Feb 2021 – Jun 2023 · 2 yrs 4 mos · Edinburgh, Scotland, United Kingdom

Oct 2019 – Feb 2021 · 1 yr 4 mos · Glasgow, United Kingdom

Jul 2017 – Jul 2019 · 2 yrs · United Kingdom

• Leading a team of c. 80 staff across 2 sites in Central Scotland to deliver first-rate service levels to customers.
• Motivating staff to ensure high-levels of customer service in adherence with quality, risk and regulatory requirements.
• Exhibiting the Bank’s values and sharing knowledge with colleagues to continuously improve client experiences.
• Supporting a number of change projects and coordinating plans / resources to achieve agreed deliverables and continuous improvement initiatives within time, cost and quality parameters.
• Coordinating the preparation of information for planning, budgeting and forecasting processes across business areas.
• Managing changes to Bank policies, systems, processes and working practices to drive operational improvements.
• Providing on-the-job practical training to staff in order to continually strive for improvement and service excellence.
• Facilitating all risk training, including mandatory training and ensuring high competency levels of colleagues.
• Managing staff holiday, sickness and absence in line with company procedures and protocols.
• Conducting return to work interviews with staff, ensuring appropriate actions are taken to reduce absence.
• Ensuring strict adherence of Banking guidelines / regulations for business compliance.

Dec 2016 – Jul 2017 · 7 mos · United Kingdom

• Managed a team of c.115 Customer Service Agents across 14 teams in Edinburgh and Birmingham and provided clear direction and motivation to meet targets / KPIs.
• Promoted a culture of high-performance to deliver a best-in-class proposition for customer service for commercial clients.
• Identified peak / low periods of demand through call-flow analysis to ensure adequate and appropriate staffing levels.
• Led daily / weekly performance meetings and shared best practice with colleagues for improvements.
• Embedded LBG priorities, ensured adherence to regulatory requirements and role modelled group values, behaviours and the code of responsibility.
• Regularly assessed, developed, recognised and optimised team performance through coaching and feedback, 121’s and performance reviews to support and build colleagues’ skills and capabilities.
• Prepared comprehensive performance reports for senior management and key business stakeholders.

May 2015 – Dec 2016 · 1 yr 7 mos · United Kingdom

• Led a team of c.14 Relationship Managers and Business Advisors to deliver a first-rate level of service to commercial customers and meet all operational targets / KPIs.
• Managed risk appropriately and ensured compliance in lending, account opening and complaint handling processes.
• Delivered team objectives on customer service, risk, people management, development, lending and new accounts.
• Facilitated the training and development of junior staff members, championed colleague engagement and promoted various talent academies.
• Led a successful lending pilot on the frontline that positively impacted the customer journey.
• Continually championed change and continuous improvement to strive for operational excellence.

Mar 2012 – May 2015 · 3 yrs 2 mos · United Kingdom

• Built effective relationships with medium to large business clients and promoted services including lending, merchant services, invoice financing and insurances.
• Performed regular reviews with clients to understand their short / long term needs and advised on appropriate products and services in line with regulations.
• Exceeded targets in terms of loans, overdrafts, cards and 3rd party referrals whilst operating within required risk and control parameters.
• Maintained a deep understanding and technical knowledge of relevant products and services to provide the best solutions for clients whilst maximising revenues for the Bank.
• Held position as a Continuous Improvement Champion within the department of c.150 staff members.
• Kept abreast of investment strategies, product knowledge and regulatory restrictions to ensure strict adherence of all policies when dealing with clients.

Nov 2010 – Mar 2012 · 1 yr 4 mos · United Kingdom

Sep 2006 – Nov 2010 · 4 yrs 2 mos · United Kingdom