Blaine Burns Email and Phone Number

• To lead, motivate, coach, train, develop, performance manage and provide operational direction to a team of MIU advisers to ensure that intermediaries and their customers are provided with an efficient, professional and high quality service. • Motivate and develop the team and individuals, and manage performance through effective sales management activities and management of business pipelines to ensure achievement of customer, capacity, volumes, income and quality goals. • Ensure the successful day to day operation of a team of advisers. • Ensuring the right resource was in place, with training plans being adequately implemented to increase skillset and reduce key man dependencies. • Lead the development and implementation of business improvement projects/strategies in addition to core job responsibilities.

• Holding mortgage meetings with first time buyers, switchers, re-mortgagers etc. to offer advice on the best mortgage product for their needs. • Liaising with branch, customer direct and other areas of the bank to obtain mortgage leads so that I could meet target. • Hold training sessions with internal stakeholders across the bank on how to provide a ‘quality lead’ for mortgage consultants. • Approve or decline mortgage applications based on Danske Bank’s internal credit policies and procedures. • Ensure my meeting and my post meeting work were compliant and met the needs of the regulator.

• Assessing mortgage applications independently within my DLA with full understanding and knowledge of the credit policy and processes of the Bank. • Manage existing relationships with brokers and develop relationships with potential brokers when handling queries on the inbound telephony lines or attending sessions such as the ‘Help Us to Help You’ sessions. • When I assess an application I take into account customer experience, risk management, regulation and credit policy. This ensures an efficient and compliant service whilst also considering any fraudulent activity. • Coaching and assisting new starters to the unit as well as Mortgage Consultants who are cross training in MIU.

Management of 62 FTE to ensure Service Level Agreements were met.• Presentation of daily, weekly and monthly reporting to key stakeholders to highlight trends in performance and formulating plans to improve output. • Hold monthly meetings with our clients (Banks) to discuss performance and effectively manage the relationship between Computershare and the Bank which we were outsourcing for. • Explain any reasons for underperformance to our clients and discussing how we are going to address these issues going forward. This, again, involved managing the relationship and satisfying any concerns. • Scheduling the shifts on a four weekly basis to ensure we had the necessary staffing levels based on the forecasted workloads. Then being diverse enough to change these if necessary. • Planning and forecasting weekly, monthly and quarterly volumes and ensuring recruitment and attrition was managed in line with business needs.