Roxanna Mistry

• Lead the complex Digital Strategy Programme workstream through various phases with focus on strategy, Target operating model, procurement and delivery of Property management for a public healthcare service.
• Domain expertise in managing IT project for financial property management in a public sector.
• Led the tender / procurement for vendor selection process for our workstream to procure suitable IT systems to replace NAV Vision and other periphery software.
• Delivery of requirements and engagement with senior stakeholders.
• Understanding of property management and public sector procurement
• Creating project artefacts for a complex programme delivering IT and data changes
• Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
• Developed comprehensive risk management plans, minimizing project delays and unexpected challenges.

Senior IT Project Manager - AVIVA

• Lead the IT Propositions & Small Claims verticals within Claims Transformation programme. The team managed IT changes on Guidewire (Claims CRM) and its architectural integrations with other systems and APIs. Experience working along with various digital and platform teams.
• Lead a team of 18-20 FTE comprising of developers, testers, scrum master and business analysts from various 3rd party vendors such as TCS, Wipro.
• Delivered multiple parallel running projects with planned outcomes that improved net customer satisfaction scores, improved service or capability to scale.
• Successfully lead varied complexity projects. Delivered critical projects such as Glass invoicing, Vulnerable Customer Flag, Build Back Better, Phoenix, Plant and Equipment.
• Inherited non-performing teams and converted it into one of the best verticals on the programme and stabilized the attrition by increasing team skills, morale and recognition.
• Involved in TECHENG, Financial Management, IT Change and Risk Management.
• Responsible for revenue generation for team sustainability through propositions IT projects for the varied business areas.
• Received various stakeholder appreciations during the lifetime working on this programme.
• Secured new business opportunities by presenting compelling proposals and demonstrating exceptional technical expertise during client meetings.

Business Implementation Manager - Royal London

• Worked for an insurance client on the largest #Thank Beyond programme involving a new software platform to launch future products using Agile Methodology. Managed the Business implementation workstream.
• Finalized the strategy and approach to post go live support and implementation activities such as Heightened Support, Live Proving, Testing and Role based access controls roll out, etc.
• Managed Senior Consultants as part of the role.

• Extensive project and programme management (PPM) experience in large-scale programmes with high value (£100m+) programme for Transformation and Change, Organisation restructure, Mortgage Redress and Remediation programme. Role involved Project Manager activities using Agile and Waterfall.
• Track record of collaborating with various stakeholders, formulating strategic plans and records, strong organisational skills, risk management and governance.
• Key player in maintaining strategic relationships with business, project work streams and technical teams. Managed and led consultants as part of the role.
• Experienced on Transitions, Service Delivery, design solution, Business Case, RAID management, MSP project planning, Steering meetings, reporting, financial forecasting, finance internal audit and reconciliation, reporting, resourcing, demand forecasting, recruitment, vendor / supplier management, change control, profit realisation.
• Undertaken HR activities such as hiring, contract issuing and renewals, restructure and forecast.
• Supplier and vendor engagement including onshore and offshore for operational, resource requirements and agreeing contractual Statements of Works.
• Critical interface between IT and business to develop and execute the business change management activities for programme delivery and applications rollouts of Clarity, CMT, Sharepoint and Workday.
• Financial (forecast / actuals / variance) and resource demand forecast management based on Time and Material. Identified £4m worth of cost savings through lean initiatives and introduced robust controls.

• Worked on high value (£250m+) programme and major portfolio level for various Transformation and Change portfolio, Transitions, IT, Legal and regulatory (S166) Redress and Remediation programmes. Work experience includes Mortgages, Unsecured Loans (CCA) and GDPR portfolio. Experience of Full project life cycle from idea to warranty in an agile / waterfall environment.

• Working on a programme level for civil service pensions new scheme rollout (Initiation to closure and handover as Business as Usual) for the public sector.
• SC security clearance secured as part of the role.
• Liaison with government employers and cabinet office over programme and transition related activities.
• Weekly governance reporting to the Cabinet Office.
• Attending meetings and contributing to outcomes.
• Analysis using large data volumes.
• Applying knowledge of AML/KYC/Sanctions/customer due diligence.

• Worked on an IT remediation project for Unilever
• Worked with Data Centre, Enterprise Computing and Network Services across all landscapes and global level.
• Involvement with Change Management. Liaise with stakeholders for change, risk and project related activities. Project governance documentation.
• Configuration management for project documentation on share point.
• Responsible for stakeholder management, chair steering meetings, reporting on the project.
• Maintaining RAID logs, appropriate governance is maintained as per internal standards.
• Involved in the software upgrade project to ensure the catalogues are updated accurately in order to ensure the ERP reporting tool gave the correct reports. Identified issues /risks we had during the UAT testing.
• Trend Analysis using large amount of data and IT performance reporting for service quality.
• Identifying scope of improvement of IT infrastructure and service delivery.
• Understanding IT working and scope of Service Quality.
• Lean initiatives for the remediation project.
• Liaison with Senior Management with regular governance and project meetings.

• Hybrid role – Operations and Project. Past Business Review Project for Faster Payments. (Initiation to project closure)

• Engaged in the complex business transformation PPI project to set up a new back office with over 800 staff members (Full Project Cycle).
• Applying knowledge of AML/KYC/Sanctions/customer due diligence.
• Creating process documentations, process flows, training manuals, working on pivot tables and data.
• Updating RAID Logs using the RAG status based on impact and probability.
• Configuration management for documents to be uploaded on sharepoint.
• Process Mapping and Requirements elicitation through feedback and stakeholder meetings.
• As is and To Be process mapping and Business Process re-engineering
• Making MI packs in power point, excel and word.
• User Acceptance Testing for systems and process migrations

• Project on Regulatory Payment Remediation.
• Business process re-engineering to improve the process for optimization of resources and tasks.
• Responsible to achieve the Service Levels of the Business Support team.
• Identifying areas of improvements & Root cause analysis
• Liaison with all various stakeholders in including senior management.
• Change management

• Regulatory Remediation Project / PPI
• Applying knowledge of AML/KYC/Sanctions/customer due diligence.
• Configuration Management for documents created.
• Prepared guides for new hires and team leaders.
• Ensuring compliance and risk perspective as directed in the Sarbanes Oxley Audit.
• Initially started as a Customer Investigation Officer / FOS Liason.

• Liaison with Financial Ombudsman (FOS) over banking complaints involving investments, loans, bonds, mortgage, ISA, PPI, savings, current and business accounts.
• Consultant for FOS submissions, FOS More information and FOS Views on a broad range of banking product FOS complaints. Managed various products originally Cahoot, Alliance and Leicester.
• Review Consumer Credit Agreements and Terms and Conditions at the point of sale.

• Hybrid role managing Projects and Operations. Responsible for a department of 55 - 60 members with 2-3 reporting Assistant Managers.
• Experience of some feasibility study, risk impact analysis, FTE impact, recruitment, mentoring, training, knowledge transfer, liaison with various support functions and vendors, formulating Service Level Agreements, movement of processes between different sites and vendors.
• Onshore / Offshore transitions for AXA UK and Winterthur processes between continents.
• Continuous Improvements, Lean Six Sigma Projects, TCF Project (Treating Customers Fairly), IFRS, Change Management & Compliance Initiatives, HR Transformation and organisation restructure. Have been involved in 3 years of migration of processes and various different traversal projects that involve high value savings. To name a few projects such as Online Day, WTS Re-write, Cobra Auto-fulfilment project, SAP roll out to operations. These projects were mainly around extending service window from 8 hours to 18 hours or introducing new processes as part of the process improvement initiatives.
• Work closely with the finance project support in order to estimate the costs. Manage the budgets, actual costs to ensure the project delivers on target.
• Managed teams dealing with new business and quotes, leavers, pups, renewals, policy servicing, life policies claims, death claims, surrenders, transfers, maturities, annuities and scheme wind ups both in the environment of Immediate and deferred Annuities, Traditional Pensions, Group / Corporate / Personal pensions, Protection, Life and Wealth Management.
• Second level signing authority for claims over £150000 on transfers and payouts of policies.
• Training Assistant Managers and Process Leaders to prepare for T & C related competitive exams. Conducting recruitment and promotion assessments.
• Promoted from a Team Leader to a Deputy Manager on 21st August 07 w.e.f 1st Sept 07.
• Green Belt certified for completing a GB Project on improving quality.
• Received Best Business Continuity Champion Award.

• Worked for the client Intuit (Rochester, NY, USA) to set up an IT captive centre. Creating customer journey maps for set up of a new call centre and managing the operations. Initiated a few 6 Sigma Projects for Process Improvement. Worked on a black belt project under the Operations Head.
• Part of the core group for achieving the COPC certification. Create managerial reports, performance reports and team Table- F reports for COPC standards. Analyze trends and find ways to improve the effectiveness and efficiency of the floor.
• Liaison with clients on a daily basis for reviews updates, handling call generators. Create monthly and quarterly performance review reports and presentations. Attend monthly and quarterly reviews with the program manager and clients.
• Handle a team of 20-25 agents in a customer service cum accounting - technical process . Drive, monitor and manage day-to-day team service levels, quality & efficiency metrics. Conduct performance appraisals at intervals for promotions and career development.
• Engage in the recruitment process and organizing employee related activities.
• Completed the On Trac Star Certification Course Conducted for Team Leaders conducted by QBar Technologies.