Rob Smart

A core member of the Bank wide Business Architecture team, operating across multiple business units, providing architectural support and guidance. Personally responsible for driving strategic changes and further establishing and embedding the profession within the Bank, whilst proactively advocating services to key programmes.

A quorum member of design authority groups, assuring change delivered is aligned with strategic guidelines, whilst providing support and advice around operating model nuances.

Some achievements to date have been:

• Designing the target state operating model for a new Retail offshore contact centre. Identifying and providing justification for the BPO provider, target location, resource model and business requirements.
• Designing a target state operating model for an acquired Irish car finance business, travelling over to Dublin to host workshops with SMEs and map together a capability maturity assessment, list of recommended initiatives and a detailed roadmap of change.
• Providing consultation on Motor Finance remediation requirements and designing a future state operating model associated with upcoming commissions complaints.

A rotational Graduate scheme consisting of four six-month placements across the change function, demanding excellent interpersonal skills and learning capabilities in order to deliver value within a short time span. The programme provided exposure to large areas of the business, resulting in a broad understanding of the change lifecycle.

Notable achievements include:

• Resolution of critical technical and operational issues across the bank
• Ownership of the change management function for small changes
• Multiple presentations to the Technology Executive committee
• Designing and implementing the new automated out of hours call escalation system for the Technology department

Worked as a summer intern in the CASS team to help automate weekly/monthly reports and set up the team’s confluence page to increase company awareness for the compliance of the FCA CASS rules.