David Forsyth available

David Forsyth

Experienced process improvement & business analyst professional

available
Profileimage by David Forsyth Experienced process improvement & business analyst professional from
  • Freelancer in
  • Graduation: Information Systems Development
  • Hourly-/Daily rates:
  • Languages: English (Native or Bilingual)
  • Last update: 18.04.2018
KEYWORDS
ATTACHMENTS
my CV

You need an account to view this information.

SKILLS
I am a highly motivated and delivery focused UKI & Nordics Business Excellence Lead and automation consultant for a global company with extensive experience of process improvement and project delivery across aviation, finance, technology, social media and utilities industries. As Business Excellence Lead I am responsible for creating, driving and delivering an automation pipeline for each of our clients as well as embedding an operational excellence framework and deliver cost to serve/client value through process improvement and process re-engineering.

I am highly skilled with excellent analytical skills and strong stakeholder management across all levels of an organisation with excellent problem solving skills and pro-active work ethic. Adaptable and robust with a strong business process background and excellent communication skills. Able to fulfil a variety of different roles within project teams and provide an effective interface between business and technical functions. Self-starter, able to manage individual responsibilities and also contribute successfully to team deliveries on complex, long-term projects.
 
Key Skills
  • Operational Maturity (OpEx)
  • Stakeholder Management
  • Leadership
  • People Development
  • Robotic Process Automation (RPA)
  • Business Requirements
  • Operating/Cost Model
  • Resource Management
  • Project Management
  • Problem Solving
  • Process Analysis
  • Process/Estate Mapping
  • Data Analysis
  • Mentoring & Development
  • Lean Six Sigma
  • Customer Experience Management (CEM)
  • Process Troubleshooting
  • Process Improvement
PROJECT HISTORY
Current Experience
Accenture – Business Excellence Lead for UK & Ireland / RPA Consultant - May 2016 – Present.
I lead and manage the Business Excellence team across UK, Ireland and Nordics which consists a team of highly experienced and efficient project managers and a team of RPA Developers. Our focus is to drive and manage the Operational Excellence framework, process improvements and RPA (robotic process automation) projects across the region for each of our clients. I collaborate closely with client management and internal leadership to understand needs and develop relevant solutions. This results in the creation of strategic plans that define the approach of delivering initiatives that align to client and business goals.
I am also an RPA consultant for EMEA therefore I get involved in pre-sales request for proposals, post sales creation of automation agendas and existing client requests to create and drive an automation capability within their operation. I have been involved client facing workshops and automation assessments for large clients across utilities, technology, social media and finance industries.
Significant Achievements
  • In 2 years I have generated in excess of 200FTE of benefits through process automation.
  • In 2 years I have delivering client value/cost to serve creation in excess of $3m.
  • In 2 years I have grown the Business Excellence function in UK & Ireland from 2 analysts in May 2016 to now in February 2018 we have 6 account leads and 4 tech masters.
  • I have also build a tech master capability across UKI with a team of 4 developers focused on developing RPA solutions.
  • I have shown great leadership and as a result I have promoted 5 of my team over a period of 15 months.
  • As an RPA consultant I have been involved in and played a significant part in the organization generating new business with new and existing clients.
Previous Experience
Accenture – RPA Project Lead for EMEA - February 2016 – May 2016
As RPA project lead across EMEA my role was to discover, assess, drive and deliver automation projects internally or for key clients. I was responsible for leading the discovery of automation opportunities by performing detailed process analysis workshops, entitlement studies and process walkthroughs. I also liaised with internal and client stakeholders to lead and deliver automation workshops to not only educate them but also to identify potential automation projects.
NH Hotels & BankInter, Madrid, Spain - February 2016
I performed detailed automation entitlement studies across OTC, R2R and P2P teams across key accounts such as NH Hotels and BankInter. These studies formed the basis of a highly successful automation agenda for FY16.
Lloyds Banking Group, Newcastle, UK - March 2016
I conducted a deep level entitlement study for automation and the creation of a white paper for the Lloyds Banking account in Newcastle. The resulted in 4 successful automation projects which resulted in capacity creation of 4.5FTE and formed the basis of a wider continuous improvement agenda within the account that ran deep into FY17.
BT Pensions, Chesterfield, UK – March 2016
I performed detailed automation entitlement studies across all service delivery teams for a large pensions administration account. My findings resulted in a process improvement/automation project plan. These projects delivered significant benefits such as 2FTE capacity creation and 15% quality improvement.
Clydesdale Bank Continuous Improvement Team - August 2012 – January 2016
August 2015 – Present: Automation Project Lead (Mortgage Simplification Programme)
I was responsible for managing the delivery and production of proof of concepts for 2 key processes under the mortgage transformation programme that are to be automated. One of these processes is looking at automating our offshore processing and the other looking to automate a manual rekey across 191 mortgage advisors. This includes the creation of detailed process definition documents, managing the 3rd party development team as they build and test the robotics software for automation and liaising with key senior stakeholders to obtain access to operations subject matter experts.
Due to the success of the original proof of concept (see below) I am now key point of contact for Rapid Automation demonstrations and I attend senior leadership team meetings to present and update on progress for Rapid Automation. Once the 2 processes have been automated, virtualized and implemented into production the capacity creation generated will be up to 15FTE and a cost saving of approximately £3.5m.
        •  
April 2015 – August 2015: Automation Project Lead (Mortgage Product Switch Project )
As Lead Analyst I was responsible for the production of the detailed process definition documents, ensuring they are reviewed and signed off by key stakeholders. I was also responsible for scheduling and overseeing the development work to build the proof of concept for the automation of the product switch process. This involved managing key delivery timelines and resources from our technology supplier and off shore operations teams. Other responsibilities included liaising with key teams across operations and IT to obtain access to subject matter experts and systems test environments for the proof of concept.
Significant Achievements
  • Successful design and build of proof of concept in 5 weeks. Virtualization and Production to take place October 2015.
  • Streamlined CHAPS payment process to enhances the customer experience and provide capacity uplift of 0.4FTE. Due to extensive root cause analysis I was able to close down 4 outstanding systems exceptions, which have created capacity of up to 0.5 FTE.
  • When the project is complete in late 2015 we will have fully automated the end to end product switch process (on and offshore) and created capacity of 5FTE and an overall cost saving to the organization of approximately £1.8m.
  • Received recognition for my analysis, work ethic and approach to the first ever rapid automation project in the organization.
        •  
        1. 2015 – July 2015: Project Lead on Current Account Opening Project
Responsible for key business analysis tasks on current account opening project within the private and business banking functions of the bank. My responsibilities included creation of as-is process maps, process analysis including volumes, error rates, workshop facilitation, complaints and gap analysis and the delivery of key interactive improvements to customer facing documentation. I was also responsible for the review and delivery of enhancements to a key customer application form.
Significant Achievements
  • Interactive improvements to the customer application form have enhanced the customer experience, reduced their time to complete and reduced the error volumes within the account opening checking team by 18% for March and 26% for April 2015.
  • Successfully facilitated a series of customer-focused workshops to senior executives within the Business and Private banking areas, the outputs created by myself will shape the next series of improvement initiatives.
  • Worked closely with challenging offshore 3rd party to design/create a workflow management tool, which will be launched in Summer 2015. This will improve productivity, create capacity for staff to do more and provide key metrics for the business going forward.
  • Received special recognition for completing an entire application form review to 45 stakeholders, which resulted in reduction in pages, making interactive improvements and reducing error rates – all within a 6-week period.
November 2014 – April 2015: Project Lead on Mortgage Transformation Review
Responsible for extensive process/data analysis including detailed process mapping of as-is and proposed to-be, multiple levels of estate mapping, cost model, process scalability and process capability. Analysis presented to executive board member of the bank to articulate strategic recommendations for the process going forward and to agree next steps.
Significant Achievements
  • Recognition received for the excellent process review carried out and delivered/presented to Executive board member of the Bank.
  • Produced recommendations and next steps paper to Executive board member, which enabled the bank to make key strategic decisions about the process to tackle future increased volume and growth.
  • The analysis was vital in agreeing the future strategy for the process which will provide a cost saving estimated between £1.8m - £3.6m per annum and create capacity to do more up to the equivalent of up to 3.84 FTE within the operational admin team.
        •  
        1. 2014 – October 2014: Lead Business Analyst on IT Operating Model Project
Responsible for delivery of key analysis for IT project delivery-operating model. This included creation of cross-functional software delivery lifecycle diagrams, mapping key project deliverables, inputs and outputs of IT functions and key business areas. Effective and strong stakeholder engagement resulted in a well delivered and designed piece of analysis work which enabled the IT senior management to scope and shape key improvement initiatives.
Significant Achievements
  • Delivered an excellent piece of analysis directly to an Executive board member, which enabled them to make key strategic decisions about the future Operating Model of the IT organization.
  • Analysis played a key part in an organizational restructure in December 2014.
  • Analysis formed the basis of a series of improvement initiatives which are due to be implemented in Autumn 2015 which will have an estimated cost saving of approx. £5m.
        •  
        1. 2014 – August 2014: Project Lead on Recruitment Improvement Project
Responsible for end-to-end review and improvement of internal recruitment processes within the operations team. This included process walkthrough workshops, detailed task/cycle/unit times analysis, documentation review and playback of analysis to senior leadership team. Successfully enhanced processes including creation of a new innovative ‘self service’ process for hiring managers, which reduced waste in the process resulting in a cost saving and improved the process time for the operations team members.
Significant Achievements
  • Successfully facilitated workshops with key senior management personnel to establish scope and delivery timelines.
  • Produced excellent analysis, which enabled the senior management to make key strategic decisions about the recruitment process going forward.
  • Created and designed a streamlined, simple ‘self-service’ recruitment process for hiring managers which resulted in a cost saving of £60k per annum and reduced the time from ‘application to contract offer’ from 8 weeks to 4 weeks.
        •  
        1. 2014 – June 2014: Lead Business Analyst on Conduct Redress Project
Business Analyst on a conduct project looking at complex customer data analysis and payments processes. Responsible for the completion of Customer Experience Charter, design, build and test of a customer interest rate calculator, production of customer data requirements, liaison between the technical data teams and the front line business stakeholders and payments scheduling requirements.
Significant Achievements
  • Built intuitive and user friendly interest rate calculator which enabled us within 6 weeks to identify each of the 13,000 customers impacted, the amount of redress plus interest and tax.
  • Delivered successful customer charter workshops to senior leaders across the bank, which was the catalyst for the excellent communications sent out to our impacted customers.
  • Successfully overcame difficult stakeholder relationships to deliver the key deliverables on time.
  • Designed and created the customer segment payments schedule and handed it over to the senior project manager.
        •  
        1. 2014 – May 2014: Project Lead on Exception Reporting Review Project
Responsible for a review of the exception reporting across the whole mortgage estate for the bank. This included managing the requirements of key business and compliance stakeholders, production of process maps, complex gap analysis and critical FMEA exercise.
Significant Achievements
  • Results of review were delivered to Senior Management Assurance management team on time.
  • Gap Analysis provided scope for reporting enhancements carried out in November 2014 with an expected cost saving upwards of £400k over the next 3 years.
  • Success of review resulted in meeting regulatory compliance and avoided any further action from FCA.
September 2012 – April 2014: Project Lead on IT Estimating Improvement Project
Responsible for leading and delivering an IT estimating improvement project for the entire IT business unit. This included creation and rollout of a new 2-part estimating process, peer review system, 3-point estimating methodology and a web-based estimating reporting suite. My responsibilities included resource/plan management, daily management of risks, issues and dependencies and updating key stakeholders and project board with progress and delivery milestones.


Significant Achievements
  • Entire project delivered on time and on budget and improvements are now fully embedded into project delivery methodology.
  • Reporting Suite is now utilized at Executive board level for investment planning and project delivery reporting.
  • Average estimating accuracy within IT teams has improved by 20% since November 2013 resulting in an estimated cost saving of between £200k - £2m per project dependent on project size.
  • Project change requests in design & build have reduced by a total of 5%. Cost saving of approx. £700k per annum.
  • Success rate of projects entering Testing on time has risen from 51% to 67%. Cost saving of £90k - £300k per project.
Clydesdale Bank
Team Lead - Payments Systems Support Team
April 2012 - August 2012.
I was responsible for a systems support team within Payments, who manage the access, functionality, availability and security of key payments systems including Swift and PEGA. This role included people development, resource management for key testing in IT projects, delivering internal process improvements, liaising with IT for upgrades and UAT and working closely with business analysts to help produce business requirements for replacement of key system.
Significant Achievements
  • Successfully supported a £12m project to implement a new intraday liquidity system into Payments Team which included assisting with business requirements, help design/resource/support UAT as well as review and sign off of implementation playbooks.
  • Worked with difficult external auditors to close off 3 important legacy GAITS items.
  • Led and delivered 4 improvement initiatives within the systems support team which resulted in a cost saving of £75k per annum.
  • Received special recognition for the development of team as 2 team members managed to secure promotions into other areas of the organization.
  • Increased PKI submission rate from 89% to 96% - this resulted in a cost saving of £120k per annum.
Clydesdale Bank,
Business Analyst - September 2011 - April 2012.
Business Analyst on £25m Finance Transformation Programme
Responsible for producing end-to-end business requirements including detailed data requirements, use case diagrams, functional and non-functional requirements, workshop facilitation and stakeholder management. I also liaised with solutions design to collaborate on technical architecture designs. Role also included the delivery of internal process improvements including a full departmental service catalogue and a business impacts model.
Significant Achievements
  • Lead business analyst on a project within a £25m transformation programme, successfully delivered the business requirements to a very high standard and to schedule.
  • Presented key process analysis to 5 executive members, which helped shape the direction of the work streams within the transformation programme.
  • Successfully designed and implemented a business impacts model across the organization, which enabled the business change area to foresee upcoming projects and activity in each area of the bank.
  • Led and delivered an initiative to create a Business Change Service Catalogue. This was presented to and endorsed by the senior management team within Change Delivery.
Clydesdale Bank
Service introduction Specialist - March 2011 - September 2011.
Responsible for the successful governance of IT projects before entering live environments/services. The role included key business readiness tasks including functional and non-functional requirements review, facilitation of key design and implementation clinics and chairing key implementation go-no-go workshops. I also led and delivered key internal improvement initiatives.
Significant Achievements
  • Managed and supported a portfolio of 10 projects over a 6 month period, they all implemented successfully without impacting live service.
  • Successfully and competently chaired design and implementation readiness clinics, which were attended by senior IT members within the bank.
  • Led and implemented 3 initiatives including re-designing key project documentation and creating a ‘self-service’ booking system for attending the clinics, this resulted in a cost saving of £30k per annum.
Clydesdale Bank
PMO Analyst, Programme Office - October 2010 – March 2011.
Responsible for key programme office deliverables and on-going support to IT projects. This included project planning, supply and demand analysis, supporting project updates, management of risks, issues, assumptions and dependencies, production and presentation of MI for portfolio delivery review meetings. Role also included an internal improvement project to create an intranet site (SharePoint) and supporting pages for the entire IT Governance function.
Significant Achievements
  • Successfully supported 5 in flight projects totaling £27m with project planning, supply & demand, MI production, project status updates and RAID management.
  • Led and managed an improvement project, which resulted in the design and implementation of a series of intranet pages for the entire IT governance function.
  • Presented IT Project Lifecycle analysis to 7 executive members of the bank.
TIME AND SPATIAL FLEXIBILITY
Actively seeking to relocate and willing to travel. 
OTHER
I am a highly motivated and delivery focused UKI & Nordics Business Excellence Lead and automation consultant for a global company with extensive experience of process improvement and project delivery across aviation, finance, technology, social media and utilities industries. As Business Excellence Lead I am responsible for creating, driving and delivering an automation pipeline for each of our clients as well as embedding an operational excellence framework and deliver cost to serve/client value through process improvement and process re-engineering.

I am highly skilled with excellent analytical skills and strong stakeholder management across all levels of an organisation with excellent problem solving skills and pro-active work ethic. Adaptable and robust with a strong business process background and excellent communication skills. Able to fulfil a variety of different roles within project teams and provide an effective interface between business and technical functions. Self-starter, able to manage individual responsibilities and also contribute successfully to team deliveries on complex, long-term projects.
GET IN TOUCH

Message:

Sender: