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High Achieving Business Change and Transformation Expert
Susan McAlonan
,
Manchester, United Kingdom
Experience
Other titles
Skills
I'm offering
I am a commercially focused senior change manager delivering success for over 20 years with expertise in several industries and comfortable operating effectively within ambiguous situations. With excellent transferable skills, I have a common-sense approach applied in financial services, retail, contact centres, outsourcing, mergers, turnarounds, stakeholder engagement, and business & digital transformation. I have an end-to-end business improvement background within complex environments with great communication skills engaged in collaborating with cross-functional teams to achieve executive sponsored organisational objectives by devising creative solutions including challenging existing perceptions whilst reducing risk. A technical savvy professional, I am comfortable working with IT teams and innovative tools with deployment in Prince2 waterfall, Agile and Lean Six Sigma methodologies. Have led teams of Project Managers, Business Analysts, Data Scientists and Business Readiness Managers.
Recent activity replace the collection service with a new, more rigorous, target operating model methodology which improves product quality; financial services portfolio prioritisation, sequencing, planning and delivery.
Recent activity replace the collection service with a new, more rigorous, target operating model methodology which improves product quality; financial services portfolio prioritisation, sequencing, planning and delivery.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2019 - ?
freelance
Consultant - PMaaS
TRIL GROUP.
Led and planned future stages of a project for a private equity backed textile recycling company to replace the collection service with a new, more rigorous, target operating model methodology which improves product quality.
• Accelerated 6-month project of identifying potential long-term partners, due diligence and onboarding.
• Created Sub-contractor's handbook to enable standards to be maintained; revised contracts and made recommendations to roles & responsibilities changes to support handbook.
• Accelerated 6-month project of identifying potential long-term partners, due diligence and onboarding.
• Created Sub-contractor's handbook to enable standards to be maintained; revised contracts and made recommendations to roles & responsibilities changes to support handbook.
Contracts, Due Diligence, Onboarding, Service, Support, Contracts, LED
2018 - 2018
freelance
Portfolio Manager
N BROWN GROUP.
Led regulatory and technology improvement portfolio for Financial Services (FS). Collaborated with cross-functional Group stakeholders and Subject Matter Experts, business and IT delivery squads. Created operational and organisational change strategies to minimise risk and resource requirements.
• Reorganised and reprioritised the 126-initiative portfolio to ensure suitable Executive Director engagement through enhancing business requirements, configuring budgets, highlighting risks, sequencing, and problem solving to create a change roadmap to deliver compliance projects and achieve benefit objectives.
• Led £5M programme to extend Collections capabilities to achieve better customer outcomes, income improvement, customer cure rates and mitigate a significant provision for bad debt.
• Streamlined business readiness plans to support a £20M Group digital programme which included developing new financial management products and reduce the number of red risks.
• Initiated and researched several business efficiency initiatives including new ways of working to align ideas with resources, end to end returns, product publishing, data quality and data foundations
• Reorganised and reprioritised the 126-initiative portfolio to ensure suitable Executive Director engagement through enhancing business requirements, configuring budgets, highlighting risks, sequencing, and problem solving to create a change roadmap to deliver compliance projects and achieve benefit objectives.
• Led £5M programme to extend Collections capabilities to achieve better customer outcomes, income improvement, customer cure rates and mitigate a significant provision for bad debt.
• Streamlined business readiness plans to support a £20M Group digital programme which included developing new financial management products and reduce the number of red risks.
• Initiated and researched several business efficiency initiatives including new ways of working to align ideas with resources, end to end returns, product publishing, data quality and data foundations
Management, Technology, Compliance, Data quality, It, Support, Regulatory, Manager, LED
2017 - 2017
freelance
Portfolio Manager
VIRGIN MEDIA.
Directed significant functional projects within the £3B Lightning Programme. Reengineered network planning to optimize skilled resources by insourcing several activities to reduce costs and rework whilst improving quality.
• Programme initiation and delivery oversight to reduce rework by 35%, reduce partners from 7 to 3, improve planning location accuracy by 80% and reduce partner costs by 50-60%.
• Optimised skilled resources for Network Planning within the operation by insourcing activities to reduce costs and improve right first-time quality by 85%.
• Minimised liquidated damages commitments over 18 months by staggering outsourcing and insourcing activities.
• Business readiness lead to support implementing automated tools to enable more accurate and consistent planning design to meet engineering build standards including improving quality and cost of materials commitments.
• Programme initiation and delivery oversight to reduce rework by 35%, reduce partners from 7 to 3, improve planning location accuracy by 80% and reduce partner costs by 50-60%.
• Optimised skilled resources for Network Planning within the operation by insourcing activities to reduce costs and improve right first-time quality by 85%.
• Minimised liquidated damages commitments over 18 months by staggering outsourcing and insourcing activities.
• Business readiness lead to support implementing automated tools to enable more accurate and consistent planning design to meet engineering build standards including improving quality and cost of materials commitments.
Design, Network, Engineering, Outsourcing, Support, Planning, Manager
2016 - 2017
temp
Portfolio Manager
WATER PLUS LTD.
Managed business readiness activities for a Contact Centre set-up for a joint venture, start-up and merger. Delivery of £44M programme's IT & Operational Service Transition governance including knowledge transfer and regulatory complaints compliance. Led, designed and managed the billing and white mail validation strategy to give assurance to the Joint Venture leadership on customer outcome protection.
• Managed the successful completion of 80 IT & Operational Service Transition Criteria from the Programme to the business leading a multi-disciplined forum including IT, IT & Business Architecture, Finance, Procurement and Operations achieving 98.1% completed activity by April 2017.
• Re-aligned the overall business readiness plan to stand up a 257K business to business contact centre operations and streamlining supporting business activities.
• Managed the successful completion of 80 IT & Operational Service Transition Criteria from the Programme to the business leading a multi-disciplined forum including IT, IT & Business Architecture, Finance, Procurement and Operations achieving 98.1% completed activity by April 2017.
• Re-aligned the overall business readiness plan to stand up a 257K business to business contact centre operations and streamlining supporting business activities.
Operations, Procurement, Leadership, Finance, Service, Architecture, Compliance, It, Regulatory, Service Transition, Manager, UP, LED
2015 - 2016
temp
Portfolio Manager
ARGOS FINANCIAL SERVICES.
Spearheaded several financial services programmes. Delivered a compliance programme in preparation for FCA licensing submission. Achieved turnaround on 2 programmes to achieve regulatory deadlines. Managed new Enterprise Risk Management Framework and initiated a comprehensive review of all risk policies and control standards to produce gap analysis liaising with executive members, business and risk owners, and risk leaders.
• Redirected a "failing programme" to complete 35 projects across 9 executive-sponsored workstreams and the regulatory business plan through improved reporting and strengthened executive engagement.
• Renegotiated and delivered a £385K technical upgrade to a customer complaint handling system whilst delivering further effort saving improvements, under budget and earlier than originally scheduled.
• Initiated and researched a programme to achieve alignment with Anti-Money Laundering/Counter Terrorist Financing and Fraud regulations.
• Redirected a "failing programme" to complete 35 projects across 9 executive-sponsored workstreams and the regulatory business plan through improved reporting and strengthened executive engagement.
• Renegotiated and delivered a £385K technical upgrade to a customer complaint handling system whilst delivering further effort saving improvements, under budget and earlier than originally scheduled.
• Initiated and researched a programme to achieve alignment with Anti-Money Laundering/Counter Terrorist Financing and Fraud regulations.
Budget, Risk Management, Management, Compliance, Turnaround, Regulatory, Enterprise, Framework, Manager
2012 - 2014
job
Portfolio Manager
SERCO.
Delivered transformational change in customer experience leading a client-facing customer insight team of 14 change specialists and data scientists to redesign sales and service operations. Served as subject matter expert for programme initiation to achieve a new digital Target Operating Model for customer experience, sales, service, systems, people, new compliance FCA model, and location strategy projects.
• Delivered a 16 project programme to transform the customer experience improving NPS score by 65% with an overall budget of more than £13M and creating new additional client services to increase revenues by £1M.
• Captured customer emotional intelligence deploying leading edge innovative tools, creating a 20% improvement in objectivity to influence investment decisions along customer journeys.
• Delivered a 16 project programme to transform the customer experience improving NPS score by 65% with an overall budget of more than £13M and creating new additional client services to increase revenues by £1M.
• Captured customer emotional intelligence deploying leading edge innovative tools, creating a 20% improvement in objectivity to influence investment decisions along customer journeys.
Operations, Budget, Customer experience, Sales, Service, Compliance, Redesign, Manager
2007 - 2012
job
Project / Portfolio Project Manager
SHOP DIRECT.
Increased span of control, including the change governance process and delivering customer focused improvements (£8.3M+ overall). Identified and recruited talent for Contact Centres Business Change Teams.
• Designed and owned a programme focusing on a "customer 1st" colleague suggestion scheme within Contact Centres achieving higher employee engagement scores of +15% with £5M of improvements in 2 years.
• Reduced goods lost in transit, saving £2.3 million and shrinking rework by 33% through upgraded information accuracy and advisor tool kit.
• Led team on operating model documentation for due diligence in preparation for outsourcing to a 3rd Party.
• Designed and owned a programme focusing on a "customer 1st" colleague suggestion scheme within Contact Centres achieving higher employee engagement scores of +15% with £5M of improvements in 2 years.
• Reduced goods lost in transit, saving £2.3 million and shrinking rework by 33% through upgraded information accuracy and advisor tool kit.
• Led team on operating model documentation for due diligence in preparation for outsourcing to a 3rd Party.
Project Manager, Employee Engagement, Due Diligence, Outsourcing, Manager, LED
My education
University of Southampton
MBA, Business Administration
MBA, Business Administration
University West of England
Bachelors, Housing
Bachelors, Housing
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