Chloe Owens Email & Phone Number

London, Gb

Responsible for the HR function involving employee engagement; developing and implementing HR policies; learning and development; performance management; employee relations; recruitment; cultural change management; project management.

As a result of the transfer of all Skipton BS related activity to the Skipton Head Office, I was asked by Homeloan Management Ltd, a subsidiary of Skipton BS, to work on a key project for them.Key responsibilities:*Provide operational project support to the Project Manager*Ensure key operational areas operationally ready for launch*Act as consultant on all operational related activity in the design of new initiative for third party client*Organise and attend process design workshops*Prepare and update operational plans*Develop third party Client Service Specificiations

Skipton, North Yorkshire, Gb

Following the merger of Scarborough and Skipton Building Societies my role changed to that of Scarborough Direct Manager. Key responsibilities:*Manage a department of 45 staff, including 4 Team Managers to provide a telephone banking and administration service to large customer base*Manage volume inbound and outbound calls*Handle verbal and written complaints*Develop and motivate team through significant change*Design and develop compregensive training and development programmes for new and existing staff*Management of sales targets for 'other income' sales*Management of service levels for all call related, admnistration and complaint related activity

Gb

I was responsible for managing a team of 30 lending staff/underwriters and 10 Investment account administration staff.Key responsibilities:*provide a first class mortgage processing and underwriting service to direct mortage customers and introducers for the Scarborough Group, and also for third party clients*Recruitment, training and development of staff*Responsible for management of human resource related issues, such as performance management, absence management, disciplinary management*Lending mandate, key decision maker for complex/referred cases*Project involvement/workstream leader on business process design projects/system developments/new initiatives*Responsible for ensuring best practice, management of service levels, and working within financial regulations*Regular liaison with senior management and Executive in order to progress strategic initiatives

Gb