Over the last year I have lead a task force to implement behavioral change with a hands-on approach, building advocacy and supporting capability within RBS E&W. Supporting the transformation program, embedding the culture, capability and environment for staff to portray compelling customer service propositions and alternative ways of banking, thus in turn improving levels of financial needs.

Seconded to NatWest International, Offshore Points of Presence - Jersey, Guernsey, Gibraltar & Isle of Man. I am supporting the Offshore Transformation Team by utilising my UK experience to lead as a subject matter expert of behavioural change to improve service options for customers with encouragement of digital and mobile support.My role involves taking ownership for supporting the future branch banking strategy within the offshore jurisdiction of NatWest International. Leading people through a behavioural change programme that allows us to better serve and meet the needs of their customers. Building and maintaining great working relationships with stakeholders across Technology and Business teams whilst managing the operational impact to branch with 3rd party contractors.

My role was to support and deliver through branch leaders and their teams a transformation of the branch operating model as well as physical environment in readiness to deliver for their customers. This included a clear engagement strategy with branch management teams to ensure the readiness for the launch of their new/improved branch

Working in Self Service Adoption team , testing and implementing new self service initiatives within branches to ensure customers and staff understood the different channels on offer. Working to a goal of cost reduction though increase usage of automation thereby freeing up branch staff to meet more customer needs.

Branch Manager, managing a variety of branch locations and sizes managing teams of up to 25 FTE. This role primarily focused on providing helpful banking and meeting customers’ needs and delivering a great service to our customers through the management of people whilst maintaining successful control and governance.

• Leading and motivating the team, • Dealing with customer complaints, • Key control checks and adherence to process• Implementing changes to service standards, controls and processes