Petra Schafer

Delivered manual and automated recertification activities, onboarded and executed dormancy controls, and collaborated with internal customers to provide application access while managing applications in line with standards, policies, and procedures.

Managed stakeholders frequently and supported various projects to introduce or decommission systems and processes.

Key Achievements

• Successfully completed all quarterly recertification campaigns within the agreed timeframe resulting in the protection of data and reducing risk to the customers and the organization
• Implemented and ran dormancy controls for over 40 applications monthly, removing or adjusting access based on review outcomes and ensuring quality checks were conducted.
• Provided expertise to junior and less experienced colleagues by coaching and supporting them, verifying their work, and identifying appropriate formal training.
• Actively participated in identifying improvements to new and existing processes and procedures. Supported the creation of the team's own recertification tool by gathering data to evidence the functionality of the tool and to suggest improvement opportunities.
• Regularly received positive feedback from peers or customers via the group's “Valued” site, which demonstrates commitment to the highest level of customer service and resolving any issues in a timely manner.

Delivering within SLA a variety of complex tasks including managing the lifecycle of user access, adjusting permissions for role changes whilst ensuring all requests comply with internal policies and regulatory requirements and that the correct approval has been received. Investigating access issues and providing frontline support for colleagues over the phone/email or ServiceNow and escalating any incidents via the correct channels.

Key Achievements

• Recognised as SME in user access management for third party suppliers. Built lasting relationships with supplier management team to resolve issues, serving as first point of contact for queries and process clarification.
• Traveled to Scotland to cross-skill peers in user access management systems for credit operations, enhancing team capabilities. Received positive feedback for delivering hands-on training and for the consideration of everyone's individual learning styles.
• Created and maintained team’s SharePoint site, ensuring process guides are up to date and information is clear, reducing errors and promoting independent working.

Managed inbound and outbound communications focused on debt recovery efforts. Facilitated challenging conversations with clients to achieve satisfactory agreements.
Coordinated with cross-functional teams to enhance customer service delivery.