Responsible for leading and supporting the Virtual Service Contact Centre to drive and improve our commitment to delivering high quality service and deepen customer relationships. Leading a team of 100+ FTE, servicing customers across various skills streams.

Responsible for managing daily operations of 2 CBD Branches with a diverse team individuals, encompassing Home Finance, Personal Banking, Financial Planning and Retail Banking Services.Providing inspirational leadership in order to foster a culture of superior service provision at every interaction, in order to accomodate our customers needs across our comprehensive product suite.Key Responsibilties: Managing Customer Experience - Engaging with NPS system, Facilitating transparent customer feedback pathways, Conduction of ‘live’ observations of customer interactionsMeeting Customer Needs - Promoting an environment where Customer Comes First, Advocate an ethos of ‘curiosity’ to uncover all of our customers needs, Developing a team that aspires to acknowledge the uniqueness of every customers requirementsManaging Risk - Lead by example by demonstrating strict adherence to Business Risk Controls, Ensure that all team members are fully informed and aware of policy changes, Be a champion for maintaining a culture of consistently compliant practiceEmployee Engagement - Strive to maintain a ‘one team’ culture and mentality, Provide transparent and engaging leadership to encourage feedback, Actively engage with my team to foster positive and engaging relationships

Responsible for managing daily operations of CBD Branch with a diverse team of 10 individuals, encompassing Home Finance, Personal Banking, Financial Planning and Retail Banking Services.Providing inspirational leadership in order to foster a culture of superior service provision at every interaction, in order to accomodate our customers needs across our comprehensive product suite.Key Responsibilties: Managing Customer Experience - Engaging with NPS system, Facilitating transparent customer feedback pathways, Conduction of ‘live’ observations of customer interactionsMeeting Customer Needs - Promoting an environment where Customer Comes First, Advocate an ethos of ‘curiosity’ to uncover all of our customers needs, Developing a team that aspires to acknowledge the uniqueness of every customers requirementsManaging Risk - Lead by example by demonstrating strict adherence to Business Risk Controls, Ensure that all team members are fully informed and aware of policy changes, Be a champion for maintaining a culture of consistently compliant practiceEmployee Engagement - Strive to maintain a ‘one team’ culture and mentality, Provide transparent and engaging leadership to encourage feedback, Actively engage with my team to foster positive and engaging relationships

Responsible for managing the daily operations of two sites, encompassing a team of 11 banking professionals.

Responsible for managing a diverse team of banking professionals, encompassing Personal Banking and Retail Banking Services.Providing inspirational leadership in order to foster a culture of superior service provision at every interaction, in order to accomodate our customers needs across our comprehensive product suite.Key Responsibilties: Managing Customer Experience - Engaging with NPS system, Facilitating transparent customer feedback pathways, Conduction of ‘live’ observations of customer interactionsMeeting Customer Needs - Promoting an environment where Customer Comes First, Advocate an ethos of ‘curiosity’ to uncover all of our customers needs, Developing a team that aspires to acknowledge the uniqueness of every customers requirementsManaging Risk - Lead by example by demonstrating strict adherence to Business Risk Controls, Ensure that all team members are fully informed and aware of policy changes, Be a champion for maintaining a culture of consistently compliant practiceEmployee Engagement - Strive to maintain a ‘one team’ culture and mentality, Provide transparent and engaging leadership to encourage feedback, Actively engage with my team to foster positive and engaging relationships

Lloyd’s Banking Group at Atlantic Quay employs approx. 900 telephony and operations team members.I managed a team of Personal Banking Specialists, servicing personal loans, credit cards and personal overdrafts.Providing leadership, support and coaching to achieve Regional Sales Plan expectations.As the Risk and Compliance Department Lead, I worked closely with the Regional Regulatory Compliance Team to ensure consistent delivery of key messages and training.As the Customer Treatment Standards Regional Lead, I was responsible for ensuring that we fostered a ‘customer centred’ approach.

Working as part of the Senior Management Team, I was responding for the operational management of the New Business Lending Department.Providing leadership to a team of banking professionals - 7 Lending Managers and 60 Personal Banking Specialists.

Managing a team of Personal Savings Consultants, I provided support and coaching to ensure that Regional Targets were met with regards to personal savings investments.Specific KPI’s include: · Delivering Results o Managing Risk and Compliance Department requirements o Managing team performance in line with Regional Sales Plano Managing call adherence and telephone behaviours o Effective utilisation of EWFM – E Work Force Management System · Planning and Organising · Delivering change and improvement · Absence Management and Recording