Sanja Thomas
North London
Summary
Reliable Programme Manager with experience in fast-paced planning and delivery. Engages teams with energy and enthusiasm to maintain project productivity. Plans and delegates strategically to achieve tasks within constraints.
Overview
9
9
years of professional experience
Work history
SENIOR TRANSFORMATION MANAGER
Emposo (Hays Plc)
09.2023 - 03.2025
- Built trust with stakeholders at all levels, influencing solution design and guiding key decisions to ensure successful delivery within scope, timeline and budget.
- Oversaw launch of SaaS and digital tools, driving development, configuration, QA, UAT and go-live execution.
- Produced detailed project plans and reports and maintained RAID logs to ensure risk and issues mitigation.
- Defined benefits realisation plans and monitored against KPIs such as reduced cost, improved efficiency, and platform adoption.
- Led workshops on best practices in transformation, change management, and process improvement.
- Managed product roadmap, conducted demos, and trained end-users on platforms and systems use, driving full adoption.
- Promoted a collaborative team culture by mentoring junior team members and facilitating knowledge-sharing across delivery streams.
- Delivered an operations system that reduced manual effort by 60% and improved compliance reporting by 50%.
- Implemented an AI chatbot that cut call volume by 50% and improved first response time by 30%.
- Automated CRM process, reduced operational costs by 35% and saved 150+ admin hours/month.
- Deployed a AWS cloud-based integrated with ERP system, increased operational capacity and reduced time-to-service by 40% in 1 year.
- Scaled platform infrastructure and double the transaction volume, supporting a client expansion into two new regions.
PROJECT MANAGER
Capco
05.2022 - 05.2023
- Owned project delivery for large-scale clients, delivering scalable systems and digital products, with a strong focus on user experience and positive ROI.
- Oversaw system rollouts, cloud migrations, and AI tools across multiple business functions, ensuring seamless data and application integration across different platforms.
- Liaised with senior stakeholders to secure buy ins, managed RAID, user training and change adoption across 10K+ users.
- Created governance models and performance tracking matrix and monitor and report on delivery execution.
- Facilitated workshops, led BA and QA activities, and directed UAT and end-user training sessions.
- Led cross-functional collaboration between internal teams, clients, and vendors, ensuring timely delivery of high-quality solutions.
- Replaced legacy admin operation system, improved business efficiency by 23% within the first month.
- Procured ERP service system, improved efficiency by 70% within 12 weeks post implementation.
- Implemented self-service platform, increased customer satisfaction by 80% in 8 weeks.
- Deployed AWS Cloud service platform, enhanced service operations by 35% and enabled real-time data insights for faster, more accurate reporting.
CHANGE DELIVERY MANAGER
HSBC
08.2020 - 05.2022
- Led multiple change initiatives across IT, operations, and customer-facing services.
- Aligned business objectives with strategic goals through robust planning, stakeholder engagement, and continuous improvement.
- Led end-to-end digital platforms, process automations & systems implementation to enhance customer experience and improve operational efficiency.
- Drove workshops, maintain RAID and secured senior stakeholders buy-ins for new systems and workflows.
- Gathered and analysed business/technical requirements and facilitated cross functional, clients and vendors alignment.
- Led workshops, created project roadmaps, and ensured successful stakeholder engagements and inputs.
- Provided end-user training, UAT, and go-live support for smooth transition to BAU.
- Delivered CRM service system, increasing customer reach by 200% and digital engagement by 45% in 3 months.
- Deployed AI Assistant reducing costs by 30% and boosting satisfaction by 20% in a month.
- Automated internal servicing processes, improved efficiency by 65% and time-to-service by 50%.
- Migrated service Cloud, scaled the company digital platform and supported a 2x increase in user traffic.
DIGITAL ENGAGEMENT LEAD
HSBC
07.2016 - 07.2020
- Led digital transformation of internal systems and customer platforms, improving service delivery and operational workflows.
- Led product cycle developments and system implementations and digital services capabilities to reduce service times and improve CX.
- Trained and supported stakeholders during platform rollouts.
- Directed cross-functional delivery teams and ensured successful integration into BAU.
- Gathered business requirements and drove user training sessions, maintaining high user adoption and satisfaction.
- Onboarded new strategic partners and managed vendor relationships, driving operational scalability and business growth initiatives.
- Implemented digital service app, increased customer engagement and satisfaction by 80% in Year 1.
- Expanded customer digital services by 50% and reduced compliance risk by 30% within 6 months.
- Optimised and scaled cloud infrastructure, enhancing internal operational performance by 60% and boosting service turnaround and user satisfaction by 73% over 12 months.
- Increased platform scalability by enabling modular integrations for new product launches.
Education
Diploma - Communication & Information Systems
Pitman Education
Degree - Business and Managerial Economics
University of St Cyril & Methodius
Agile Scrum Certificate -
Linkedin
Microsoft Suites -
Pitman Training
Skills
- Excellent organiser
- Analytical
- Leadership
- Client Relationships
- Project Management (SDLC, Systems implementation, Processes Automation)
- Vendor relationship management
- Communication skills
Personal Information
Hobbies: Travelling, Staying active, Socialising with family & friends, Pursuing continuous learning
Custom
- PMP Certification, In Progress
- Agile & Scrum Certifications, LinkedIn Learning
- Diploma in Communication & Information Systems, Pitman Education
- Degree in Business and Managerial Economics, University of St Cyril & Methodius
Affiliations
- Traveling |Socialising | Exercising| Learning new skills
Languages
English
Beginner
Croatian
Beginner
Bulgarian
Beginner
Greek
Beginner
Macedonian
Beginner
Timeline
SENIOR TRANSFORMATION MANAGER
Emposo (Hays Plc)
09.2023 - 03.2025
PROJECT MANAGER
Capco
05.2022 - 05.2023
CHANGE DELIVERY MANAGER
HSBC
08.2020 - 05.2022
DIGITAL ENGAGEMENT LEAD
HSBC
07.2016 - 07.2020
Degree - Business and Managerial Economics
University of St Cyril & Methodius
Diploma - Communication & Information Systems
Pitman Education
Agile Scrum Certificate -
Linkedin
Microsoft Suites -
Pitman Training
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