Catherine Watson Email and Phone Number

Personal Assistant to Head of Payments Services & Technology

My role was to work within the Retail Customer Support Team to provide high quality and confidential support to Managing Director/Head of Function/Regional Director through various administrative tasks.

My role was to implement and embed Lean solutions across the Ulster Bank network.My main responsibilities during this time were:- Carry out analysis using diagnostic techniques and tools to identify key opportunities within the branch- Produce diagnostic pack using Microsoft PowerPoint and Excel- Present diagnostic pack to senior management - Attend and present at Area Manager and Branch Manager Lean Awareness Days- Training and coaching of branch management and branch teamConduct certification audits of status against plan and create, review and update implementation plans to close any gaps- Support Branch Manager to implement Lean solutions- Facilitate continuous improvement training to fully train CI champion on workplace work-out tools and CI web site

I under took a Branch Manager Secondment which enabled me to gain further experience in the running of a retail branch and leading a team whilst encouraging them and myself to deliver outstanding service in all areas to our customer.My main responsibilities during this time were:- Ensure branch objectives across the balanced business scorecard are achieved- Maintain a strong control environment Undertook effective training, coaching with staff both on one to one basis and group- Working closely with Customer Adviser, Personal Mortgage Adviser, and Financial Planning Manager- Responsible for undertaking team's 1:1's in order to improve branch performance ad promote personal development- Deal with any customer complaints promptly and ensure fully resolved- Create and build relationships with all customers- Facilitate continuous improvement workouts to improve services and processes at local level- Effective resource planning

My role was to implement the Lean programme to a number of RBS branches across the network. The Lean programme was the single biggest rollout of Lean in corporate history at the time.My main responsibilities during this time were:- Attend and present at Area Manager and Branch Manager Lean Awareness Days- Support Branch Manager to implement Lean initiatives- Training and coaching of branch management and branch team- Conduct certification audits of status against plan and create, review and update implementation plans to close any gaps- Facilitate continuous improvement workshops to fully train CI champions on workplace work-out tools- Deputise for Lean Support Manager- Under take sign off certification visits- Under taken independent reviews across the NatWest network, to test the use of the Lean initiatives and sustainability

During this time I undertook many roles within a retail branchCashier- Serving customers on a daily basis, processing their entire request, responsible for balancing and managing large volumes of cashSQM- Responsible for branch complaints system- Prepare and implement service improvement plans- Oversee training and coaching for service- Completion of service observations- Analysis monthly customer satisfaction index and concerns data- Monitor and increase usage of alternative service channelsFront of House - Meet and greet customers, acting as the first point of contact when entering the branch- Dealing with customer requests if possible or ensuring effective and immediate hand over to a colleague - Offer customer alternative channels such as CDM, internet bankingCustomer Services - Managing the day to day running of Customer Services Team- Effective distribution of work between team and completion within agreed SLAs- Managing telephones to ensure answering within bank standard and all customers enquiries being dealt with- Manage all customer service appointments