Financial Institution

My client, a financial institution, wanted a coordinated change project portfolio function for the UK branch to ensure that multiple change initiatives were managed from projects through to quick win activity in the most effective way, providing structure and oversight for stakeholders and delivery teams.

Their problems

1) The client used an Excel spreadsheet to log requests
2) Change Managers had to manually email updates to requesters
3) The Change Board needed setting up, change meetings organised
4) Agendas, minutes and key branch change control documents were required to strict deadlines

What I did for them

1) Managed the change request project, established requirements from key stakeholders including CEO, Head of Operations, Head of Finance and Risk, Customer Experience Manager, Customer Operations Manager, Project Managers and change management team
2) Worked with a development consultant to implement the centralised system
3) Briefed and trained co-workers
4) Created agenda and minutes templates
5) Updated Outlook calendars, booked meeting rooms, chased attendees, circulated agendas, minutes and documentation
6) Chased issues arising during meetings and updated board members
7) Met with Project Managers to update project and change monitoring documents
8) Worked with Marcomms to set up an intranet page

How what I did helped them

1) Major projects and change requests prioritised to support core business strategies
2) Key stakeholders made informed decisions
3) Change process efficiency improved
4) Quality of incoming requests much more detailed
5) Buy in from everyone as they all had input into the design of the new system, were trained in its use and could see its benefits
6) Improved communication with requesters and approvers
7) Increased the change management team’s utilisation

PS: I’ll be keeping all my clients details confidential as they’re not always comfortable with their customers knowing they sometimes use a little help!