Nicola Hoy

Analysis and delivery of customer and colleague impacting elements of digital transformation programme; delivering new digital banking capabilities, Lending Originations, and product journeys into Operations and frontline teams. Documented Business Requirements / User Stories, aligned to customer journeys, ensured traceability throughout technical design and build. Delivered ‘As is’ and 'to be' process documentation. Identified and agreed business operational workarounds. Documented end-to-end value stream processes (target business operating model) across Operations and customer facing functions. Led Business Operations workstream, coordinating plan across functions and reporting at Programme level. Reviewed and updated Standard Operating Procedure Documentation. Worked with technology third party provider to design and build digital channel solutions, and interface with current legacy technology solutions and business processes. Agile Product Owner – managed backlog, facilitated priority of scope across sprints, UI / UX review and stakeholder sign off. Provided SME clarifications, progress and RAID reporting, agreed and managed dependencies with other squads. Planned and co-ordinated Business Readiness deliverables across digital channel and Product Originations workstreams. Produced user guides to support adoption of automated Originations journeys. Customer Journey and procedure documentation to support Consumer Duty.

Supported the management of programmes across Commercial Banking, in delivery of agreed outcomes and roadmap, understanding, and communicating against plan; ensuring compliance with all Group policies, legal and regulatory obligations. Responsible for RAID Management, quality assurance and reporting, records management and programme governance. Led delivery of domain outcomes to time and budget; ensured completion of required artefacts in line with project frameworks. Led adoption of Agile culture and tools across domain. Business analysis, defined requirements, delivered and embedded improvements to operating model and processes.

Planned and led implementation activities for multiple system releases for an online on boarding and account opening system, agreed and implemented changes to Customer Journeys. Accountable for RAID Management and reporting, records management and programme governance. Identified, delivered and embedded Agile PMO maturity improvements. Responsible for documenting and mapping ‘as is’ and ‘to be’ business requirements. Designed, built and published a strategic website. Accountable for maintaining the website for financial crime guidance ensuring AML and Customer Due Diligence in line with Financial Crime policies. Delivered strategic solution for the update of Customer on-boarding AML / Customer Due Diligence guidance. Business Analysis, delivery of project / programme outcomes using both traditional (Waterfall), blended and Agile methodologies.

Designed and delivered training for Microsoft Dynamics Customer Relationship Management (CRM) system to 2000 users across UK. Classroom training, online training, mentoring and floor walking. Responsible for functional and non-functional requirements analysis and User Acceptance testing. Produced training materials and embedded aligned operating model across Corporate, Commercial and Business Banking.

Requirements definition and end-to-end project delivery. Responsible for business analysis and delivery of Integration programmes, strategic change and organisational change. Accountable for project management of business change projects.

Business Analysis, process, accounting and settlement model design. Requirements gathering and mapping of current and target settlement and accounting model. Designed and implemented target operating and accounting model for Ulster Bank integration.

Managed end-to-end euro cheque clearing and euro BACs settlement processes for NatWest and Royal Bank of Scotland. Achieved "best in class" status recognised at industry level. Accountable for operational team of 20 staff.

Responsible for design, implementation and management of euro Clearing processes and integration with RBS. Operational team manager for cheque and BACs Clearing, Settlement and reconciliation.