ALAN HARPER3 Eastover, Romiley, Stockport, Cheshire, SK6 3ES

Phone: 0161 406 6125 Mobile: 07930228262 E-Mail: a.harper1962@o2.co.ukLinkedIn: http://uk.linkedin.com/pub/alan-harper/32/9a9/848/

PERSONAL PROFILEA hardworking and reliable individual with 4 years process mapping and change management experience, gained in a banking process documentation analyst role. Excellent and flexible team player with a proven ability to build effective relationships with stakeholders at all levels. Supported a number of key projects through to successful completion. Analytical, with a strong attention to detail and highly skilled in the use of all Microsoft applications. Now seeking a new challenge in a similar role.

RELEVANT SKILLSProcess Mapping Used specialised software to maintain a suite of 12,000 on-line process diagrams. Built new diagrams

and updated existing ones, ensuring the bank’s process documentation was fit for purpose. Received submissions for new process maps, working with stakeholders to convert these into a

standard format, ensuring that all resulting documentation complied with strict governance. Created some maps in Visio where required and created standard operating procedures in Front

Page.

Building Internal/External Relationships Collaborated with stakeholders, both locally and in remote locations, ensuring 3 key bank strategic

projects were successfully completed. Supported recovery activities in Ulster Bank by travelling to Dublin and collaborating with stakeholders

to build and document contingency processes.

Communication Skills Delivered 4 documentation training courses and facilitated numerous meetings and focus groups. Delivered a series of web conferencing training sessions to colleagues in India.

Microsoft Applications Built an Access management information database to automate the production of performance data. Produced 4 documentation training packs in PowerPoint, using advanced features to enhance them. Prepared letters and used advanced features of Word to prepare content for staff newsletters.

Administration Skills Coordinated fortnightly web publication activities, managing and allocating tasks to ensure updated

documentation was published within deadlines. Collated monthly web hit stats. Built 45 reports in Google Analytics to automate data collection.

Customer Service Demonstrated flexibility in managing urgent customer requests, by reprioritising other activities and

working additional hours where required to ensure customer needs were met. Listened attentively to customers to understand their expectations and delivered solutions which were

tailored to their individual needs. Managed team mailbox, ensuring up to 25 e-mail work requests a day were actioned within a 24 hour

service level agreement.

PROFESSIONAL EXPERIENCEBROOK STREET AGENCYAttachment to Highways Agency as an Executive Officer (2014-2015)Supported the Programme Office in managing a budget of £130million for 1400 strategic road schemes by carrying out the following activities:

Ran Oracle database reports and queries, producing timely management information for the team. Built an Access management information database to automate the production of data reports. Developed my Visual Basic and SQL knowledge by self-learning and practical exercises. Coached a new team member in the use of the Oracle database and Advanced Excel.

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ROYAL BANK OF SCOTLAND GROUP Process Documentation Analyst (2010-2014) Supported users across several geographical locations by creating effective process documentation,

enabling them to comply with regulatory requirements, train staff effectively and deliver consistent levels of service to their customers.

Managed fortnightly web publication activities for the team. Allocated responsibilities around the team. Started work at 6am fortnightly on Wednesdays to check the initial output and manage any issues. As a result, all updates were correctly published on time and customers always had access to the most up to date documentation.

Planned and delivered software and modelling theory training sessions, tailoring these to individual requirements. Provided ongoing support and monitoring afterwards to validate the effectiveness of the training and ensure learnings were embedded. As a result, a number of colleagues in the UK and Ireland were significantly upskilled.

Managed a number of documentation projects to support the introduction of new work streams and processes within Ulster Bank Ireland and our offices in India, successfully delivering within timescales.

Technical Specialist, Inward and Outward Payments (2005-2010) Acted as a technical point of reference to colleagues, providing additional coaching where needed to

improve capability and performance on the team.

Authenticated up to 300 paper based payments per day, following stringent checking procedures to validate the instructions and identify any potential fraudulent items.

Ensured a robust risk management culture was in place by carrying out ‘Are You In Control’ testing. Monitored error trends and ensured effective action plans were drawn up and actioned within set timescales. Delivered communications to the teams to promote greater risk awareness.

Team Leader, Inward Payments and Reconciliations (2002-2005) Managed a team of 12 staff, processing up to 5000 high value CHAPS payments a day and achieving

an average daily productivity rate of 114.5%.

Ran daily team meetings, undertook staff performance reviews and provided development opportunities to team members, resulting in 3 of them going on to achieve promotions within the unit.

Drove a number of projects to reduce manual payment processes. Obtained sanction to make a number of changes, resulting in cost savings of approximately £15,000 over 2 years.

Carried out daily reconciliations of general ledger and suspense accounts, ensuring the necessary procedures were followed for investigation and reporting of outstanding entries.

Various clerical roles (1978-2002) Cash centre officer, payments officer, investigations officer and recoveries officer.

EDUCATION AND TRAINING 8 GCSE O Levels, including A grades in Mathematics and English Language. BEC (Business Education Council) National Certificate in Business Studies, (Distinction). Training courses: Leadership Skills, Customer Service, Risk Awareness, IIP (Investors in Excellence).

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