A key member of a central CCO team within Barclays Execution Services, having oversight across the entire organisation for Assurance and Issues governance. My core focus has been in Issues governance, bringing vast experience to both the role and the organisation to deliver considerable enhancements to Issues management across Barclays bank (authoring the Issues Management Standard, managing updates to the Issues Management technology solution and all supporting procedures). Also supporting the… Show more A key member of a central CCO team within Barclays Execution Services, having oversight across the entire organisation for Assurance and Issues governance. My core focus has been in Issues governance, bringing vast experience to both the role and the organisation to deliver considerable enhancements to Issues management across Barclays bank (authoring the Issues Management Standard, managing updates to the Issues Management technology solution and all supporting procedures). Also supporting the Assurance team with Issue closure and risk rating upgrade Assurance activity, whilst developing my own role owning the refresh of the Controls Assurance Standard and development of a bank-wide Single Assurance Framework. Show less

I exercise significant influence to challenge business owners, whilst also coordinating the liaison between all 3 lines of defence, managing a complex and senior stakeholder network. I produce management information and stakeholder updates, working with senior leaders and executives to review outputs and share across the division to drive process improvement. Notable achievements include:• Delivering a set of key controls for the bank’s material risks• Providing analysis and… Show more I exercise significant influence to challenge business owners, whilst also coordinating the liaison between all 3 lines of defence, managing a complex and senior stakeholder network. I produce management information and stakeholder updates, working with senior leaders and executives to review outputs and share across the division to drive process improvement. Notable achievements include:• Delivering a set of key controls for the bank’s material risks• Providing analysis and recommendations to the divisional senior leadership team during a review of transformational change programmes. • Rolled out and continuously evolved of a process that delivered the capability for colleagues across the entirety of the services division of the bank (8 business areas) to conduct effective root cause analysis for risk issues and carry out effective read across activity. Resulting in a strong proactive risk management tool to identify gaps and weaknesses in the control environment and mitigate risks before they materialise. • Embedding issues management guidance to improve the quality of the issues management process across the division. Providing direct feedback to accountable senior managers on the quality of their businesses management of high impact risk issues. In doing so I established significant knowledge of issues management principles and developed a strong stakeholder network of peers and senior managers. • Achieving an enhanced focus across the division for the expeditious closure of major impact rated risk issues, focusing on high quality records management with full adherence to the risk framework, resulting in a vastly improved risk and control management awareness. Show less

An operational management role with a span of control of 70 staff, I was responsible for:• Remediation activities arising from incidents in the PPI complaints process, impact analysis, through to customer remediation and fulfilment. • An Insolvency team, ensuring that customer fulfilment from PPI complaints was accurate and consistent, whilst protecting the banks interest in customer funds• The PPI payments operation, leading the 4 team managers overseeing the function. My… Show more An operational management role with a span of control of 70 staff, I was responsible for:• Remediation activities arising from incidents in the PPI complaints process, impact analysis, through to customer remediation and fulfilment. • An Insolvency team, ensuring that customer fulfilment from PPI complaints was accurate and consistent, whilst protecting the banks interest in customer funds• The PPI payments operation, leading the 4 team managers overseeing the function. My key accountabilities included:• Driving root cause analysis• Daily planning of resources to ensure the highest standard of customer service• Effectively managing relationships with stakeholders to ensure accurate and consistent customer remediation.• Presenting proposals to senior leaders. • Careful planning in accordance with the remediation framework and culture for excellence in customer service. • Enabling timely customer remediation whilst ensuring that the communication, both external (customer) and internal (stakeholder), is accurate, therefore ensuring a first class customer experience. Achieved through operational management, both in the UK and offshore, allocating resource, clearly communicating objectives, negotiating service level agreements and delegating ownership and responsibilities to my teams. • Presenting committee level papers, providing recommendations to aid senior decision making, providing regular updates to other operational and senior managers.• Managing the bank’s approach to insolvent customer redress, representing a complex area of remediation, and to oversee a team of highly skilled specialists. Involving ongoing liaison with the bank’s legal department and external solicitors for advice on insolvency law to support my approach in complex scenarios, also handling challenges from insolvency practitioners on rights of set-off to ensure the bank’s stance on insolvent scenarios remains correct, yet also supports the most appropriate customer outcomes. Show less

Managing a team of high graded technical specialists supporting customer operations in the development of a number of concurrent large scale remediation programmes, liaising between multiple project managers, the change function and operational areas. This position required strong stakeholder management, organisational planning and communication skills, furthermore an awareness of managing projects in a controlled environment. The role also supported operations post-implementation to ensure… Show more Managing a team of high graded technical specialists supporting customer operations in the development of a number of concurrent large scale remediation programmes, liaising between multiple project managers, the change function and operational areas. This position required strong stakeholder management, organisational planning and communication skills, furthermore an awareness of managing projects in a controlled environment. The role also supported operations post-implementation to ensure that the business delivered an efficient proactive redress programme, whilst maintaining a focus upon BAU operations. Show less

In the role I grew and developed the PPI Fulfilments team from 17 FTE, performing payments and reconciliations, to over 100 FTE (including 8 team managers) making in excess of 8,000 payments a week. I reported to the senior manager and head of operations on volumes and forecasting, whilst continually ensuring that staff were adequately cross-trained and resourced effectively to process the wide variety of payments required. Throughout this role I worked collaboratively with KPMG consultants… Show more In the role I grew and developed the PPI Fulfilments team from 17 FTE, performing payments and reconciliations, to over 100 FTE (including 8 team managers) making in excess of 8,000 payments a week. I reported to the senior manager and head of operations on volumes and forecasting, whilst continually ensuring that staff were adequately cross-trained and resourced effectively to process the wide variety of payments required. Throughout this role I worked collaboratively with KPMG consultants around planning and strategy, and explored numerous options for process efficiencies. I used my operational knowledge and skills to recommend and adopt the most appropriate solutions, successfully delivering considerable process improvements and efficiencies, vastly increasing the output of my teams. I oversaw the migration of work offshore to colleagues in India and supported the delivery of Lean methodologies. I also worked collaboratively with the Change function to advise, support, deliver and implement changes within the operation. Show less