Technology design and CRM modernisation

• Shaped the delivery for the full front office transformation including lead management, sales, referrals, and client onboarding.​

• ​Led options analysis for middle and back-office technology modernisation / replacement strategy, including evaluation of potential outsourcing of business functions.​

• Designed a cloud-based technology strategy to transform the advisor platform and introduce a common CRM – breaking out “customer”, “product”, and “agreement” to deliver a single view of customer (SVOC) and enable enhanced customer onboarding journeys.​

Treasury strategy and transformation

• Defined the 3-year Treasury strategy and blueprint, working with the Treasurer and CFO – focused on balance sheet management, and operating model.​​

• Designed all technology architecture and defined the target operating model, with associated transformation roadmap.​​

• Retained to deliver the programme (£17.5m budget), standing-up 7 project clusters across 5 locations, and managing 60+ people.​​

• Delivered a structured execution with phased outcomes focused on realising value early.​​

ISO20022 compliance and Payments re-platforming

• Recovered a failing payments programme focused on ISO20022, taking over a delivery with no design or plan to reach compliance.

• Managed a rapid RFP process (c.6 weeks) to evaluate options for a new payments platform and select a technology vendor.

• Led enterprise architecture design and mobilised a phased delivery (c.£10m budget), focused on i) compliance with new payment standards, and ii) full migration off legacy platforms.

• Phase 1 delivered on time and on budget, with phase 2 progressing to plan.

Operating model and business systems optimisation

• Conducted current state operating model and technology assessment, including documentation of key processes and associated risks / inefficiencies. Produced recommendations covering; i) operational optimisation / scalability, ii) cost reduction, iii) technology integration and simplification.

• Designed ERP / FP&A to interface with product / service agnostic order data from Salesforce, for single exchange of data.

• Produced target operating model and technology / system design in line with buy-and-build value creation approach for growth, with a proposed c.50% reduction in systems.

• Defined the delivery and migration approach and documented a detailed technical blueprint to give confidence in delivery.

Front-to-back business systems transformation

• Conducted full review of process and systems, including API integrations with external platforms, to document current state and identify technology and data optimisation opportunities to delight the customer and increase operational efficiency.

• Produced future state design for a scalable and modern technology architecture to underpin the business growth strategy.

• Recommended Oracle NetSuite for Finance, Booking Ninjas for property management, and Salesforce for CRM – enabling a streamlined and integrated operation across all customer interactions and underlying processes.