Personal Statement

Experienced in Financial Services and skilled in time management, I am highly analytical and committed to the timely delivery of my projects by actively managing my workload. I build rapport through open communication and attentive listening, always delivering to my senior and local stakeholders within timescales, and to consistently high standards.

As a Business Analyst, with an academic knowledge of statistics, I am highly capable in data manipulation and interpretation. Being impartial, thorough, and reliable, I quickly build my credibility with colleagues and earn the confidence of my stakeholder’s by carefully gathering their requirements and generating analyses in the most accessible and persuasive format.

Professional Experience

CAPITA AT LLOYDS BANKING GROUP J UNE 2013 – P RESENT Leeds Westbank, Leeds

Business Analyst Jul 2014 - Present

In Capita's Change Management Team, I work to mitigate LBG PPI Remediation service’s exposure to risk.Following changes to guidance and process, I use statistical analysis to aid business control functions and senior management understand fluctuations in Key Performance Indicators (e.g. Quality and Productivity).I have project managed timings exercises to baseline new processes’ Single Minute Values following change.

I have also implemented my extensive knowledge of MS Excel formulas, pivot tables, Macros and VBA code (Visual Basic 6.5) to build highly automated Excel-based reporting and forecasting tool. My work has improved the Change Management Team’s reporting capabilities by enabling more accurate and efficient data analyses for various governance documents (e.g. ‘Risk, Actions, Issues and Decisions Logs’ and ‘Impact Assessments’).

To help me protect Capita's commercial interests, I actively maintain a wide network of good working relationships.I achieve stakeholder buy-in to my recommendations by being warmly engaging and sensitively diplomatic.My finely tuned soft skills perfectly compliment my MS Visio process mapping ability when making recommendations.

Workflow and Operational Quality Resource Analyst Dec 2013 – Jul 2014

Main Responsibilities

Quality AnalysisFamiliar with existing data warehousing, I developed bespoke solutions to report on Senior Quality Checker’s quality.

Casework AllocationI controlled the flow of casework by assigning cases based on availability and operational performance/ requirements.

Resource PlanningI planned and distributed available FTE resource to meet the differing needs of various workstreams.

Additional Value Added

Project : Knowledge Consolidation Question BankI developed ‘the KC’ to identify and test new-to-bank Complaint Handlers’ knowledge gaps.Completion of ‘The KC’ signifies satisfaction of the FCA Compliant T+C Scheme’s ‘Route to Competency’.The KC also has applications in Route Cause Analysis, the MI it yields highlights failings in guidance and training.

Project : Check the Checker TrackerI streamlined quality assurance reporting by plugging into existing MS Access infrastructure and developing the ‘Check the Checker Tracker’ - the resource tracks performance against the contracted ‘Fair Customer Outcome’ SLA.

39 Echo Central One, Leeds mathew.odonnell@hotmail.co.ukLS9 8FG. 07985 281 247

MATHEW O’DONNELLBSc (Hons)

Subject Matter Expert (SME) Sep 2013 – Dec 2013

An accountable role, providing on-demand support during PPI Complaint Handler’s ‘Route to Competency’.

Main ResponsibilitiesCoaching and TrainingI provided specialist knowledge (often driven by trend analysis) in 1-2-1 coaching and during group training.I reduced business risk exposure by ensuring adherence to the FCA compliant Training and Competency Scheme.

Additional Value AddedDelegate Tranche ReportingI enhanced the accessibility of high and low level MI (regarding the Academy’s progress) for the Operation Managers. My quantitative and qualitative reports earned my secondment Workflow and Operational Quality Resource Analyst.

Senior Quality Checker (SQC) Jun 2013 – Sep 2013

Working to a daily target and subject peer review, I ensured fair outcomes were reached in PPI complaint assessments by checking Complaint Handlers’ rationales and adherence to guidance/processes.

Main ResponsibilitiesAnalytical InvestigationI checked for compliance and consistency in Complaint Handlers’ assessments before recording my findings centrally.

Constructive CoachingI built rapport in 1-2-1 feedback sessions to coach Complaint Handlers and set remedial for them to complete.

Additional Value AddedI served my team as ‘Communications Champion’ by ensuring operational ‘Comms’ were swiftly delineated.

FINANCIAL OMBUDSMAN SERVICE J UL 2012 - J UN 2013 Canary Wharf, London

Adjudicator Specifically concerned with the impartial mediation of alleged PPI mis-sale complaints - I communicated by phone, letter and email to acknowledge and progress complaints before forming and issuing my robust assessments.

Main ResponsibilitiesAnalytical InvestigationI maintained a broad knowledge of financial legislation, and the FSA Disp. Handbook, to diligently analyse case-files and generate outcomes that were fair for both consumers and businesses.

Additional Value AddedProfile DevelopmentTo distinguish myself from my peers, I sought additional training before producing and delivering presentations to my colleagues - this raised my profile and secured endorsement of my projects to divisional heads.

CPP J UL 2010 – J UL 2012 Holgate Park, York

Claims and Fraud Agent .

I administered insurance policies, handled inbound calls and processed claims in a fast-paced call centre.

Main ResponsibilitiesAdministration - Collation and analysis of correspondence and verbal communications in line with the TCF ethos.

Target Driven - Targeted ‘Average Handling Time’, ‘After Call Work’ and ‘Cancellation turnarounds’.

B2B Communication – Liaising and sharing information with both external organisations and business partners.

Dynamic Support - Team efforts to improve service levels in accordance with floor requirements.

Additional Value Added

Trusted ColleagueI articulated feedback from other Agents at TCF roundtables to improve services, products and processes.

Education

YORK ST JOHN UNIVERSITY S EP 2006 - N OV 2009

Psychology BSc (hons) – Accredited by the British Psychological Society

I gained a scientific understanding of human behaviour including; social interaction and cognitive processes.

I built my understanding of personality types and behavioural motivation – invaluable in the professional arena.

In my statistics modules, I learnt to; manipulate variables, successfully gather large data sets and generate statistics, with commentary, before implementing my clearly rationalised findings.

IT Proficiencies

MS Excel, MS Visio, MS PowerPoint, MS Access,

MS Outlook, MS VBA Code, SPSS, Totalview, Verint.

References

Readily available upon request