Helen Freeman
Steeton,West Yorkshire
Summary
Business Analyst with 25 years of experience in financial services, including 15 years in process and change management. Over the past 4 years, specialized in business analysis, delivering operational and strategic change initiatives. Extensive experience supporting major change projects, including a large-scale regulatory program (Consumer Duty) and five client onboarding projects involving account migrations from external systems to internal platforms. Skilled in identifying servicing differences, mitigating risks, and ensuring smooth implementation. Expertise in impact assessment, solution design, requirements elicitation, gap analysis, and stakeholder engagement. Proven ability to support end-to-end project lifecycles and drive regulatory compliance, process optimization, and efficiency improvements.
Overview
26
26
years of professional experience
2017
2017
years of post-secondary education
Work history
Business Analyst
Computershare Loan services
Remote
08.2023 - Current
- Recently contributed to a major regulatory programme, Consumer Duty , ensuring compliance through detailed analysis, stakeholder collaboration, and process improvements.
- Supported the delivery of five client onboardings , including three full system migrations from external platforms to internal systems, managing requirements gathering, data validation, and cross-functional coordination for seamless transitions.
- Executed detailed requirements analysis with key stakeholders to facilitate operational change.
- Identified risks through comprehensive business impact assessments.
- Facilitated remote workshops to promote collaboration and engagement.
- Streamlined operations by implementing process improvements.
- Developed proposals for regulatory compliance and migration initiatives.
- Documented user stories, providing clear guidelines for developers.
- Managed multiple stakeholders, ensuring clear communication throughout projects' lifespan.
Business Process Analyst
Computershare Loan Services
Remote
11.2021 - 08.2023
- Optimised processes for multiple major change projects, enhancing operational efficiency.
- Collaborated with stakeholders to align processes with business objectives.
- Delivered process expertise during requirements gathering and implementation phases.
- Conducted impact assessments to evaluate operational process changes from initiatives.
- Responsible for designing and implementing process maps and business rules to support operational changes resulting from major change initiatives.
Process Improvement Lead
UKAR
Crossflatts , West Yorkshire
01.2013 - 11.2021
- Established a team of process consultants to conduct diagnostics for automation opportunities.
- Managed daily operations of a small team, significantly boosting overall performance.
- Facilitated optimisation programme by aligning client processes with operational efficiency goals.
- Led end-to-end mortgage processes during migration programme, ensuring seamless transitions.
- Reviewed operational processes to identify enhancements that improved customer experiences and reduced costs.
- Applied lean principles to daily operations, markedly enhancing productivity levels.
- Identified cost-saving opportunities through effective implementation of lean strategies.
Process Consultant – Process Improvement
UKAR
01.2010 - 01.2013
- Developed and maintained comprehensive process documentation using advanced modelling and analysis techniques.
- Created visual models to enhance comprehension of intricate business processes.
- Conducted staff interviews to identify strengths and weaknesses in existing processes.
- Prepared end-to-end process charts utilising established process methodologies.
- Established activity definitions for operating instructions and procedural documentation to meet defined standards.
- Calculated activity standard times employing SCAMP/SOS data modelling techniques.
- Collaborated with change teams and process improvement consultants to implement new initiatives and enhancements.
Process Trainer / Senior Training Specialist
UKAR
01.2007 - 10.2010
- Developed comprehensive induction packages, enhancing onboarding effectiveness.
- Designed bespoke training programmes tailored to departmental needs, increasing relevance and impact.
- Created process-related materials, supporting operational efficiency improvements.
- Facilitated one-to-one and group sessions within Credit Control and Operations.
- Conducted systems training to boost staff proficiency with internal tools.
- Managed a team of Process Trainers, ensuring high performance standards.
- Delivered ad-hoc sessions to address immediate staff requirements.
Process Coach
Bradford & Bingley
11.2003 - 01.2007
- Coached and developed individuals to enhance team performance and achieve business targets.
- Identified potential issues affecting performance and assisted teams in meeting quality standards.
Customer Lending & Underwriting Associate
Bradford & Bingley
01.2000 - 01.2003
- Managed telephony communications for loan applications, ensuring prompt customer engagement.
- Analysed credit history and financial data to assess lending applications.
- Collaborated with surveyors to review property evaluations and determine accurate loan values.
- Verified income, asset, and liability documentation to evaluate borrower eligibility.
Education
Lean Practitioner 1A & B Qualification - Lean Six Sigma
OEE Consulting
LondonCertificate in Training Practice – Level 3 - Training
Craven College
Skipton 01.2009 - 01.2010
GNVQ Advanced Business Studies - Business
Craven College
Skipton, UK 01.1997 - 01.1999
Skills
- Impact assessment and solution design
- Microsoft Office Suite proficiency
- Process design and requirements gathering
- Requirements documentation and elicitation
- Gap analysis and impact evaluation
- Stakeholder management and communication
- Project lifecycle Experience
- FTE forecasting and benefits realization
- Regulatory compliance and process optimization
- Performance analysis for efficiency improvement
- Stakeholder engagement and negotiation
- Workshop facilitation and training delivery
- Leadership and team management
- Complex process analysis and design
- Problem-solving and decision-making strategies
- Risk analysis and mitigation planning
Affiliations
- Enjoy exploring rural trails through walking and hiking, combining fitness with a love for nature.
- Love trying new cuisines and dining experiences.
- Enjoy exploring new countries and cultures through travel either with my family or friends.
References
References available upon request.
Timeline
Business Analyst
Computershare Loan services
08.2023 - Current
Business Process Analyst
Computershare Loan Services
11.2021 - 08.2023
Process Improvement Lead
UKAR
01.2013 - 11.2021
Process Consultant – Process Improvement
UKAR
01.2010 - 01.2013
Certificate in Training Practice – Level 3 - Training
Craven College
01.2009 - 01.2010
Process Trainer / Senior Training Specialist
UKAR
01.2007 - 10.2010
Process Coach
Bradford & Bingley
11.2003 - 01.2007
Customer Lending & Underwriting Associate
Bradford & Bingley
01.2000 - 01.2003
GNVQ Advanced Business Studies - Business
Craven College
01.1997 - 01.1999
Lean Practitioner 1A & B Qualification - Lean Six Sigma
OEE Consulting