• Created and implemented a robust Training and Competency framework for colleagues and Supervisors to operate within including supporting documentation.• Trained and monitored Supervisors in skills needed to operate within the T&C Scheme including coaching & feedback, 121 skills and training• Embedded framework following launch through observations, calibrations and file reviews• Trained staff on new legislation and ensured this was embedded into scheme and QC framework• Launched a learning management system in including rollout and supporting manuals• Worked closely with the QC team to build oversight requirements and improve MI

• Worked with the CI team to build and implement process improvements within the Direct Mortgages business. This included improvements to the Advised customer journey, the introduction of an Execution Only Buy to Let process and building oversight requirements for the Direct Mortgage business.• Designed and delivered training to upskill Advisers and Supervisors on the new processes and conducted oversight following T&C scheme requirements.• Created and implemented a robust Training and Competency framework for Advisers and Supervisors to operate within including supporting documentation and MI.• Created and implemented a T&C framework for the Intermediary department including supporting documentation.• Refreshed Supervisors in skills needed to operate within the T&C Scheme including coaching & feedback, 121 skills and training and embedded framework following launch by oversight of Supervisors through observations, calibrations and T&C file reviews.• Launched a learning management system for Regulated colleagues including training rollout and supporting manuals.• Worked closely with the Risks and Controls Team to identify gaps and roll out targeted training and, if applicable, process changes.• Worked with Marketing to roll out written and spoken tone of voice training for all Mortgages customer facing staff and assisted with empathy training for staff taking calls during Covid 19

Managing the performance of a team of Mortgage Advisors, Broker Retention Consultants and Home Insurance Consultants through effective coaching and development with adherence to the T&C scheme. Overseeing the deliverance of an exceptional customer experience while maintaining compliance to regulations.

Responsible for design and delivery of Mortgage and Protection courses to the Society's mortgage advisers and consultants in Retail and Connect. Experienced in delivery of T&C Supervisor courses, Induction and a suite of soft skills courses. L&D representative for MMR & EMCD projects and subsequent design and roll out of training to the relevant departments.

Providing non-advised lending to customers over the telephone and advising on protection needs including home insurance, MPPI, Income Protection, Life & Critical Illness Cover. Insurance Salesperson of the Year 2009.