• Client Engagement: Enhanced the customer service department, enhancing and exceeding performance targets. Fostered client relationships through proactive communication and strategic problem-solving.• People Management: Led a team responsible for operational risk, customer service, and third-party risk management. Developed talent, implemented training programs, and promoted a culture of continuous improvement.• Operational Risk: Operational risk management, aligning risk policies with the bank’s objectives and regulatory standards. Led risk control self-assessments and incident management processes across multiple departments.• Project Leadership: Managed key transformation projects, including the successful launch of an international call centre, streamlining operations, and boosting customer satisfaction through better service delivery.• Stakeholder Management: Collaborated with senior leadership, including the MD, COO and CRO, to ensure effective risk governance and compliance. Presented operational risk reports and strategic insights to stakeholders at board level.

• Sales & Business Growth: Drove 300% revenue growth by identifying new market opportunities, enhancing product offerings, and creating collaborative projects with partners. Developed a 3-year strategic plan to drive expansion.• People Leadership: Managed a production team, fostering a culture of accountability and continuous improvement. Set KPIs, mentored staff, and led recruitment to ensure business growth.• Risk & Compliance: Established and maintained risk management processes, including health and safety compliance and supplier vetting, to mitigate operational risks.

Waycruit finds the way forward when recruiting. We get to know our clients and help them find talented people out there. We understand your business, how you operate and what you need and with some work, we match the right talent that we believe will fit your culture, ethos and way of working. We believe in building relationships with all our clients and candidates as that’s the only way we can truly Connect People & Passion.

• Sales & Revenue Leadership: Led relationship management with UK Universities, securing long-term agreements to increase brand presence and capture a larger share of the student market. Consistently exceeded sales targets while managing a large portfolio of clients.• Team Leadership: Managed a regional team of 14 University Managers, driving engagement, performance, and operational risk management across 22 financial centres.• Operational Risk Oversight: Provided operational risk oversight by identifying, assessing, and mitigating risks. This included reporting on financial, operational, and regulatory risks to key stakeholders.

• Branch Transformation & Sales Growth: Transformed multiple under-performing branches into high-performing units by implementing strong sales and customer service strategies. Consistently exceeded revenue targets and achieved balanced scorecards in commercial, service, risk, and people management metrics.• Sales Leadership: Drove significant revenue growth by leading high-impact sales campaigns, mentoring branch teams, and fostering a customer-centric culture. Piloted new services and implemented CRM tools that are still in use across the bank.• People Management & Development: Mentored new branch managers, interns, and graduates, fostering the next generation of leaders. Led teams of up to 150 FTEs across various roles and locations, ensuring alignment with company goals and operational standards.• Operational Risk & Compliance: Oversaw risk assurance checks, AML compliance, and till difference management. Worked closely with HR on grievance and misconduct investigations, supporting a culture of compliance and operational excellence.

I worked in one of the Flagship stores for the company looking after there Savings Portfolio and helping customers invest there money in the right place to meet there Financial needs> I grew the Savings Portfolio in my time there by £2Million, and referred over to Financial Advisors over £300,000.> I was a top 5 Advisor in the Region. Was progressed to Bank Manager.

Leading on account management of key UK Universities in London and East UK. Goal to agree a 3-year agreement as a donor to increase brand presence, create impact led reporting and control share of student market. I manage the highest volume of accounts in the UK and have been able to have say in the Governments industrial strategy and how we can support the education journey for students. Leading a regional team of 14 direct reports with 32 UK Universities to deliver excellent customer service through leadership and influencing. Region consisting of 65 FTE, managing the end to end process from joining to progressing. Senior leader for the division in shaping and implementing direction and strategy for the UK.

Seconded role for 8 weeks, working on developing CRM Tool and creating training cycle end to end.

Managed a portfolio of international accounts up to £10m investment. Dealt with cross border policies and implications of regulations on investments and savings. Worked with UHNW clients with various needs from purchasing second homes to automobiles. Was selected to go to Guernsey and learn about the loan process and bring back to implement across the learning account the whole business unit.

To help customers by meeting their needs with accounts and services. Head cashiering and responsible for all operational duties. Learnt the basics about a Financial Services Company.Gained detailed product knowledge and giving exceptional customer service.Top 5 Performer in the Region, also was the Fire Officer in the Branches.