Working within the wider Insurance UK COO team (with the responsibility of two FTE from MAR22), key achievements/responsibilities include:- The overhaul of Insurance UK’s Non-Financial Risk (NFR) management/oversight process, in turn ensuring that Risk & Control Assessments (RCAs) across the company risk taxonomy remain up to date/are reviewed following qualifying trigger events, in line with the Global Risk Management Framework- Implementation of the revised Global Risk Management Framework, including the new Risk Taxonomy and associated Control Libraries through the associated Global implementation programme- Strong senior stakeholder management with both Local & Group Second Line and Third Line Risk, Legal, Regulatory Compliance and Internal Audit functions- Development, planning & ongoing management of Insurance UK’s Control monitoring framework and management of its subsequent migration to (and the ongoing oversight of) the current Continuous Monitoring methodology- Undertaking of Insurance UK’s non-Financial risk Scenario Analysis supporting the overarching ORSA activity.

Working within a small team responsible for the setting and ongoing maintenance & development of HSBC's & first direct's Life, Critical Illness & Income Cover propositions. Personal responsibilities included:- team lead for strategic platform developments cross-channel;- construction and management of the marketing customer contact strategy, as well coordinating the development of campaigns with several business areas in order to deliver AOP; and- ongoing governance of both legacy and on sale products to insure that propositions continue to deliver value to customers as well meet regulatory reporting requirements & maintain regulatory compliance.

Management lead for the Car Insurance proposition cross-brand (HSBC, first direct and M&S Bank); responsible for driving product performance and ongoing development through partner and third party supplier relationships. Examples of specific product propositions launched/developed and ongoing regulatory change & de-risking/simplification activities delivered included:- delivery of a new M&S Car insurance proposition, including new online and telephony on-boarding journeys, policy documentation and marketing strategy; - use of customer data & insight to develop targeted, value-add propositions at a customer level, such as for M&S cardholder offers;- recommendation & implementation of a variety of customer digital journey/experience enhancements, for example enabling customers online access to their policy documents, as well as the ability to make policy and payment changes;- mitigating risk by managing multiple regulatory/legislative change activities through to implementation, as well as the closure of products in line with brand strategy; and- management and upward reporting of key metrics to Senior & Executive management. Provided lead representation of the product set in internal and external Management Committee meetings with multiple key stakeholders.

An experienced team player responsible for delivering and enhancing Life and Protection propositions for HSBC UK customers. Examples of specific role activities undertaken include:- delivering innovative product enhancements, such as unique pricing and a ‘signature free’ application process for customer needs met via the telephone;- analysing MI to identify trends in stock, margins and case sizes in order to develop and implement promotional sales/campaigns and various retention initiatives within short timescales;- managing and influencing relationships between key business partners such as RBWM & Distribution, Legal and Compliance to negotiate the implementation of new products/product enhancements within both Retail and Commercial propositions, whilst adhering to internal governance procedures; and- working collaboratively with cross-brand (HSBC and M&S Bank) and external partners to implement product/sales process enhancements following customer feedback, in turn increasing customer protection needs met, persistency and ultimately overall customer experience.

Working collaboratively with the UK Service Management team to ensure that Global call centre capability was maximised to provide the best service possible to UK customers. Specific tasks included:- daily analysis and up line reporting of call centre performance MI;- identification of trends (both positive & negative) and provision of ideas to rectify issues/utilise best practice ideas to maximise performance across other call centre lines;- creation of specific call centre performance reports, detailing KPI trending, progress made & initiatives implemented/trialled since last review and recommendations of focus areas to further develop performance/where remedial action is required to rectify a performance issue; and- project support to deliver new Global call centres/call centre functionality.

Project Management Secondment- managed and delivered a project to increase the range of mortgage products available through the telephone channel, in turn generating a significant level of incremental value;- UK project lead for the migration of UK new mortgage business from HSBC International and offshore branch networks to HSBC UK in line with changing regulatory requirements; and- co-ordinating relationships with a variety of Business & Operational areas, as well as Marketing, IT, Legal and Direct & UK/International Compliance.UK Contact Centre Customer Call OperativeA senior member of the telephony team responsible for meeting customer needs through the use of a variety wealth protection products such as Life, Critical Illness and Income Protection, as well General Insurance and a wide range of Credit (secured and non-secured) and Banking products via the telephone and Internet channels.