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Nazia Hussain

@naziahussain

Fraud analyst at Santander who analysed business-banking issues, tested controls and monitored fraud-prevention strategies.

United Kingdom

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What I'm looking for

I’m interested in applying my background to remote fraud operations and out-of-hours customer protection.

At Santander Bank, I analysed business-banking customer issues, mapped processes and tested controls to help identify operational risks. I also monitored fraud-prevention strategies.

At Blevins Franks, I delivered end-to-end change projects across regulatory, operating-model and HR areas. I re-established PMO governance documentation and produced MI for senior leadership, highlighting risks and delivery issues.

Across FCA-regulated environments, I’ve worked on quality assurance, audit actions and incident-response testing. I’m interested in applying this background to remote fraud operations and out-of-hours customer protection.

Experience

Work history, roles, and key accomplishments

Business Change Analyst

Blevins Franks

May 2020 - May 2026 (6 years)

Delivered eight end-to-end change projects across regulatory, operating-model and HR areas within wealth-management operations. Re-established PMO governance documentation and produced weekly/monthly MI for senior leadership.

Project Management PRINCE2 Process Mapping MI Reporting Governance Incident Response BCP NIST PAN Testing Stakeholder Management Compliance

Process & Performance Improvement Analyst

Blevins Franks

Feb 2020 - May 2020 (3 months)

Acted as an expert XPLAN CRM user and central contact for internal and external queries. Created user guides, process flowcharts and narrated videos to support consistent processes.

Xplan CRM Process Improvement User Guides SharePoint Teams Training Webinars Microsoft Teams

Process Team Leader

Sopra Steria

Feb 2019 - Jan 2020 (11 months)

Led 14 Process Assistants, maintaining focus on service-level agreements and key performance indicators. Resolved complex complaints and supported continuous improvement.

Team Leadership SLA Management KPI Monitoring Management Information Complaint Resolution Continuous Improvement Recruitment Training

Process Team Leader

Sopra Steria / UK Visas and Immigration (Home Office)

Feb 2019 - Jan 2020 (11 months)

Led 14 Process Assistants, maintaining focus on service-level agreements and key performance indicators. Resolved complex complaints and supported continuous improvement.

Team Leadership SLA Management KPI Monitoring Management Information Complaint Resolution Continuous Improvement Recruitment Training

Quality Assurance Team Leader

AA Insurance

Jun 2017 - Jan 2019 (1 year 7 months)

Conducted QA monitoring, trend analysis and leadership MI reporting, and supported FCA audit actions. Designed a QA framework to identify performance issues and guide remediation.

Quality Assurance Trend Analysis MI Reporting FCA Compliance Audit Coaching SMART Goals Accreditation

XPLAN Technical Coach

Intrinsic Financial Services

Jun 2014 - Jun 2017 (3 years)

Supported implementation of XPLAN CRM modules for 3,500 advisers, aligned with compliance and advice standards. Created user guides and training materials; delivered roadshows, webinars and one-to-one coaching.

Xplan CRM Training Coaching User Guides MI Reporting Service Desk Compliance Cost Reduction Webinars

Fraud Investigator – Business Banking

Santander Bank

Jan 2014 - Jun 2014 (5 months)

Analysed business-banking customer issues and mapped processes to understand operational problems. Tested controls and monitored fraud-prevention strategies to help identify operational risks.

Fraud Investigation Process Mapping Control Testing Risk Identification Customer Issue Investigation

Customer Service / Trainee Manager

John Lewis

Oct 2006 - May 2014 (7 years 7 months)

Progressed from Partner to Manager and led a team of 60, overseeing training and development. Supported service delivery through coaching, training and day-to-day people management.

Team Leadership Training Coaching People Management Customer Service