James Keeling

- Delivery lead for Windows onboarding to CyberArk - Remediation of privileged access accounts across the bank - Improving and streamlining current ways of working, providing delivery solutions to reduce time and effort and increase performance and productivity - Detailed analysis of large and complex data sets, identifying trends and cleansing data - Engagement with stakeholders of all levels - Ability to understand complex and technical aspects communicating this in a clear and concise manor to the business

- Working across multiple projects on a large scale transformation programme across West Yorkshire. - Analysing large and complex data sets and providing detailed analysis and performance dashboards to aid service improvement. - Presenting analysis to senior and key stakeholders to identify areas of improvement to aid commissioning decisions. - Quality assurance of data dashboards and analysis.

• Improve & automate current reporting – saving the business time and money • Internal & external shrinkage management – adding value in excess of £100,000 monthly • Responsible for the submission of a substantial monthly invoice & improvement of the process • Capacity planning for 572 FTE across 7 different work streams • Recruitment and attrition management to maximise monthly revenue • Manipulation and analysis of historical data to help improve business performance • Regular present to the operation to raise awareness of the planning function • Senior point of contact between planning and the operation • Performance managing a team of analysts on a day-to-day basis • Attend and chair regular planning meetings

• Introduced WFM system IEX Totalview – full set up, roll out, training and maintenance • Maintenance of team structures across 5 systems in an environment of constant change • Responsible for the submission of a substantial monthly invoice & improving the process • Manipulation and analysis of historical data to help improve business performance • A key person in the structure of the business taking on many tasks as they are introduced and being the lead contact for most planning queries

- Managing a team of 9 analysts on a day-to-day basis - Responsible for the delivery of SLAs - Process improvement - Automation and delivery of new and improved Management Information

- Contact centre optimisation - Analysis of real time and historical data to improve business performance - Delivery of high-level management information to key stakeholders - Managing daily shrinkage and adherence to schedules

- Managing a team of 17 customer service agents on a day-to-day basis - Driving sales and quality figures to ensure targets were met - Driving motivation and morale in a high pressured environment