PMO, Compliance and Quality
Resume:
Richard Shury */** Tama Street, Alicetown, Wellington 5010
************@*****.***
My career has included various administrative roles such as team management, system and process improvement, reporting and MI, project management, and service delivery. I recently moved back to Wellington from London.
Areas of skill and achievement
Advanced skills in MS Office Suite, and use of specialised programs and databases, such as Salesforce, ManageEngine, MS Dynamics, and OneTrust
End-to-end project management, from small engagements to complicated, multi-party projects
Responsible during high-pressure situations, able to prioritise, and resourceful in creating and maintaining practical solutions to workplace problems
Creation and augmentation of reports and operational processes
Recruitment, training and management of staff
CRB cleared in previous roles, have worked with sensitive data and applied Data Protection principles
Education and Qualifications
Justice (ER22.1x) – Ethics and Political Philosophy. HarvardX, online, Nov 2020 – Jan 2021
Infographics and Data Visualisation. Information is Beautiful, online, Sep 2020
ISO27001 ISMS Lead Auditor (CIS LA). IBITGQ, London, May 2020
PRINCE2 2017 Foundation and Practitioner. Global Knowledge, London Feb 2020
Management Training techniques, including Mental Health Awareness. Gemserv, London 2017, 2021
ITIL Foundation Certificate in IT Service Management. Reed Learning, London; Jan 2016
Bachelor of Arts (Honours) in English, First Class. University of Otago, New Zealand; 2000 – 2003
Employment History
Senior Business Planning Coordinator: Gemserv Limited; Fenchurch Street, London, Jan 2019 – Aug 2021
Gemserv is an expert provider of professional services, enabling the energy market transformation and data revolution. My role involved business planning, end-to-end project management and stakeholder engagement, and data analysis.
Oversight and analysis of Consultancy team data, including planning, capacity, earned and expected revenue
Creation and update of the businesses’ project dashboards, providing information on projects won and implemented, margins, capacity, and forward working plans
Simultaneous management of projects of various sizes, from start to finish; stakeholder engagement, scheduling, highlight and burn down reports, plan creation and management; risk monitoring
Set up and monitoring of client tickets on the ManageEngine ticketing system
Creation and update of department templates, instructions and guidebooks
QA of Consultant reports, including ISO and PCI DSS, and presentations to senior management
Cross-departmental working, to enable standardisation of reporting
Set up and testing of internal and external surveys; analysis and presentation of results
Processing of purchase orders, invoicing, and accruals information
Systems and Processes Team Lead: Gemserv Limited; Fenchurch Street, London, Feb 2018 – Dec 2018
My role was to assess and improve systems and procedures across the Key Accounts Department.
Building and updating dashboards for the provision of MI, as well as updates to the monthly Operational Highlight and SLA reports for Board Members and Scheme Directors
Creation and augmentation of weekly and monthly reporting options for KPI information
Planning and design for the rebuild of the MCS Installation Database (MID)
Planning, testing, and delivery of projects such as the installer Fee Increase, certificate Charging Mechanism, website switches to WordPress, and updates to the MID
Regular liaison with the Solution Design Team, to assess requirements and solve problems
Leading on the implementation of ManageEngine as a new records management/customer service tool
Review and update of internal process guides; development of these in line with a QMS system
Implementation of procedures to ensure compliance with GDPR and ISO requirements
Helpdesk and Compliance Manager: Gemserv Limited; Fenchurch Street, London, Oct 2016 – Jan 2018
I managed the Helpdesk and administrative team for the Microgeneration Certification Scheme, and oversaw reporting and improvement actions.
Ensuring the Helpdesk and Compliance team are handling queries within agreed SLAs
Managing a team of Analysts; training, coaching, and development duties
Creation and attendance of change management group
Compiling regular reporting for external clients and stakeholders
Assessing requests for data, and evidence provided for certificate amendments, in line with Data Protection
Coordinating responses to stakeholder and external queries received through the MCS inboxes
Supporting the team as an escalation point for difficult calls or queries
Service Delivery Manager: Kalixa Payments Group; Stanstead Abbots, Jun 2015 – Jun 2016
Kalixa specialise in payment handling and security. A one-year contract, covering parental leave.
Reporting for clients and business management, including weekly update calls
Ensuring that stock levels for products allow for seamless operation and fulfilment
Implementation of control measures, such as account adjustment checks, and access to company databases
Creation of maintenance CAB and ECAB process; provided notifications internally and to the client
Set up and monitoring of social media tracking for a recently launched product
Regular calls with First- and Second-Line teams, to monitor SLAs and determine required actions
Set up and augmentation of product overview reporting, including fulfilment, risk, KYC, and chargebacks
Incident tracking and management, including providing urgent information to the client
Security and Compliance Specialist: ETS Global; Arnos Grove, Dec 2012 – Nov 2014
ETS Global provide standardised English language examinations. My role was to ensure correct and smooth running of exams in the UK. I was also involved with information and stock management and liaising with external parties.
Creation and implementation of procedure, including incident logging, review and cancellation of test scores, compliance requirements, and audit processes
Provided reporting on audit results, incidents, and test data; submitted recommendations regarding each location to management and follows up on required action
Oversaw office staff in day-to-day activities, and office security and Data Protection requirements
Created processes for and managed secure storage, postage, and return of sensitive test materials
Updated process and liaised with the Home Office and stakeholders for score verification requests
Implemented Health and Safety training and protocols for the office
Quality Improvement Consultant: Visa Europe; Paddington, Jun 2012 – Oct 2012
Visa is a global payments technology company. Short-term contract, to assist with the Customer Satisfaction process.
Facilitated regular customer satisfaction reports and presentation of data, and ad-hoc reporting requests
Visa Online administration, supporting internal users and external member queries, and working to SLAs
Ex gratia process: investigation of root causes and process improvements to reduce reoccurrence of issues
Completed MI for various departments within the business, covering SLA, volumes, and POS statistics
References available upon request. My professional profile and recommendations are available on LinkedIn.
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