Accountable for determining the operating configuration, playing an active role in vendor selection and informing the systems strategy required to deliver an exceptional and seamless customer experience, and produce the most efficient and lowest error-rate end-to-end processes for the Operations area, in line with the wider cards establishment strategy, and design the roadmap to achieve thisInspiring and delivering exceptional customer service, operational sales results and process. excellence, whilst actively managing costs and driving operating efficiencies including maximising the use of digital channels across all CFS business linesAccountable for development and execution of CFS’s new customer experience principles that will eventually be embedded in all CFS business lines

Working with the Leadership Team and Team Members to help develop and execute a multi channel CX vision and strategy

Launched in 2008 UBank has grown to become the 9th largest full service digital retail bank with over 300,000 customers and the highest customer satisfaction of any Australian financial services institution at over 90%. (Roy Morgan Survey)My role is part of the UBank Leadership Team, collectively responsible for UBank people, strategy and business results whilst always ensuring the brand values are lived in every corner of the business.The focus of my role is to develop, deploy and manage customer strategy & service for all products, services and systems, whilst minimising operational costs and maximising the use of digital channels so as to enable the company to achieve its business goals and customer expectations.I have individual responsibility for clear direction and leadership of the day to day operational components of the business. Inspiring and delivering exceptional customer service, operational sales results and process excellence, whilst actively managing costs and driving operating efficiencies.

Tesco Bank began life in 1997 as Tesco Personal Finance, a joint venture between Tesco plc and Royal Bank of Scotland plc. In 2008, Tesco bought out RBS’s share of the business and introduced the new name, Tesco Bank. Today, Tesco Bank is a wholly-owned subsidiary of Tesco, which gives it the freedom to make decisions based on what they really think, is best for their customers.Recruited to program manage the Tesco Bank Basket program. The basket project objective was to launch a mortgage lending business. This was a joint development between Tesco and Vertex IT Solutions. Held an overall responsibility for all aspects of managing this program, from developing the relationship, Budget control, Risk Management, Business Processes and Change Management. Main accountable was to review and create a new program plan whilst aligning expectations between Tesco and Vertex senior executives, thus ensuring a successful delivery.

Avenue Lettings is a property rental business, based in the West Midlands.Approached by an investor, who wanted to take advantage of a depressed housing market due to the recession, to build and launch a property rental business.Key Responsibilities & Contributions• Review housing market.• Recommend business model.• Source investment capital.• Create key business relationships with Lawyers and Surveyors.• Build property portfolio.• Create internal operational processes.• Create Website.• Run business from a day to day basis.• Created review of the housing market in target area and recommended operating model.• Sourced initial capital requirements from major retail bank.• Created internal processes and brand including build and testing of website.• Built property portfolio by purchasing properties that fitted the brand and leased out.• Arranged for property renovations to ensure housing met brand values.• Launched business with 100% of properties leased successfully.

Santander are one of the UK's leading personal financial services companies and one of the largest providers of mortgages and savings in the UK. They are also a growing participant in the corporate banking market and operate primarily in the UK. Santander UK are part of Banco Santander, S.A. (the "Santander Group").Accountability for day to day banking operations. For all the business areas listed below I was tasked with reducing operational costs whilst driving improving customer satisfaction. In total I was accountable for most of the organisations operational areas totaling some 2,500 staff.In the short time I had run this area, operating expenses reduced by £8m and productivity increased thru a series of transformation programmes, of which only a small percentage required IT change.Areas of AccountabilityMortgage OperationsTelephonyCustomer ComplaintsCahoot (Front and Back office)Cater Allen Private BankingAbbey at Work.Customer On boardingCustomer ServicingCustomer ClosuresProgram ManagementSix Sigma & Process Excellence DeploymentMI and PlanningBusiness BankingUPL

Egg was established in 1996, and became the world's largest pure online bank in that it was only possible to operate an Egg account over the internet, or via their call centre. Egg specialised in savings, credit cards and loans but also offered mortgage and insurance products.I started as Change Manager and was tasked with creating and launching the mortgage business area. I provided leadership to 80 consultants and 20 full time employees and achieved launch in 6 months to budget.Post launch I was promoted to Head of Mortgage Strategic Development Team. This team were responsible for creating transformation programmes which resulted in Egg winning many mortgage awards for its’ service and products. Some specific achievements were the implementation of a new mortgage platform (Omiga) This was completed within six months on time and to budget with no loss of service. This was a multi-stream project, working closely with the system supplier and their team.Due to a re-organisation I was promoted to the role of Head of Mortgage Processing & Development. The main deliverable during this role was the creation of a new mortgage processing company, Marlborough Stirling Mortgage Services (MSMS). This was a joint venture operation between Egg and Marlborough Stirling and was a strategic decision by egg as it wanted to concentrate primarily on launching a new credit card and bank account proposition.After a successful launch was was promoted to Senior Programme Manager for the bank. I was managing a suite of IT related projects from initial proposition through to successful implementation with budgets ranging from £150,000 to £10m.I was promoted to Head of UK Operations & Head of Training & Development. The brief was to embed operational excellence therefore delivering an outstanding customer experience.