Middle Office Client Operations Lead covering UK and Nordics Region

· Responsible for commercial viability and compliance of a financial sales team across the South West · Accountable for all areas of quality control and risk management against the FCA/PRA principles and standards· Organized and delivered sales process and KYC skills training· Influenced and built strong relationships with key stakeholders across the business· Analyzed data to identify strengths and weaknesses to influence change in performance

· Returned to branch sales and retail management after a successful secondment within head office · Resurrected branch sales performance within my first quarter, during which I achieved top position in the South West Area and 14th Nationally out of 800 branches· Enhanced service standards by moving net customer service score to an 80% Excellent rating· Fueled the progress of two key sales staff through coaching and business development to top in region and UK· Regained an effective audit rating on branch controls and risk management

· Consultant to the business on two major product launches, ensuring smooth delivery and implementation· Delivered business and regulatory changes ensuring profitability and enhancing the client experience· Responsible for the internal communications and training allocation· Reviewed and approved change initiatives involving mortgage and general insurance products for the retail environment· Developed and reviewed training material in readiness for product launch and implementation· Chaired meetings, forums and workshops across the country to identify business needs

·Consistently exceeded targets by 120% every quarter for 2 Years, taking underperforming teams to overachieve KPIs ·Maintained high standards of risk management, obtaining the highest audit quality ratings· Improved the customer service levels from 30% to 75% of my clients rating the service as extremely satisfied·Developed my people management and coaching skills, creating an enjoyable and productive environment, striking the right balance between hard work and recognition

My latest results were set at 187% for the quarter this propelled me towards a role in managementDeveloped my skills as a sales professional to exceed targets on a regular basis, achieving 139% of sales target within my final financial yearUse my approachable and confident personality to improve and develop relationships with customers and colleaguesI developed my skills in meeting present and future customer needs while identifying additional opportunities where other business areas could assistMaintained a structured diary of appointments while retaining flexibility to adapt and take initiative in meeting immediate business priorities and opportunities