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Senior Product Manager

Lilli

At Lilli we proactively and non-intrusively monitor the behaviour of vulnerable people in their own homes. Our remote monitoring technology collects data from various sources and then uses machine learning to understand patterns and trends. We can then provide insights to care professionals who can take action before a decline in health occurs.

Head of Product

Tesco

My role involved enabling teams to reduce manual tasks and processes through cutting edge automation technology. 
Key areas of focus:
- Automation and orchestration (AI/ML/RPA) across multiple business areas (Infrastructure, Service desk, HR, Security, etc.) 
- Building out a Centre of Excellence. 
- Service desk efficiency

Product Manager 

Runpath

•	Certified Product owner for a business loan application journey
•	Scoped requirements with internal and external stakeholders
•	Owned product backlogs for development teams and translated business needs to user stories
•	Created and presented product roadmaps to key stakeholders
•	User research and testing to aid product improvements and new product decisions
•	Competitor and market analysis

Product Manager

Pockit

•	Product owner of 5 Agile engineering teams
•	Certified Scrum Master conducting all scrum ceremonies
•	Key point of contact between engineers and the rest of the business
•	Scope new product specifications with key teams
•	Write user stories 
•	Own and prioritise backlogs of tasks
•	Drive iterative, quick, customer focused product delivery in line with business needs
•	Manage all stakeholders in the product life cycle
•	Run demos and collect feedback

Technical Product Manager

This senior management role involved two main aspects. Talent and Operations. Below are some of the key responsibilities:

Talent:
- Hiring for all positions cross-functionality 
- Interviewing candidates 
- Working on team morale and motivation
- Creating an on-boarding process and training decks 
- Introducing improves benefits  
- Developing promotion tracks 
- Organising frequent team events 

Operations:
- Managing the operations team
- Overseeing Customer Service, Fraud and Finance functions
- Relationship management with 3rd party providers
- Crisis management
- New product specification
- Develop go-to-market strategies for new products
- T&C updates
- Mapping all company roles and processes 
- Working closely with an Agile engineering team

Senior Manager - People and Operations

Pockit offers a Prepaid MasterCard® which allows our customers to load their money on to it and spend in-store and online wherever they see the MasterCard® acceptance mark.

My role at Pockit is mainly to manage operational tasks and the customer service team. 

Main Responsibilities and achievements include: 

- Daily management of the in-sourced call centre team (12 agents), set up in September 2016.
- Recruiting, building and training an internal team of 12. 
- Project managed the migration from a team in India to a UK outsourced team in February 2016. 
- Implementation of Zendesk customer service tool.
- Training - I designed and delivered a 3-day training course for the call centre agents.
- Quality control against KPIs and mystery shops.
- Scoping new products and tools with the development team.
- Implementing new ideas and strategies.
- Project management for large company projects.
- Ensuring stakeholders are kept well informed.
- Planning and budgeting
- Handling escalated customer complaints.
- Processing bank transfers and other manual operational tasks.
- Liasing with all departments and 3rd party providers to ensure efficient operations.

The diverse role is challenging and gives me a great opportunity to learn and develop in my career.

Customer Operations Manager

Halifax

I worked for Halifax after leaving school. I gained experience in a retail sales environment which taught me team work, time management, good communication, customer service and integrity. I was promoted from Customer Advisor to Banking Advisor, I went to a 5 week training course and learnt many valuable transferrable skills such as: attention to detail, motivating employees, selling techniques and professionalism.

Banking Advisor

Experienced Product Leader

User focused product leader with over 6 year’s experience of product management in fast paced environments. 

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