I engage with multiple areas of the platform such as new product development (i.e. instalment cards). I regularly liaise with the senior leadership teams to ensure that our objectives are on track, building strong relationships quickly to gain their support and trust whilst developing an open environment. I have developed several skills including providing robust challenge to Business Lead, flagging issues and managing multiple high-profile external stakeholders (i.e. Visa, Fiserv, etc.). I regularly create inputs for Credit Cards Director and Consumer Lending CEO, having also supported in the creation of board packs such as, MBNA (Credit Cards) and LBCM (Markets) boards. I provide additional oversight to the Business Lead in managing funding whilst working with colleagues to enhance the control framework and minimise bureaucracy.

On a secondment as a Business Support Manager in the Market’s Platform. I regularly liaised with the senior leadership team to ensure that our objectives are on track, supported the two platform leads (tech and business) to ensure their day-to-day responsibilities are fulfilled and maintain various compliance to Group and statutory requirements. I created the Colleague Survey Communication for the Markets’ platform and channelled the tone of each lead to improve engagement.

Managing issues and risks at programme level, I also monitored CMT Compliance and RAID Management. I managed the overall plan for the Thread Programme and collated multiple packs, including Titan and Thread Steering Groups. I managed multiple stakeholders to create various inputs for Steering Groups, such as plans, risks & issues, exec summary, status reports and ad-hoc requests. I was responsible for several workstreams of business stakeholders relating to the purchase of HSDL. I monitored actions for several committees and assisted the Programme Director with his open actions to ensure his responsibilities were met. I collaborated with colleagues to organise activities to improve engagement. I was also responsible for the general team maintenance and assisted with recruitment.

I had responsibility for a team of around 17 people, I interacted actively with colleagues and management to increase colleague engagement across the team. I addressed multiple issues surrounding recruitment, cross—training, creating a culture of innovation, absence, people management, workload management and understand the regulatory processes within the team.

Working as a manager within the Stockbroking Financial Crime Team, I had responsibility for managing a team of around 6 people. My role encompassed all aspects of people management from recruitment through to wellbeing, development and motivation. I was also the fraud technical specialist within this role providing advice, coaching, QA/QC, feedback and training. Working with victims of fraud and adapting to engage with various levels of vulnerabilities.

Previously supporting the Financial Crime team since January 2017 I officially started in December, I have gained various skills including working transaction monitoring alerts, processing and investigation of CIFAS applications and working AML (Anti-Money Laundering) documentation. Liaising with external parties and banks when conducting customer reviews. I have worked alongside my manager to provide support to the team, assisting with case and AML sampling, providing regular feedback to colleagues. I am the department’s GDPR (General Data Protection Regulation) representative, problem solving where necessary to ensure full compliance to the regulation coming into force on the 25th of May 2018. I am the department lead in working collaboratively with other departments in Stockbroking to reduce contact from the call centre team aiming to provide a better customer journey.

I recently joined the RAFT Post Application Fraud team in April, I have built on various decision making skills developed whilst working in Financial Crime. I have built on my previous experience of conducting account reviews, AML and using external databases such as CIFAS, Keesings, Experian, etc. I have greater confidence in effective questioning of customer's and working with colleagues to identify trends and new MO's.

Working within the Call Centre department gaining in depth knowledge of compliance and risk procedures, ensuring the safety of customer and business information by adhering to the required high levels of security set forth by the FCA, making sure all data protection was kept at all times, working on my own most of the time, but seeking advice from others if and when needed. I have further developed my customer service skills, including handling customer complaints within LBG’s complaints procedure.

Worked on PPI Reviews, Manual Chain Build (Cohort Sizing), Redress and Manual Chain Build.I was contacting customers to ascertain information surrounding their complaint. Making decisions based on information gathered from internal LBG systems and the customer. Use of complex Excel and various financial systems containing protected customer data. Using a calculator program to process payments for customers making sure it was correct first time and putting the customer first.

Problem-solving and fast paced decision making.Ability to work well as part of a team and as a confident team leader.Organisation of outside companies that the farm worked with.

Customer ServiceOpening and closing the store.Cashing up, accepting deliveries, cash collection, staff management, general day-to-day running (unloading stock, merchandising, complaints)