Christopher Ward Email & Phone Number

Melbourne, Australia

We educate and empower clients to make better informed property, mortgage and money decisions to help create their ideal lifestyle. We take a unique approach to developing the right mortgage strategy for our clients, understanding that their mortgage strategy provides the foundation to grow clients wealth, manage their risk and achieve their ideal lifestyle. We unpack clients existing money goals and what they want their future cash flow to look like post their next property decision - This underpins our strategy to clients

Melbourne, Australia

Worked with clients helping them get the right structured loans to help them achieve both their short and long term financial and property goals.Conducted a large number of fact finding interviews with clients to understand their goals and objectives and educated clients on how their mortgage strategy can help them achieve this.Responsible for the entire end to end process of a loan - From the initial fact find meeting, to compliance, to following up with clients post settlement, to ensure all their banking etc. is correctly set up and provided timely updates to clients.Ensured all compliance records were 100% up to date.Built up a strong network of key contacts ranging from Business Development Managers, to accountants and real estate agents. Regularly attended a business development days, lender training days ensuring that I am 100% up to date with policy / lender changes and understanding the impact of these changes on clients.

Melbourne, Australia

Responsible for reviewing client’s needs and future goals and working with the clients to agree a loan strategy to match those needs, both short and long termPart of the team responsible for settling in excess of $12m of loans per months whilst delivering a great client experience. Responsible for managing the end to end process with the clients (initial strategy meeting through to post settlement checks)Continued to build on my strong knowledge of self-employed financials and continued to focus on a one touch process from submission through to approval with the banks ensuring a great client experienceBuilt up strong relationships and rapport with a professional client base (specialist doctors) due to regular communication, ensuring the clients were 100% up to date throughout the loan process. Delivering on promises and expectationsImplemented a number of process improvements to ensure a smarter working environment and an enhanced customer journey (Intro emails, post settlement checks etc.)Attended regular personal development days to ensure I was 100% up to date with current product knowledge, legislation and bank processes

Melbourne, Australia

Continually settled in excess of $20m worth of loans per month and being part of the team that were voted number one non franchised mortgage broker of the year. As a team settling over $40m of loans per monthActed as the subject matter expert and first point of contact for all issues involving complex financials, trusts, SMSF, lender credit policyCoached and developed other team members to improve overall customer experience and process efficiency’sBuilt key relationships with internal and external stakeholders (clients to business relationship managers with banks etc.)Continuously reviewed weekly and monthly targets for loan settlements to ensure team is on track to deliver targets and KPI’sResponsible for managing clients through the end to end process of a loan – From confirming the loan structure and strategy with a client to post settlement, ensuring clients are 100% clear on their loan set up and banking.Excellent knowledge of credit and lending policy which meant a large % of submitted loan deals to the bank went through first time – Ensuring a ‘one touch’ process delivering excellent service to both clients and the bankRegularly attended educational workshops, bank conferences, regular catch up with key stakeholders to ensure up to date with all policy and compliance records

London, United Kingdom

Designed and implemented a robust risk oversight template for third party outsourcing providers for Retail Products. This oversight model was implemented for the outsourced company (HPES), a contract worth £20 million per year. This ensured the 3rd party outsourcing operated within Lloyds Banking Group’s risk appetiteMonthly tracking of Conduct Risk Reporting Metrics (CRAMS) in both Loans & Credit Cards focusing on customer risks, sales performance, rewards & incentive and customer outcomes. The CRAM allows Lloyds Banking Group (LBG) to track performance against Conduct Risk Appetite, identifying trends and taking any remedial action where appropriateFacilitated and successfully delivered the submission of the Loans quarterly revalidation exercise for all risks loaded onto Lloyds Operational Risk System (ORS), to meet the Groups minimum standards (What the Risk is, What the Cause is & What the Impact is)Monitored and tracked all Loans audit & assurance review actions to resolution, working with key stakeholders across the business and challenging responses to ensure they meet the requirement of the 2nd line of defence (if applicable)Undertook and managed risk reviews and where appropriate, due diligence reviews, managing relationships to provide assurance that the business is managing risk effectiveTracked and reported all Customer Treatment Actions for Retail Products, ensuring deadlines are met and sufficient evidence is obtained and recorded to satisfy both external regulators and Lloyds Banking Group policy. Also worked with the business to provide support and guidance on the Treating Customers Fairly Policy. Conducted a review of Retail Products (Credit Cards, Mortgages, Current Account & Loans) Customer Terms & Conditions, ensuring that these complied with the Group’s ‘Customer Treatment Standards’ - highlighting inconsistencies with the standard and worked with key stakeholders to develop appropriate remedial action plans

London, United Kingdom

Led the co-ordination of the 2010 and 2011 Loans Control Self Assessment (CSA) Submission. Assessment completed to deadline and a new quarterly tracking process implemented for all controls, ensuring that they have been effectively tested, with any control weaknesses identified and remedial action plans in place. Worked with key stakeholders within Loans / Operational Risk Team and HPES to ensure risks are kept up to date and controls are adequately reviewed / tested.

St Albans, United Kingdom

Led the mitigation activity of a key Operational Risk on Missing Loan Agreements reducing the missing volumes from 25% to 5% within a 3 period and to within risk appetite set by the business.Mapped the Proof of Income Process for the Retail Network Transformation to identify and resolve key control failures and policy non compliance resulting in a 50% compliance upturn within 4 monthsDesigned and delivered training to the whole of Personal Loans (100 staff including junior staff to senior executives) for key business projects including both Risk Based Pricing and the removal of Payment Protection Insurance (PPI). These projects were the largest strategic change in Loans history in Nationwide