I am responsible for maintaining and evolving the supporting governance, processes and tooling to ensure effective operation of the 1LoD Controls Framework. This includes the production of ad-hoc data requests, supporting the creation and oversight of appropriate Key Control Indicators whilst also overseeing dispensations, waivers and breaches against control standards.

My primary role as a Business Problem Manager is to manage and execute the Problem Management process. I do this by liasing with SME's within key business units, functions and COE's to understand all key learning in order to provide root cause and resolution when responding to an incident. Key ResponsibilitiesSupporting and managing business response to local incidents and events collaborating with stakeholders to resolve and close.Undertaking PIR's of Events to identify learning and action plans to be delivered.Reviewing changes to propose the response activities required in the event of business disruption.

In my day to day role I support the development of and contribute to the design, implementation and embedding of Tooling Data across my area. I am also responsible for generating MI Reports to provide key insights to help support strategic decision making around the banks Operational Resilience capability.My main duties include:Executing control checks to ensure the integrity of reporting produced; and support operation of and embedding of, the broader Risk Framework.Supporting in identifying and maintaining KDE's for CRCO Data Domain implementing Data Heirarchy, Lineage, Traceability, Standards and Data Control across the domain.Organising the management and administration of the CRCO central data repository and undertaking DBA activities in line with internal policy and standards.Contributing to the delivery of CRCO data delivery goals, Committee submissions and regulatory responses.Identifying gaps and issues within existing data repository, Data Governance documentation and actions improvement and supporting the Data Owners/Stewards across CRCO.

I led a team of 10-12 colleagues in the Fraud and Payments department. In my day to day role I was responsible for:   Enabling my team to provide a customer experience second to none via effective side by side coaching, engagement and development.Ensuring that all risk and quality feedback is delivered within agreed SLA’s.Promoting a culture of positive behaviours in line with current behavioural framework.Highlighting root causes of repeat feedback with a view to improving customer service and performance whilst preventing risk.Implementing H.R processes, i.e recruitment, appraisal, disciplinary and absence management.Prioritising risk awareness across the team, promoting a culture of respect and ownership ensuring FLC’s are performing to the required standard in their role.

I worked as an advisor for Specialist Fraud Escalations in Bootle. My daily tasks included raising plastic and non-plastic fraud, raising technical card disputes, arranging enhanced security referrals, authorizing large money movements via chaps and faster payments. As well as this I would also verify identity documents on behalf of branch based customers.

I returned from management to a customer service role when my secondment ended with no permanent position available. I was able to take the skills and leadership knowledge I had learned to become a more well rounded advisor and continued to perform and excel against all KPI's which put me in a position to take up an exciting challenge of moving to the Fraud division of Santander UK.

I was a seconded customer service team manager for 11 months. My main responsibilities were to lead, develop and motivate a team of Customer Advisors, managing their day to day performance to deliver against agreed customer service and productivity levels, standards and targets. I excelled in the following areas: • Monitoring individual performance against productivity, quality and efficiency targets.• Provide accurate and relevant feedback on individual performance through regular one to one discussions and appraisals.• Motivating, engaging and inspiring advisors to achieve their targets.• Identifying the development areas and needs of the team then implementing effective action plans to improve performance.

During my time as a trainer I was responsible for up-skilling new to group staff to be able to use our systems, understand our processes and to educate staff on the culture of Santander and outline the behaviours expected of a Santander employee. • Learned various delivery and presentation techniques.• Completed a “Train the Trainer” course.

As a Customer Service advisor for Santander (formerly Alliance & Leicester) I worked across various call streams ranging from Lost & Stolen and Internet Banking to general Customer Service. I would regularly deal with balance enquiries, setting up mandates, blocking or reissuing credentials or cards making payment and talking to customers about the benefits of setting up different savings accounts. I also have experience working on a digital response team for Alliance & Leicester. This role had no direct contact with customers but required me to respond to online messages and find answers to the customer’s queries and report back to them. • Finished 8th in the top 20 advisors in the country in 2009 for sales.• Recommend for various GEM (going the Extra Mile) awards.• Regular entrant on Alliance and Leicester’s top advisor list for sales and quality.