In my current role my core responsibility is operational excellence of the store, this includes the managing of risk, resource and cash. I coach and develop my people pushing standards and being relentless in the pursuit of excellence.I am a dedicated and passionate ambassador of Metro Bank Culture and the brand. I have highly developed idealisms of what good customer service looks like and use this to develop my team in their performance and have this reflect in store performance. Coaching on behaviour in role using raw potential and shaping it for the perfect fit in Metro Bank. Having been through the leadership programme and explored other roles I am effective in managing the continued growth of Metro Bank both through Colleagues and customers. I currently manage a team of 6 directly and 15 in total on a daily basis. This includes providing quality and regular training and mentoring for the Store team through one on one coaching sessions, regular observations and feedback and skill drills.Delivering amazing customer service is a key focus for myself. Changing processes and procedures that are obstructing the customer experience. Constantly focusing on my team and how the deliver the Metro Bank model, being the first person they turn to with queries and issues. As well as ensuring I am an effective complaints manager, turning the experience the customer has previously had into a positive one. Ideal for any new and growing business.