Craig Proudfoot FIP CIPPE CIPM AI Governance

• Mentored and coached Business Analysts to optimise their CVs and secure their next roles. • Shared valuable Business Analyst opportunities to assist fellow BAs in their job search. • Provided remote support and guidance to BA professionals seeking career advancement in ETRM, Lloyds/London reinsurance market and Asset Management. • GDPR, governance risk and compliance reviews/audirs in line with ISO27001, SOCS, NIST and PCI-DSS.

GDPR project involving a gap analysis of 527 applications to determine the presence and scope of personal data. This includes contacting stakeholders to gather data details, assessing remediation timelines, and baselining costs. By collaborating with technical and production teams, I ensure successful project collaboration through effective stakeholder management. Key Skills Used: - Data Analysis: Evaluating data types and quantities held in applications. - Stakeholder Management: Engaging with stakeholders to gather and validate information. - Project Coordination: Managing remediation timelines and baselining costs. - Collaboration: Working closely with technical and production teams. - Communication: Effectively conveying project status and requirements. - Compliance: Ensuring alignment with GDPR requirements for multiple Policy Admin Systems (PAS), Claims Admin Systems (CAS), Stand-alone systems and End User Computing (EUC’s) systems.

Freelance GDPR consultant/DPO. Writing policies and processes. Providing GDPR guidance. DPIA, ROPA.

Working to ensure PCI-DSS compliance for ScrewFix and B&Q with close ties to GRC team. Liaising with senior stakeholders and executives to scope new projects within PCI-DSS. Create Crowdstrike to be process flows to link into ServiceNow. Working with stakeholders to onboard third party forensic tooling tracker including options papers, feasibility studies as well as working closely with legal department. Assuring pricing models with third party vendors to enable accurate onboarding of AWS SaaS tools. Creating and agreeing a recharging model to be implement across the group including B&Q, ScrewFix and Castorama Europe departments. Complete discovery phase for NIST cybersecurity framework compliance. Identifying critical gaps as well as areas which need investment. Created as is and to be process for HR improvement program called Timesheet Reporting System and gathered requirements and priorities using MoSCoW ruling. Worked closely with Development team to create automated API’s that enable instance creation of users rather than previous manual set up. Worked across multiple territories UK, Poland, India and France and worked collaboratively with all stakeholders to achieve the intended outcome. Worked on government legislation project in respect of data repository, understanding process flows and how data will be held in a compliant manger under GDPR and to be confirmed government legislation. Gathering requirements, understand tooling system Craft.io.

• Outsource all in-house print and mail services to a third party to maintain customer service levels. • Collaborate with internal SMEs to map out inbound mail processes for Skipton Building Society. • Conduct cost analysis for redirecting mail to a mailing house and courier services. • Work with developers and solutions architects to design API links between mailing house and internal systems.

• Engaged with Stakeholders to understand requirements and designed system compliance register for Retention and Deletion of Personal Data • Documented risk assessment of in-scope systems and updated Risk Registers in collaboration with Data Assurance Operations Manager • Developed process for regular review, reporting, and escalation of findings, incorporating automated reporting and working with cloud technologies

• Managed stakeholders and technical resources to decommission 60 IT applications, reducing technical debt and costs at Aviva. • Created user stories in JIRA and Confluence, facilitating Agile methodologies for efficient project completion. • Supported the decommissioning of large-scale applications like Intelligent Vehicle Management and Guidewire GWCC within the Claims department.

• Led the delivery of GDPR projects, ensuring alignment with regulations and project scope for the University of Leeds. • Coordinated with third-party suppliers and managed project finances effectively. • Mentored teams to deliver high-quality projects, driving successful outcomes and compliance with IT governance.

• Managed multiple projects within the Data Retention and Deletion department, ensuring data is managed correctly. • Facilitated global projects implementing GDPR and regulatory change, staying within scope and budget. • Collaborated in procuring a company-wide software solution for managing cookies on UK websites.

Working as a Programme Lead/Consultant with Small, Medium and Large companies to complete GDPR audits, implement policies and process and creating a Compliance Authority which encompasses the ICO 12 steps to GDPR Compliance. These include ensuring all the following steps are met. 1. Awareness 2 Information you hold 3 Communicating privacy information 4 Individuals’ rights 5 Subject access requests 6 Lawful basis for processing personal data 7 Consent 8 Children 9 Data breaches 10 Data Protection by Design and Data Protection Impact Assessments 11 Data Protection Officers 12 International I have worked with many industries including Retail, Banking, Construction and Insurance managing these projects for them and implementing these steps, ensuring they are compliant with the new regulation. This including holding training sessions and workshops with staff so they are also aware of their responsibilities under the new law.

Project Manager/Senior Business Analyst in large scale General Data Protection Regulation programme dealing specifically with Privacy By Design/Default, Privacy Impact Assessments, Breach Notifications and Privacy Notices and Consent. Tasked with implementing Privacy By design in local change boards to ensure every facet of Privacy is covered where personal or sensitive data is used. Part of this is implementing Privacy Impact assessments to ascertain why and how the data is being dealt with including the different types of data being used. Facilitating the incorporation of new Privacy notices in current letter suite to ensure they comply with GDPR and that they are clear and explicit on how data will be used and seeking customer consent were necessary. Assisting in implementation of new Breach notification technology from end to end to ensure any breaches of personal information are captured and have a mechanism to inform the Data subject and Information Commissioners Office within the 72 hour guideline.

Scope: Employed as Customer Relations Specialist to deal with incoming complaints via telephone or letter forwarded by the call centre. Expertly investigate complaints and reply to clients giving full and clear information. Liaise with team members onshore and offshore to ensure agreed service levels are adhered to. Duties & Responsibilities: •Complaint handler, ensuring all aspects of the complaint are understood and resolved within agreed time frames. With constant communication with the customer to keep them updated throughout the process. •Manage own workload to ensure that all life and pension product complaints are dealt with within agreed service levels •Communicate closely with team manager and team members to ensure that where necessary regular updates are provided for MI and development purposes. •Developed excellent working relationships with specialist teams within the organisation to ensure smooth running of processes to enable there to be a fair outcome to the customers in line with the Treating Customer Fairly guidelines. •Contact Admin Re on high profile cases were necessary to agreed a fair outcome for the business and customer. •Analyse and calculate redress if required as part of the complaints process. •Regular completion of exams ensuring I am fully up to date with latest procedures and regulations. •Liaise with Financial Ombudsman Service (FOS) and provide them with information once a complaint is referred to them. Achieved a consistent 100% accuracy with all FOS complaints, liaising directly with FOS to ensure all information is clear and concise to allow for a smooth complaint process for the customer.

Scope:​Employed primarily as a Senior Service Co-ordinator dealing with Mortgage advisers and policyholders. Key to success is building excellent relationships with the subsidiaries. Providing expert support, help and guidance, whilst also giving updates on current applications, chasing outstanding information from key clients and managing a complex portfolio of accounts. Responsibilities also include providing the advisers with product and technical information as and when required. Deal with complicated Bond/Pension for Independent Financial Advisors. ➢ Managing the sales and servicing of life assurance products and keeping myself up to date with new products and procedures. ➢ Develop strong relationships with Key Mortgage Companies and Independent Financial Advisers and identifying sales opportunities. ➢ Manage and solve conflicts with clients whilst maximising sales potential by identifying opportunities to cross sell and upsell Friends Provident Benefits to maximise the opportunities and overall sale. ➢ Ensure the timely and successful delivery of our solutions according to customer needs and objectives. ➢ Operate as the lead point of contact for any and all matters for portfolio of customers. ➢ Interact and coordinate with the sales team and other staff members in other departments working on the same account. ➢ Produce and maintain spreadsheets and provide statistical data in varying forms. ➢ Fire Warden which I attended a days training course to qualify ➢ Complaint Handler. ➢ Successfully chosen from the department to test a new telephony system to be used across the whole company. ➢ Tasked with writing procedures for a new online system within the company and successfully rolled this out to trainees. ➢ Achieved a performance rating of Good/Very Good each in year and yearly assessment. ➢ Constant achiever of 5* (recognised as excelling customer expectations on calls).