Ben Woollard Email & Phone Number

London, England, United Kingdom

Accountable for the Banking Framework delivery of banking services across 11,000 retail network ensuring customer service excellence.Transformed critical strategic partner relationships with 26 banking groups through leveraging first-class people and communication skills, resulting in positive feedback and increased confidence in the Post Office’s ability to deliver on its customer centric contractual commitments.Oversaw a strategic review to improve customer service delivery of banking products, through setting of operational KPIs, moving contractual Service Level Agreements to green on a continual basis.Championing Equity, Diversity & Inclusion acting as Ally of the Complexions network.

Led transformation of a large multi-site customer focused operations and mortgage advice (CeMap) teams responsible for managing the largest impaired mortgage book in the UK. Worked with customers to return them to financial health and remain in their homes. Certified under the FCA’s Senior Manager Regime. Working in a complex regulatory and stakeholder environment I delivered improved customers outcomes to meet board risk appetite and compliance with FCA MCOB regulation.Created a new vulnerable customer centric operating model for customer in mortgage litigation.Collaborated with colleagues from across the group to deliver new Interest Only Mortgage solutions enabling customers to return to financial health and stay in their homes. Accountable for the performance and customer outcomes of 17 critical suppliers (PRA SS1/21) working with mortgage customers in litigation, gaining board, FCA and PRA approval to appoint new panel of law firms. Member of Group Executive Complaints Committee, Group Complaints Committee and Group Vulnerable Customers Committee.

Played a key leadership role in the cutural, proccess and technology & digital transformation of a significant operation serving customers mortgages, loans, current accounts and credit cards following an FCA Section 166. Delivered significant improvements in customer outcomes across secured and unsecured products to meet board, Skilled Person and FCA objectives.Ensuring adherence to CONC and MCOB.Accountable Executive for collections system upgrade and regulatory compliance transformation programmes.Leadership of the following teams:Transformation, including Model OfficeComplaint RCA and ReportingQuality Assurance Operations Technology Regulatory ComplianceMember of Group Complaints Committee.Bronze and Silver Incident Management Chair.

London, United Kingdom

Created and transformed financial markets middle office & operations including collateral management. Products included - derivatives (IR, FX, Credit) structured derivatives, FX, Money Markets, collateral & bonds.Led the following teams:Financial Markets Middle OfficeFinancial Markets OperationsCollateral ManagementSettlementsRegulatory ReportingCustomer ExperienceDocumentationTransformationAccountable Executive for regulatory and technology transformation programmes.

London, United Kingdom

Created new COO role, for a multi million £ trading business. Member of the trading floor executive leadership team.Developed business growth strategies, and managed costs, support services, board engagement and governance.

London, United Kingdom

Global

London Area, United Kingdom

Master Of Business Administration (Mba), Business Administration And Management, General, Pass. Dissertation - Distinction

Dissertation focussed on the music industry's strategic response to disruptive technology.

Prince 2, Project Management

Executive Eduction Masterclasses

Henley Masterclass series

Developing Strategy For Value Creation, Strategy

LBS Executive education course

Ba (Hons), Political Science And Government, 2.1