AP Consulting
Direct Ltd.
Independent Management Consultant
Engagements
UK Parliament
Office 365 / Legacy System Replacement / Programme Manager (April 2017 to Present)
Anita is currently employed as the Office 365 Programme Manager leading the delivery of cloud based storage and associated functionality to the Administration Staff and MPs. The programme is now successfully delivering rollout to colleagues across Parliament.
Retail High Street Bank
24/7 Cross Functional Target Operating Model / Project Manager(May 2013 to Apr 2014)
Anita was employed to lead the design and delivery of a new 24/7 Target Operating Model within a core digital Operations and Change Implementation area. Working with a diverse group of stakeholders Anita gathered detailed Target Operating Model requirements from processes and service requirements through to system access requirements and training and delivered an approved Target Operating Model and associated remuneration strategy, as well as a new 24/7 shift policy. The project has been successfully running since August 2014​​
Retail High Street Bank
24/7 Cross Functional Target Operating Model / Project Manager(May 2013 to Apr 2014)
Anita was employed to lead the design and delivery of a new 24/7 Target Operating Model within a core digital Operations and Change Implementation area. Working with a diverse group of stakeholders Anita gathered detailed Target Operating Model requirements from processes and service requirements through to system access requirements and training and delivered an approved Target Operating Model and associated remuneration strategy, as well as a new 24/7 shift policy. The project has been successfully running since August 2014​​
Retail High Street Bank
24/7 Cross Functional Target Operating Model / Project Manager(May 2013 to Apr 2014)
Anita was employed to lead the design and delivery of a new 24/7 Target Operating Model within a core digital Operations and Change Implementation area. Working with a diverse group of stakeholders Anita gathered detailed Target Operating Model requirements from processes and service requirements through to system access requirements and training and delivered an approved Target Operating Model and associated remuneration strategy, as well as a new 24/7 shift policy. The project has been successfully running since August 2014​​
Retail High Street Bank
Operational & Customer Impact Assessments
Servicing Theme Lead
(May 2011 - May 2012)
Anita was working on one of the largest integration programmes in the UK banking industry. As Operational and Customer Change Lead for all servicing improvement projects, Anita had significant responsibility in aligning operational processes, policies and procedures and engaging a wide network of diverse stakeholders to deliver digital change to customers serviced by the internet bank channel. Anita successfully delivered the design of the ‘Digital Servicing’ work-stream within the team, deploying specific specialist resources and methodologies to conducting comprehensive impact assessments and digital solution design strategies.
The Carbon Trust Local Authority Carbon Mgt Programme (Phases 4,5,6,&7)​
Change Manager
(Mar 2009 - Apr 2010)
As part of the last 4 phases of the programme, Anita advised over 60 Local Authorities, 5 NHS Trusts and 3 Universities. Anita took a prominent role in getting new advisors up to speed, sharing her experience of the various programmes delivered to date. Key activities included developing the Implementation Workshop design and format and running an Implementation Surgery at the Ideas Sharing Conference in Reading attended by circa 40 organisations. In addition, Anita helped improve the service provided to the Local Authority participants by designing and developing a number of the ‘How to’ Guides focused on specific subject matter advice. Anita also ensured that key learning’s from the previous Alumni Reengagement programme (of which she was Programme Manager) were used to enrich the programme for participants in subsequent years. Anita successfully delivered training, workshops, conferences and implementation guides for the Local Authorities on the programme and was invited back four years in a row by the client
Central Government Dept
Process Design Specialist / Workstream Lead
(Oct 2007 – Dec 2007)
Anita was employed as a process design specialist to provide expert advice on the design of key processes within a new Target Operating Model design for a large central government department. Anita led a team of client staff to develop a new process hierarchy and associated processes. She ran design workshops and supported the overall development of the TOM model. She was seen as the key consultant engaged to lead the northern team of the unit and as such was responsible for coaching the team and developing their process design skills. The project successfully delivered a Target Operating Model to the client in February 2008.
Global Insurance Company
Work Stream Leader
(Nov 2005 - Aug 2006)
The department dealing with Professional and Financial Risks was required to reduce its headcount by 10% due to a cost cutting Programme. The project involved the streamlining and improvement of processes to eliminate unnecessary handoffs, reduce errors and rework and ensure minimal manual work to process the policies, whilst ensuring that new business and SLAs did not suffer. Anita was responsible for the full end-to-end process redesign and benefits realisation. Anita designed and led the current process mapping and root cause analysis, through solutions generation and final redesign and verification. This was done through a variety of techniques from one to one interviews and verification and challenge workshops. Anitas segment was successful in delivering workable solutions to the client which were implemented later that year.
National Hotel Guides Organisation
Process review
Project Manager
(Aug – Sep 2005)
Anita was responsible for delivering a piece of process redesign work for the organisation. The work involved interviews and workshops aimed at redesigning the publishing process and the capture, storage and management of data undertaken to produce information guides. The project involved ‘as is’ and ‘to be’ process mapping, envisioning workshops and the incorporation of a systems review piece of work to understand future requirements and functionality. Anita identified circa £240K worth of savings for the client.
Metropolitan Police Service, New Scotland Yard
Smarter Working Programme / Change Manager (April 2015 to March 2017)
Anita was employed to lead the NSY Change and Communications work-stream and the Property Services Smarter Working Change Programme. Anita designed, developed and ran a Smarter Working Model Office which deployed familiarisation, induction and training to over 2000 police officers. This led to the development of a series of Smarter Working Implementation Toolkits for use by all 44,000 employees. Anita delivered a Smarter Working Maturity Matrix for use by senior clients (Deputy Assistant Commissioners and Assistant Commissioners) and led the delivery of a communications plan including the development of Move Guides and training. Employed as the ‘go to’ advisor on the Smarter Working change strategy for an estate of over 400 properties 44K staff and officers, Anita managed a small team of staff to deliver the project on time. Since launch, engagement sessions for staff and officers have received a 96% approval and effectiveness rating in an environment with many complex and difficult stakeholders
Retail High Street Bank
Target Operating Model /Governance Design
Change Manager
(Nov 2012 to May 2013)
Employed as one of only 2 independent consultants on a ‘Centre of Excellence’ (Shared Service) programme. As part of the Organisational Design Team, Anita is the Change Manager deployed to look after Digital Operations & Change, Digital Fraud & Security and Digital Risk. Anita is currently facilitating the assigned business areas through the programme whilst also helping to define the approach of the Digital Centre of Excellence. Anita has successfully delivered new TOMs for these areas including top level organisation structures and governance 'Terms of Reference' including a new bank wide Digital Seal of Approval process and an Operational Risk ToR.​​
Global Insurance Company
Process Review / Re-design
Project Consultant
(Jan 2011 - Apr 2011)
Anita worked on a project with an executive stakeholder team to turn around a loss making part of the business. This involved analysis of profit margins on jobs undertaken in the engineering inspection business as well as competitor strategies. The work fed into a larger change programme designed at minimising losses and increasing margins whilst retaining renewal business. As part of the work, Anita delivered ‘To Be’ process maps and solutions to the business which were subsequently implemented.
Central Government Dept
​Communicatons Strategy
Project Lead
(Nov 2008 - Jan 2009)
Anita was employed as part of a wider programme looking to improve the levels of service provided to customers within a central government department. Anitas key role was to lead the Communications team to the development of a new communications strategy that would look at the structure of the current team and deliver a refreshed and revised strategy and stakeholder plan for the programme. Anita led a workshop with a group of disparate stakeholders and worked with the team to develop an effective strategy for the communications area and successfully delivered the plan to senior sponsors within the 15-day timescale. Anita successfully delivered a communications strategy which formed the basis of a new way of working for the team.
The Carbon Trust - Alumni Reengagement
Programme Manager
(Jan – Jun 2008)
As part of a suite of programmes for the Carbon Trust, Anita led the Alumni Reengagement Programme, a programme designed to reinvigorate the Carbon Management Programmes of 54 past participants. The organisations included NHS Trusts, Local Authorities and Higher Education Institutions. Anita led a team of consultants, who within tight timescales delivered a series of workshops, teleconferences and meetings with the public sector bodies to restart their programmes, offering specialist change management and carbon management advice. Anita delivered the programme in totality which was completed to the satisfaction of the client who developed new services based on the success of this programme.​
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Retail High Street Bank
Process Design Capability Maturity Model - Programme Manager
(Jan – Jun 2007)
The bank had identified a skills gap in its internal process design department. Anita managed a programme of work designed to fill this skills gap through the design, delivery and implementation of a programme of bespoke training. Anita managed four other consultants on the programme and ensured all deliverables were met. This included the implementation of a maturity model by which the bank could audit the progress made through the delivery of training over the period of the project. Anita specifically designed and led the process design training 2-day course that included interactive scenarios and resulted in participants running a design workshop in a simulated environment. As the Programme Manager, Anita and the team were credited with having achieved a significant improvement in the teams design skills and contribution to the business.
Offshore Bank
Process review & re-design
Project Manager
(Sep – Oct 2005)
In 2004 / 5 the bank had operationally suffered from three key events impacting upon their processes; the outsourcing of work to India, new system implementation and significant headcount reduction. The quantity and speed of change had left the bank vulnerable in terms of the quality of its customer service. Anita developed ‘as is’ and ‘to be’ process maps and worked with the client to gather issues and plan process redesign to perform the work better with no headcount increase. Anita ran workshops to identify immediate and long term ‘fixes’ for the poor customer service and developed an implementation plan for smooth transition to the new way of working. The solutions were implemented by the client creating significant and immediate fixes to the issues identified.
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Registers of Scotland
Land Registration Act (LRA)
April 2014 to December 2014
Requirements Manager - Digital
(Apr 2014 to Dec 2014)
Recruited as the Requirements Manager for the IT Workstream of the LRA Programme, Anita managed a small team of Product Owners to facilitate the documentation of user stories and requirements for new RoS functionality. Running workshops and providing methodology and best practice in the documentation of requirements, Anita managed the team to design new processes and services. As the project has progressed, Anita is now also jointly managing the Development team and has produced the strategy & plan for the AIS (Acceptance into Service) Workstream. The project is due to go live on 8/12/14.
Retail High Street Bank
Digital Divestment
Change Manager
(May 2012 - Nov 2012)
Anita was employed as a Change Manager on the banks digital divestiture programme. Responsible for Digital recruitment, contract and SLA development and process documentation, Anita was involved in the revision and approval process of a suite of Digital Process maps and the recruitment of suitable colleagues to the new Digital Bank. As the ‘go to’ person on a managed service from the Retail bank to the divested bank, Anita was responsible for liaising with SMEs and the Retail Banks Digital Executive to finally approve a detailed service provision document ready for negotiation with the divested bank. Anita was responsible for the development of the new Digital Banks structure chart as well as the production of role descriptions and associated training and on-boarding packages. Anita delivered the recruitment of new staff for the Digital Bank as well as the production of a Transitional Services Agreement to provide services to the new client.
High Street Bank - Wealth Division
Regulatory Implementation
Project Manager
(Aug 2010 – Dec 2010)
As part of the banks desire to achieve Basel II within extremely shortened timescales, Anita Project Managed the Operational Readiness Work-stream. The work involved the development of both e-learning and bespoke training for a variety of audience groups and the development of the full end to end process maps for the Advanced Internal Ratings Based process as well as policy revisions for instance the Senior Management and Awareness Policy. Anita delivered the e-learning training to staff within the bank as well as implementing required policy amendments.
Global Financial Services Company
Sales Effectiveness
Project Manager
(Jul 2008 – Sep 2008)
Anita was employed as the project manager for a piece of work to review the sales effectiveness of a specific product for the organisation. Anita led a team of three consultants to conduct the work that included the deployment of a sales survey to test operational design, culture, capability and attitude, shadowing and interviewing of sales people and key management staff. The team found issues ranging from organisational misalignment between the direct and face-to-face sales force, cultural and management problems. Anita delivered recommendations for improvement to the client that were subsequently implemented.
Global Insurance Company
Business transformation and process re-engineering
Work Stream Leader
(May – Jun 2005)
The corporate arm of the organisation was due to undertake a substantial overhaul of its legacy systems. In order to migrate records and clean the system, 200 skilled underwriters were required to be ‘freed up’ from day to day activities to work on the migration. Anita was responsible for the full end-to-end delivery of the New Business arm ensuring that resources were freed up with minimal impact to the sustainability of the business. Anita designed and led the current process mapping and root cause analysis, through solutions generation and final redesign and verification. This was done through a variety of techniques from one to one interviews to single site and cross-site workshops for verification and challenge. ‘As is’ and ‘to be’ process maps were also simulated through electronic process modelling to ensure the solutions would generate the resources required. Leading a team of client staff, Anita ensured that they successfully delivered to target, on time and with minimal disruption to business as usual.
Global Insurance Company
Hypothesis Testing
Project Consultant
(Sep - Oct 2009)
The client believed that there was a significant amount of business being serviced through an inappropriate service line. Anita and a colleague were engaged to test this hypothesis and identify any potential benefits should the business be moved to a more appropriate unit. Working closely with the client, the joint project team analysed the current book of business, processing times and any dependencies for specific products to be moved to a more telephony based environment. The project provided the client with a highly detailed analysis of their business which had previously been unavailable. Whilst the overall hypothesis was not proven, the project helped shape potential future improvements that were of real use to the client
International Development Organisation
Operations Manual
Project Manager
(Jun – Aug 2004)
Anita designed, developed and implemented an online operational system for a key International Development Organisation. She worked with consultants exhibiting expertise in a wide variety of sectors and countries and ​reported directly to the Head of the UK operation. Anita delivered an operational system, designed to encourage cross border collaboration between UK private business and developing countries for mutual benefit. These partnerships ensured income growth for the developing country organisation and value for money on the UK side. The product was rolled out across 14 countries​.