Design and implementation of a strategy for our most precious treasury clients (who are some of the worlds most successful and well known brands). Our clients are global so we act globally to ensure seamless delivery no matter the geography or time zone. Proactive analysis of all the clients interactions with BoAML to identify opportunities and solutions to simplify their cash management routines and make the most of their cash and free up their resources. Responsible for the global technology, operations, service and fulfilment teams delivering to these clients day in day out. Leading a small team of hand picked talented individuals based around the globe to deliver delight to these clients. Client feedback has been exceptional

Integration of banks onto common systems and processes while ensuring improvements to the customer experience Service Improvement and winners of the Money Facts awards for Best Business Bank for past 3 years, Best Commercial Mortgage Service for the last 2 years. Process Optimisation to reduce costs and improve service Implementation and management of Risk and Control regulation People Management and Development including - Induction, career progression, talent management, training and development and launched the Santander Business Banking School Business Analysis and MI to drive productivity and deliver income while managing costs Managing the change Agenda both tactical process re-engineering and strategic IT deliveries Increased quality and frequency of internal and external communications including delivery of conferences and employee forums to engage the workforce. 95% of staff completed the annual staff survey with excellent results

Changed the Benelux telephony and internet operations from Service only to Service & Sales with significant uplifts in existing product sales and great performances on new products Identified opportunities to improve service or sales and designed and delivered change including complex IT projects and built strong relationships with key suppliers Built a new Senior Management Team and achieved World Class staff engagement in Belgium and Change Management teams Mobilised Group Technology to identify and support the replacement of the main IT platform Jointly led the due diligence and fact finding on the acquired ABN Business Unit Europe businesses identifying synergies and initiatives as well as operational issues Jointly led the disposal of the business with particular focus on the TSA and operational issues

The successful delivery of £100m investment to transform the Affluent customer offering. Defined target customers, supported re-launch of the brand and all collateral Identified opportunities to improve process or behaviours to improve productivity and income Altered incentives to drive the right behaviours to provide fantastic customer experience and deliver £400m of income Redesigned the support model for frontline teams improving customer service and allowing Managers more time with customers.

Responsible for 50 Affluent Managers in the City of London.Top region for sales performance and risk management in both Retail and AffluentAchieved or exceeded sales targets - 3rd Nationally on incomeMost improved customer service in RegionTop people engagement scores in RegionDesigned and launched a new Branch and Affluent centre the first in the UK