Christopher Lade Email & Phone Number

Chippenham, GB

City Of Bristol, England, United Kingdom

Promoted to take accountability for customer outcomes and propositional development for the service, maintenance and repair division of RAC.

Bristol, England, United Kingdom

• Responsible for all products (customer, commercial and regulatory outcomes) within SMR division, as well as aligning and executing divisional product plan to the wider business strategy
• Took ownership of new subscription model product on launch, created product and go to market plan for 2023 and EOY exceeded customer feedback and sales volume targets
• Identify customer needs and commercial opportunities, work cross-functionally to build business cases and conduct both qualitative and quantitative customer research to validate propositions and markets
• Delivered insured warranty product MVP within 9 weeks to meet key strategic objective, with a test and learn approach to cost effectively enter new market and iteratively improve
• Tasked with developing RAC Mobile Mechanics proposition to improve customer experience and profitability in order to grow nationally – results expanded forecast and accelerated growth

• Responsible for innovating, delivering and managing change within the ‘Home Buying & Ownership’ division
• Tasked with engagement of senior stakeholders on project initiation, development, blockers and timelines
• Support the definition and development of epics, requirements and user stories to various working groups
• Work cross functionally with SMEs, Product Owners, Technology and Compliance to achieve outcomes
• Provided weekly report on market performance, competitor activity, commercial opportunities and recommendations

South England & Wales

• Took accountability of an underperforming and demotivated team of Mortgage Advisers for RBS across South England and Wales, including Central London
• Sales KPI increased from 25% to in excess of 100% W/M/Q objectives within 6 months
• Compliance KPI increased from 50% to 95% and T&C fails reduced to within tolerance within 12 months
• Connected mortgage team to retail and premier divisions, grew relationships and opened new sales channels

United Kingdom

• Accountable for customer relationships, productivity output and regulatory compliance
• Consistently exceeded productivity goals and recognised regionally / nationally for my success
• Since achieving ‘competence’ in 2016, I was one of few advisers to maintain a perfect compliance record
• Regional Director asked me to move to underperforming branch in region in 2017 and ended the year top for new lending
• Trained, coached and mentored new mortgage advisers in the business to competence

Barnwood & Bristol

• Responsible for the implementation of a new mortgage processing system within the intermediary channel
• Developed and tested requirements for new system that was launched for intermediary underwriting
• Upon launch, completed underwriting / processing of live applications to ensure successfully implemented
• Trained and coached staff on use of new system, supporting a successful launch
• Studied and completed CeMAP in my own time whilst in the role

Cheltenham

• Responsible for leading the creation of a QA process for inbound and outbound calls to support regulatory compliance for transition from FSA to FCA
• Tasked with creating a new QA process from the ground up; engaging senior leaders, risk, legal and oversight
• Managed the release and ongoing utilisation of the launched process to successful implementation
• Trained staff members to own and manage the created process and tools for ongoing use

Cheltenham

• Responsible for customer relationships, closed loop feedback and regulatory compliance
• Proposed and led a project that resulted in 125 saved business hours per year
• Trained & developed new / underperforming staff, recognised for my improvement of others at annual awards
• Exceeded all sales and service objectives consecutively each year, being number 1 in the business in 2013
• Led reporting & reviews of performance control in respect of organisational KPIs
• Green Champion for my business area; driving change for environmental impact & received a national award

Gloucester

During my time at DW I was working within the footwear department, evenings and weekends, whilst at school. I was there to provide an excellent customer journey whilst trying to increase profit by selling such things as insoles and shoe spray. Whilst working there, we broke the company record for products sold, with myself holding the leading figures.