• Co-ordinate and deliver the production of Payments Risk Profile Report for submission to the relevant Group Operations risk forums & committees.• Working collaboratively with key stakeholders to ensure that all Payments and Operational risks that arise through various measures, including change programmes and industry/scheme initiatives are identified and assessed.• Design, build and facilitate various data reporting packs, dashboards and analysis tools, ensuring timely… Show more • Co-ordinate and deliver the production of Payments Risk Profile Report for submission to the relevant Group Operations risk forums & committees.• Working collaboratively with key stakeholders to ensure that all Payments and Operational risks that arise through various measures, including change programmes and industry/scheme initiatives are identified and assessed.• Design, build and facilitate various data reporting packs, dashboards and analysis tools, ensuring timely completion.• Lead, facilitate and provide feedback on the completion of Risk and Control Self Assessments (RCSA) across Payments services, ensuring risks are identified, understood and acted upon.• Attend all relevant Payments Services monthly workshops, including Service reviews and IT Service reviews, providing a Risk update and expertise where required.• Work collaboratively with Head of Payments Processing and Business Risk Managers within Customer Service & Operations to ensure a consistent approach is taken across all of Payments when reporting Incidents.• Log, review and report on all Payments incidents, providing feedback on quality where necessary to both Risk owners and Senior Management.• Attend and provide risk expertise within Post Incident Reviews (PIR) and ensure all actions agreed are managed to completion throughout the Incident lifecycle.• Review all Terms of Reference (ToR) on an annual basis to ensure information held is still relevant and up to date.• Monthly face to face catch-up meetings with all key stakeholders, to gain an oversight of current working positions.• Protecting our customer and driving the right customer outcomes is at the heart of everything I do. Show less

• Support the change, streamlining and delivery of Sales Policy, Process & Checklists within the Retail Branch Network (RBN) and Telephone Channels.• Complete Sales Frameworks, where applicable, for any changes to the Sales Policy, Process and Checklist, liaising with key stakeholders to ensure all information is correct, from risk workshop through to final endorsement.• Provide Quality Assurance checks on all Sales Frameworks completed within Distribution Change, providing feedback on… Show more • Support the change, streamlining and delivery of Sales Policy, Process & Checklists within the Retail Branch Network (RBN) and Telephone Channels.• Complete Sales Frameworks, where applicable, for any changes to the Sales Policy, Process and Checklist, liaising with key stakeholders to ensure all information is correct, from risk workshop through to final endorsement.• Provide Quality Assurance checks on all Sales Frameworks completed within Distribution Change, providing feedback on quality where necessary.• Complete weekly and monthly Sales Framework Reports, providing updates to necessary stakeholders.• Monthly catch-up meetings with all key stakeholders, to gain an oversight of current working positions.• Managing improvement projects, including the Mortgage Hub, making sure all aspects of the project are met and relevant stakeholders’ are kept up to date with current working position through communications and workshops.• Providing consultancy on ad-hoc tasks, including recommendations for improvement.• Maintaining the Distribution Change – Sales Policy & Process mailboxes to make sure content is managed and responded to within the agreed Service Level Agreements (SLA).• Respond to Branch Voice queries across Mortgages and General Insurance within agreed SLA.• Protecting our customer and driving the right customer outcomes is at the heart of everything I do. Show less

• Responsible for the review and Management Information (MI) trend analysis of all incidents reported by the Retail Branch Network. Ensuring awareness of the MI and known trends are communicated to all key stakeholders up to DD level.• Provide Risk Consultation to Distribution Operations on High Level Projects, establishing and building key relationships.• Working collaboratively with Distribution Operations to facilitate the timely completion of high quality Risk Control Assessments’… Show more • Responsible for the review and Management Information (MI) trend analysis of all incidents reported by the Retail Branch Network. Ensuring awareness of the MI and known trends are communicated to all key stakeholders up to DD level.• Provide Risk Consultation to Distribution Operations on High Level Projects, establishing and building key relationships.• Working collaboratively with Distribution Operations to facilitate the timely completion of high quality Risk Control Assessments’ (RCA) for projects, initiatives and changes.• Perform high quality post launch reviews (frequency determined by risk rating) of Sales Framework Activities to ensure that all controls agreed ‘pre-launch’ is operating effectively and as intended.• Supporting the Money Laundering Prevention Officer (MLPO) with the monthly review and analysis of Know Your Customer checks on the RBN and Regional Brands, ensuring ongoing compliance and providing feedback where necessary to meet the required standards.• Consultation with stakeholders across the business to ensure actions identified via oversight reports (GIA, SID, and Compliance) are being addressed and managed within the agreed SLA, whilst providing up to date reports on the status of actions points to the Distribution Operations Management Team and Divisional Directors.• Monthly catch-up meetings with all key stakeholders, to gain an oversight of current working position.• Supporting the Operational Risk Officers with the production and delivery of Risk Profile Reports across Central Distribution, including RBN and Financial Solutions, to Divisional Directors, while attending monthly meetings to update the reporting process and offering recommendations for improvements.• Providing Root Cause Analysis on poorly performing risks, whilst providing status updates and insight on how they are progressing and areas for improvement.• Protecting our customer and driving the right customer outcomes is at the heart of everything I do. Show less

• Responsible for scheduling over 1000 Consultants across our 4 different call sites and producing individuals schedules to make sure we have the correct resource levels, and making Managers and Senior Managers aware of any call hot spots that are showing.• Scheduling the above consultants breaks and lunches, as well as off phone activity on the Blue Pumpkin system Forecasting & Scheduling.• Liaising with Senior Managers, recommending and presenting call schedules, and consulting with… Show more • Responsible for scheduling over 1000 Consultants across our 4 different call sites and producing individuals schedules to make sure we have the correct resource levels, and making Managers and Senior Managers aware of any call hot spots that are showing.• Scheduling the above consultants breaks and lunches, as well as off phone activity on the Blue Pumpkin system Forecasting & Scheduling.• Liaising with Senior Managers, recommending and presenting call schedules, and consulting with them regarding any changes that need to be made to help the business going forward.• Maintaining all Resource Analyst mailboxes to make sure the content is within SLA.• Updating Consultant access for all the systems that we use on the Impact 360 system Time off Manager.• Keying all the new inductions that we receive onto our systems and manipulating their hours to suit the business needs.• Training and Consulting with all New Starter groups across all 4 sites to make them aware of the systems that they will be using with regards to their schedules.• Amending consultant skill sets to make sure they are taking the correct calls using Cisco Admin Work Station, and making the necessary Managers and Senior Managers aware of all changes that have been made.• Analysing call data to make sure adequate Service Level targets are hit, and consulting with the necessary members of staff to plan resource to combat any hot spots that do occur.• Providing high level weekly reports to Senior Management Team off the back of analysis completed, including recommendations for improvement.• Tracking the Consultant’s adherence to make sure they are not taking any unnecessary time off the phones during busy periods using the Impact 360 system Time off Manager.• Delivering the PRIDE behaviours in all the work I undertake. Show less