Responsible for the continuity of service across all operational resilience pillars (technology, people, property, data and third party suppliers) for all personal lending products, services and customer journeys for the Retail Bank. To do this my team deliver the Short Term Borrowing Operational Resilience Strategy which ensures compliance with all resilience and outsourcing regulations such as SS2/21, whilst also balancing commercial outcomes and strategic priorities. Chair of Short Term Borrowing Operational Resilience Committee which supports Retail Bank CEO-1 with decision making and discharging of responsibilities.

Responsible for resilience of credit card spend service, including managing an "Important Business Service" under SS1/21 and overseeing a critical third party supplier under SS2/21.

Managed the personal loans product, leading on customer metrics such as NPS plan and complaints as well as risk management and pricing optimisation.Certified Scrum Master and Product Owner under Agile framework.

Led a team of 21 to achieve both acquisition and retention targets whilst ensuring quality and good customer outcomes. Scrum team SME for Retail Banking change implementation such as introduction of new credit card product and changes to goals and reward.Led a project to ensure all people leaders and deputies were capable of delivering feedback and coaching in a structured consistent way.