Having completed 40 years and 8 months work I have decided to take an indefinite break. My time will be filled by gardening, travel, hobbies and related volunteering, especially RSPB and Somerset Wildlife Trust.

European wholesale digital transformation.Short-term contract to support IT requirements and delivery of online banking self-serve capability.Commercialisation of existing European markets digital self-serve capability.

Led the digitisation, design and deployment of end-to-end customer self-serve journeys globally via HSBCnet online banking channel for Commercial and Corporate customers. Aligning delivery across IT, local markets & coordinating risk steward engagement & approval.- Led the design & delivery of 150+ customer end-to-end digital self-serve service requests utilising Adobe eSign solution across 20 countries.- Coordinated global planning across; 3 IT teams spanning two programmes, 20… Show more Led the digitisation, design and deployment of end-to-end customer self-serve journeys globally via HSBCnet online banking channel for Commercial and Corporate customers. Aligning delivery across IT, local markets & coordinating risk steward engagement & approval.- Led the design & delivery of 150+ customer end-to-end digital self-serve service requests utilising Adobe eSign solution across 20 countries.- Coordinated global planning across; 3 IT teams spanning two programmes, 20 local markets and 2 design agencies to ensure efficient delivery.- Defined MI requirements, including in-moment surveys.- Managed monthly IT release, commercialisation and communications plans.- Led market engagements to support local journey design and approval. - Led global risk steward engagements, risk assessment reviews and related approvals.- Managed and documented project RAIDS and completed weekly Exec updates via Clarity reporting tool. Show less

- Led the business analysis across the Secured Products work stream for a major multi-brand regulatory redress programme across both Retail and Commercial banking.- Designed and delivered customer centric Operational Process Flows & Procedures for Redress covering on and offshore teams (c. 250+ FTE). Including Inbound & Outbound Telephony, Exception Scenarios, Admin and Payments Procedures to deliver high quality Retail & Commercial Customer interactions.- Reviewed, amended and… Show more - Led the business analysis across the Secured Products work stream for a major multi-brand regulatory redress programme across both Retail and Commercial banking.- Designed and delivered customer centric Operational Process Flows & Procedures for Redress covering on and offshore teams (c. 250+ FTE). Including Inbound & Outbound Telephony, Exception Scenarios, Admin and Payments Procedures to deliver high quality Retail & Commercial Customer interactions.- Reviewed, amended and streamlined Operational Processes and Procedures to enable migration to Offshore Team- Delivered Telephony FAQs & Guidance for all redress work streams and maintained through the programme lifecycle. Show less

Strategic business consultant offering change management, project management, business analysis, digital KYC & operational implementation services to large businesses.

Holiday followed by researching & applying for new roles, undertaking new role on-boarding process.

Designed and deployed the Global Operating Model & Strategy, developed Regional Change teams and advised Senior Management. Improved operational efficiency, production management, quality and the customer & user experience globally, through skilled alignment of local regulation and the Global Model. Responsible for the efficient implementation and optimisation of end to end KYC operational performance across HSBC Commercial Banking globally. - Conducted global visits to engage with… Show more Designed and deployed the Global Operating Model & Strategy, developed Regional Change teams and advised Senior Management. Improved operational efficiency, production management, quality and the customer & user experience globally, through skilled alignment of local regulation and the Global Model. Responsible for the efficient implementation and optimisation of end to end KYC operational performance across HSBC Commercial Banking globally. - Conducted global visits to engage with country teams and senior stakeholders, to improve local practices and redesign the end-to-end process & aligned procedures.- Designed country specific customer contact strategies to improve customer engagement, from 22% to 97%, ensuring early and successful submissions.- Deployed a new offshore target operating model (TOM) for internal sites & outsourced clients, to improve efficiency and reduce costs.- Delivered a 67.5% reduction in Unit Processing Times through re-engineered the end to end process and improving the customer facing data capture design.- Delivered a 60% reduction in cost of KYC QC costs through preparation & presentation through global governance of a paper recommending implementing a risk based sample approach.- Designed & delivered GLB MI to support digital programme covering Customer Feedback, Performance, Production Management, Sample Based QC and Production SLAs. Show less

Providing Business SME leadership for all aspects of the Global Commercial Banking implementation of the Global Standards KYC programme which will enable HSBC to adopt and enforce the highest and most effective financial crime compliance and behavioural standards. Providing SME leadership for design and delivery of Online KYC Customer Data Capture tools, Regulatory Programme Implementation, Onshore / Offshore Production Management, Customer Journey design & delivery and development of KYC &… Show more Providing Business SME leadership for all aspects of the Global Commercial Banking implementation of the Global Standards KYC programme which will enable HSBC to adopt and enforce the highest and most effective financial crime compliance and behavioural standards. Providing SME leadership for design and delivery of Online KYC Customer Data Capture tools, Regulatory Programme Implementation, Onshore / Offshore Production Management, Customer Journey design & delivery and development of KYC & Production Management MI reporting across all channels.- Design & implementation of Online KYC data capture solution across different countries & commercial customer types- Developed detailed IT requirements both functional and non-functional and customer facing data capture form design to meet global & local regulations- Developed aligned communications through various channels throughout the end to end customer journey to maximise engagement- Operationalised a scalable solution for Global On/Offshore resources in Regional Operations and Outreach 'Hubs' - Deliver operational efficiencies of c.50% within 6 months of initial implementation through both on and offshore direct onsite engagements- Identified and operationalised technology, process and procedural improvements to bring additional FTE savings- Delivered GLB MI and reporting to support operations production management- Facilitate production management On/Offshore teams across multiple Global sites to ensure SLA, Quality & Volume targets met Show less

Directed all aspects of the UK digital programme from design, to deployment and led all aspects of global operational leadership. Assured global compliance and elevated customer experience whilst reducing the cost of remediation by 84%. Providing Business SME leadership for all aspects of the UK Commercial Banking design and delivery of Online KYC Customer Data Capture tools, Regulatory Programme Implementation, Onshore / Offshore Production Management, Customer Journey design & delivery and… Show more Directed all aspects of the UK digital programme from design, to deployment and led all aspects of global operational leadership. Assured global compliance and elevated customer experience whilst reducing the cost of remediation by 84%. Providing Business SME leadership for all aspects of the UK Commercial Banking design and delivery of Online KYC Customer Data Capture tools, Regulatory Programme Implementation, Onshore / Offshore Production Management, Customer Journey design & delivery and development of KYC & Production Management MI reporting across all channels.- Design & deployment of 3 major IT releases, new operating model, innovative technologies and mobilised a global operation of c.350 FTE, delivering against all timelines and exceeding expectations.- Developed and led all aspects of operational management, achieving exceptional production and quality results; QC 97%, QA 98,6%, Themed Risk review 100% and Remediation audit assessed as Green.- Implemented a continuous improvement culture, across a cohesive On and Off shore operation evidencing best in class results; response rates improved by 400% and avge. repairs per case reduced from 7.0 to 0.4. - Designed and deployed new customer contact strategies, through a variety of channels to improve the customer experience, with complaints to reviews ratio at just 0.04%. - Design & implementation of Online KYC data capture solution capable of delivering 20,000 monthly KYC completions across different commercial customer types- Developed detailed IT requirements both functional and non-functional and customer facing data capture form design and associated comms- Delivered operational efficiencies of c.45% within 6 months of initial implementation through both on and offshore direct onsite engagements- Delivered GLB MI and reporting to support production management and regulatory tracking- Daily production management of 325 FTE Offshore teams across 3 sites to ensure SLA, Quality & Volume targets met Show less

Change management for an enterprise wide strategic risk infrastructure implementation.

HSBC Commercial Banking is one of the largest international banks supporting a wide range of businesses globally through the provision of specialist services such as Global Trade and Receivable Finance, Payments and Cash Management, Global Capital Finance and Insurance and Investments. The Global Standards Programme was formed to enable HSBC to adopt and enforce the highest and most effective compliance and behavioural standards across the Group in an integrated way at a global, regional and… Show more HSBC Commercial Banking is one of the largest international banks supporting a wide range of businesses globally through the provision of specialist services such as Global Trade and Receivable Finance, Payments and Cash Management, Global Capital Finance and Insurance and Investments. The Global Standards Programme was formed to enable HSBC to adopt and enforce the highest and most effective compliance and behavioural standards across the Group in an integrated way at a global, regional and in-country level.Leading the global customer work stream and developed and delivered channel solutions for data capture across digital channels. Show less

Accountable for defining and managing the SME Customer Strategy across the LBG brands and tracking against key Customer KPIs. Delivering acquisition, retention, service and channel strategies across the different SME segments. Responsible for the development and management of SME segmentation strategy, design and ongoing development.

Responsible for leading the Customer Strategy for SME and developing and embedding the SME Customer Experience strategy across the Group SME businesses. Other responsibilities include developing and embedding new SME Customer Experience KPIs.

Responsible for rolling out various Workstreams to deliver the BBA Business Finance Taskforce recommendations in both Corporate Banking & SME. Continue to lead Government Reporting Communication and other Marketing & Regulatory projects across Corporate Banking.

Responsible for developing and delivering:Customer PropositionsMarket ResearchMarket InsightGovernment Reporting Communicationswithin the Corporate banking environment.

Developing the Corporate market Research and Insight function as well as being responsible for Marcomms strategy development and planned delivery of marketing activities to target customers in the UK Corporate Market.