper statements for individually and centrally billed clients
•	Owning and progressing the reporting work-stream within the program. Establishing process of receiving regular updates of data and manipulating large data in excel and access to generate critical MIS for decision making for senior management 
•	Integral part of the Payment Services Directive compliance initiative where customers’ Conditions of Use (legal documents) were revised. Engaging with vendors to execute the printing and dispatch of over 100,000 letters with Conditions of Use. Translation of documents to 11 languages via vendors.
•	Managing the release of key sanctions screening and AML related projects
•	Critical role in migration project where Customer service centre and Client Account Specialist teams were migrated from Barcelona to Edinburgh. Responsible for setting up all systems access. Liaising and working with technology teams on a daily basis to resolve issues and deliver on technology related items
•	Defining & implementing the end to end operations readiness for trophy deal implementations
•	Identifying gaps in current operational capability, implement solutions
•	Standardising and reengineering processes as appropriate across the region and in new markets
•	Workstream lead for project documentation for all major projects, detailed input into requirements BRD & FRD
•	Overseeing Project governance and ensuring deliverables are met and project life cycle is followed

Business Analyst

Experienced Operations Support Manager with a demonstrated history of working in the financial services industry. I have many years of experience in Cards and Payments. 

Skilled in Portfolio Management, Financial Risk, Business Relationship Management, Data analysis and reporting, Client relationship management, Risk Management, and Banking. 

Strong business development professional graduated from Queen Mary University of London.

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