Experienced Business Analyst

Guy Morse Phone: 044*******

Email: ********@*******.***

*** ********** ****

Pullenvale

Brisbane, Queensland

4069

Key Strengths

● High level computer skills including Excel & Word

● 3 years experience in a high profile business analyst role

● Excellent written and verbal communication skills acquired via customer complaints work

● Proven ability in business process improvement acquired via a LEAN course and various projects

● Excellent time management and organizational skills

● Strong analytical and problem solving skills

Career Profile

A business analyst with three years’ experience in the financial service sector, working on high profile

projects in a fast paced environment. A proven track record leading projects and process improvement

initiatives and consistently exceeding expectations. Lean certified and now looking for a new challenge.

Professional History

Business Analyst

Nationwide Building Society (March 2011 - Present day)

Responsibilities:

● Responsible for providing accurate analysis & forecasting information to senior management to

assist with the everyday running of operational areas.

● Identifying trends and highlighting issues that could affect service performance with stake holders.

● Accountable for providing insightful and solution based presentations to stakeholders

● Leading process improvement projects, providing written proposals and cost savings that could

be achieved.

● Engaging with operational area’s and managers to ensure there process feeds are accurate and

all customer data is correctly captured.

● Managing a MI team assigning daily workloads and running daily briefings.

Achievements:

● Implementation of a new productivity monitoring system to capture management information that

was out sourced to India.

● Initiation of a new management information dashboards that captured end to end customer

journey for all aspects of customer account processing.

● Worked as part of a large project team to create and design a solution for mortgage application

processing, delivering accurate management information to stake holders enabling Nationwide to

borrow more money from the government to lend to customers.

● Designed a solution and created live data feeds for three building society's Nationwide took over.

Project Manager

Nationwide Building Society (November 2010 - February 2011)

Responsibilities:

● Accountable for delivering a solution for the back office processing of a newly launched Internet

based savings account.

● Facilitating requirements and evaluating information from various sources.

● Providing on site support and training for back office processing

● Supported the transition of process between admin centres, which included flexible working and

travelling between sites.

Achievements:

● Implemented a new processing system changing from back office paper processing to a

computer database.

● Reduced the volume of staff required to process account opening from thirty four employees to

ten through new processing through continuous improvement.

● Reduced the time it takes for a customer to receive the account information from ten working

days to five working days.

Trainer

Nationwide Building Society (April 2010 - October 2010)

Responsibilities:

● Supporting the transition of the savings helpdesk to a new location three hundred miles away.

● Delivering savings training course to thirty new employees

● Support live customer calls

● Delivering full training on instant savings accounts information and systems

● Flexible working to fit with the business needs

● Developing performance plans for call coaching each person providing constant feedback.

● Liaise and update key stakeholders on progress

Achievements:

● Trained and established a start up team that was fully operational within two weeks - one week

ahead of schedule.

Specialist Savings Advisor (Complaints)

Nationwide Building Society (January 2008 - April 2010)

Responsibilities:

● Dealing with customer issues and complaints and helping to resolve them in a appropriate and

timely manner.

● Making decisions with my savings expertise to help the customer make the most of their savings

● Identifying trends and issues with processes and customer requests and suggest improvements

● Supporting various processing teams with high volume workloads

● accountable as a key contact within savings to provide additional support and guidance with

complex queries to other employees.

Education & Training

Cardiff University (UK) November 2013

Certificate of Lean Course

New College Swindon (UK) 2007 - 2008

Public Services Level 3 Qualifications (A Level equivalent)

Team development, Major Incident management, Emergency Incidents & Public Service employment

-Merit

Understanding Discipline, Diversity, International Perspectives &Outdoor expedition skills - Pass

Churchfields School Swindon (UK) 2002 - 2007

GCSE Grades

English Literature (A)

English Language (A)

Mathematics (B)

Geography (B)

Science (B)

ICT (Merit)

Referees

Current Employers

Michelle Eagle - ********.*****@**********.**.**

Paul Ridgewell - ****.*********@**********.**.**

Character Reference

Tracy Findlay - 043*******

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