George Paul
Lead Project Manager - Operational Excellence @Lloyds Banking Group
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WORK HISTORY
Lead Project Manager - Operational Excellence @Lloyds Banking Group
Edinburgh, GB
Interest and Charges project: • Led team to reduce Tariff instruction failure rate from 50% to 35%.• Improved workflow data collection and analysis and improved Relationship Manager guidance materials. • Created automated MI dashboard for operational management teams to provide regular quality feedback to Relationship Manager community.• Created self service functionality for RM community to more quickly resolve Tariff related client queries.On-boarding project (Banking Life-cycle Services):• Lead team to create 14% of free capacity to reinvest in client services.• Right homed services to align with service model + stopped non value adding query services.• Implemented in/out bound client facing telephony service (reduced E2E on-boarding cycle time by up to 30 days).• Improved workflow data collection and failure analysis / improvement cycle. • Optimised PEGA features adoption to improve workflow efficiency (auto ingest of cases, auto resolve, auto acknowledge, in PEGA email functionality etc). • Improved PEGA adoption supported automated MI production to reduce manual MI processes.
EDUCATION
American Society for Quality
Black Belt, Lean Six Sigma
Scrum.org
Professional Scrum Master I (PSM I), PSMI Scrum Master
BCS, The Chartered Institute for IT
MSP Practitioner certificate in Programme Management, MSP
Heriot-Watt University
Master of Science (MSc), Digital Systems Engineering
British Quality Foundation
Master Black Belt, Lean Six Sigma
APM Group
Prince II Registered Practitioner, Project Management
Leith Nautical College
Higher National Diploma (HND), Maritime Electronics and Communications Engineering
Leith Nautical College
Higher National Certificate (HNC), Electrical and Electronics Engineering
Global Association of Risk Professionals
Foundation of Risk Management - level 1, Risk in Banking
Edinburgh Napier University
Bachelor of Science (BSc), Electrical and Electronics Engineering
SKILLS
ABOUT GEORGE PAUL
An accredited MSP (Managing Successful Programmes) & Prince 2 Practitioner, Agile Scrum Master and Master Black Belt, with global operations and programme management experience in financial services and consumer electronic sectors.• A strong record of stakeholder management at various levels and a cross sector record of developing high value strategic initiatives to create capacity, drive customer satisfaction improvement and generate multi £ million benefits.• A committed people developer, who has coached, accredited or sponsored over 200 individuals to achieve externally recognised professional accreditations.
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