Director
01-2015 - OraGestione di progetti / Prodotto Acentre specialises in Operations Consulting with a focus on transformation activity through Business Process Management, Data analysis & Diagnostics, Lean/ Agile and Six Sigma methodology.
Nationwide Building Society, Swindon (Contract) 9th March 2016 to 9th September 2016
The core work was on the Mortgage Transformation project which followed the Agile principles and one of the sprints was to reduce the end to end time of processing (from Application to Offer) for specialised lending (Buy to Let). The approach involved creating Value stream maps for the “As-Is” process and design the “To-Be” process by analyzing Transactional data, Customer Experience feedback, Metrics & Measures, and the Underwriting Process analysis. The sprint was constantly challenged with market changes such as stamp duty change and PRA review.
The diagnostics study and simulation indicated a project benefit of 9 FTE and a possibly positive impact to the broker experience.
Lloyds Commercial Bank, London (Contract) April 2015 to Dec 2015
The contractual assignment at Lloyds Commercial Bank was to work with Global Corporate & Financial Institution customer service teams to reduce the Failure demand specifically for Payments, identify performance metrics and reduce FTEs. The approach involved, analysing the failure demand data, conduct a detailed root cause analysis, restructure the workflows, map out process with metrics/ measurement and build in a knowledge management tool.
The project improved the Customer query resolution time from 7 days to less than 3 days with a Query volume reduction by 40%.