Highly committed and capable Programme / Project Manager with a proven track record of delivering exceptional results in very fast moving and dynamic environments. Experience of designing and leading transformation delivery programmes within Banking and Financial Services, using (amongst others) MSP, Lean Six Sigma and Vanguard techniques. Strengths: • Excellent Leadership and communication skills, in identifying efficiency opportunities, regulatory demand and business needs and priorities. • Documenting clearly defined implementation or operational readiness strategies and plans. • Developing a suite of change plans, from detailed implementation plans to high level milestone plans and action trackers for varying audiences. • Agreeing prioritised plans with key stakeholders and third party suppliers. • Stakeholder management within complex relationship models. • Developing and leading governance structures and PMO activities in support. • Programme / Project management within aggressive timescales. • Motivating teams and managing performance in line with plans. • Identifying, documenting and managing risks, issues, dependencies, assumptions and leading subsequent problem solving in complex environments and situations. • Systems and architecture understanding, with an ability to grasp and understand new technologies, at a business level, quickly. • Flexibility and adaptability, with total commitment to achieving team goals. Areas of Expertise: MSP – Managing Successful Programmes Project Management Documentation, Leading business change Full lifecycle project management Banking, Arrears Management, Financial Services, User / system specification Process Improvement / Efficiency Operational Readiness Call Centre Projects / One and done Workshop facilitation Conduct Risk / Strategy Project initiation Management of IT & 3rd party suppliers Process design Implementation Strategies

Transformation Programme Manager (Contract) @ From September 2015 to Present (3 months) Salford QuaysProject Manager - Financial Crime (Contract) @ From October 2014 to August 2015 (11 months) Manchester, United KingdomConduct Strategy Implementation Manager (Contract) @ CONTRACT: October 2013 – March 2014 – Conduct Strategy Implementation manager, Identification and review of the Group wide Critical Customer Interactions for post sales activity. Applying Lean principles in mapping and improving the E2E (cross divisional) customer journey ensuring fair Customer treatment and outcome, along with developing the surrounding Governance. Enabling and supporting culture reform, empowering the operations in a journey of continual improvement. Contract Extension March 2014 – September 2014 - Conduct Strategy Implementation Manager, working with the divisions and leaders across Lloyds Banking Group, along with Ernst and Young, to identify key strategies to take the Group to a leading position within the industry on matters related to conduct. Leading the groups thinking around strategy and governance design in order to break down divisional boundaries and focus on true end to end customer interactions. Developing change plans and managing and monitoring progress of those plans ensuring key dependencies on other programmes of work are understood and managed. From October 2013 to September 2014 (1 year) Halifax & London, EnglandLead Improvement /Transformation Programme Manager @ Transformation Programme Manager leading the transformation change portfolio for Operational Arrears Management (OAM), including process improvement, operational efficiency and regulatory compliance and best practice projects. The OAM function was formed at the merger of the Britannia Building Society with Co-Operative Financial Services. I was brought into the leadership team to build and lead a transformation team, the surrounding governance and stakeholder frameworks and our own agile project lifecycle. Since inception, the Programme has delivered across multiple sites; A new Avaya integrated telephony system, a new tactical (Quire) Dialler, Nice call recording technology, Phase 1 of a Secured Arrears Collections Strategy, a suite of process efficiency change using Vanguard System Thinking method, movement of operations from our London site into our Plymouth site, with new operating models and documented all operational processes in MEGA. Currently the programme is responsible for delivering; a suite of Regulatory compliance change, a new strategic Aspect Dialler, IVR technology with automated payment capability, PCI compliance, PPI, Phase 2 of the Secured Arrears Collections Strategy and creation of new system and processes to support new operational activity. From May 2010 to October 2013 (3 years 6 months) north westData Governance Manager @ Managing a team of data analysts and data managers within the Data Governance Discipline. A founding member of the National Data Governance Forum I advised other financial services business on best practice for good data management. |Developed and implemented a robust policy and framework for data ownership and management via Data Governance Committee and Data Management Forums. Created a suite of scorecards and supporting analysis which enabled the data owners (heads of Data Management Forums) to assume accountability and track quality and security of data within their spans of control. Implemented tactical and strategic solutions in answer to the FSA findings of the industry which reduced CFS exposure to fine or reputational damage. From March 2008 to May 2010 (2 years 3 months) Manchester, United KingdomProject Manager - Data Governance @ Partnering IBM I defined CFS business maturity model around Governance of Data and developed the designs and accountabilities for the new Data Governance function. Drawing on best practice within the industry and IBM partners developed a sound business case for the implementation of the Data Governance team which achieved Executive buy in and investment. The model I designed and implemented provided for all control elements of governance for data. From March 2007 to March 2008 (1 year 1 month) Manchester, United KingdomProject Manager. General Insurance Debt Management Reduction @ Developed a strategy for the reduction of customer debt within the General Insurance product. Identified and delivered a programme of product, technology and process improvement projects to reduce the cost to service and prevent debt, thus transforming a loss making GI business into a profitable and lean operation. From March 2005 to April 2006 (1 year 2 months) Manchester, United KingdomProject Manager - Target Operating Model Project @ Business Process Re-engineering. Leading on identifying back office failure processes and converting them to one and done activities within the contact centre. Benefits included headcount efficiency and improved customer experience and outcome, customer advocacy. From June 2004 to March 2005 (10 months) Manchester, United KingdomTest Manager @ Test Manager. IT Project delivering a new automated call distribution system. Managing a team of testers using Test Director to ensure delivery of fully functioning ACD aligned to operational requirements. From December 2003 to June 2004 (7 months) Manchester, United KingdomProject Manager. Co-operative Financial Services Cross Sales. @ On behalf of the CIS board and the Cooperative Bank (At Merger) built and led a team in the Identification development and implementation of cross sales strategies based upon our analysis of customer trends and behaviours. Used this scorecard data and cross sales results to identify failure processes. Using Business Process Re-engineering techniques to reduce the steps and cost to process, and improve customer experience and outcomes. From June 2002 to December 2003 (1 year 7 months) Manchester, United KingdomMI & Finance Manager @ Leadership of a team of MI developers and analysts in the provision of MI and associated analysis, driving performance improvement within the contact centre. Automating and publishing using new techniques and medium to simplify both production and access for users. Managing the contact centre budgets, forecast and spend, planning frameworks, cost control and tracking. Managing the forecasting and re forecasting process in ensuring effective cost management and financial planning. From October 2000 to June 2002 (1 year 9 months) Manchester, United KingdomProject Manager – Sales and Service Contact Centre MI @ A short assignment to establish current state and produce a gap analysis of industry and contact centre best practice around Operational Information (OI) and Management Information (MI). This assessment was measured against current available data and information, alongside industry best practice in information management and production. Identified, agreed and procured technical infrastructures, resource and information requirements in order to build a dedicated MI team, with the required tools and data access and a suite of future proofed reporting. From June 2000 to October 2000 (5 months) Manchester, United KingdomCall distribution analyst and forecaster @ From 1997 to 2000 (3 years)

Alison Mullett is skilled in: Six Sigma, IT Strategy, Project Management, Management, Stakeholder Management, Business Requirements, Project Delivery, Business Process..., Project Planning, Business Process, PMO, Governance, Program Management, Business Process..., Project Portfolio..., Financial Services, Business Transformation, Business Process Mapping, MS Project, Project Governance, Business Process Design, Strategy, Performance Management, Process Improvement, Analysis, Change Management, Business Analysis, Banking, Risk Management, Team Management, Microsoft Project