26 years’ experience working for The Royal Bank of Scotland and more recently spent the last 3 years working as a Business Continuity Analyst working in the Service Delivery & Operational Resilience Team. Previous to that worked as Business Continuity Support Manager for Williams & Glyn. Previous to that in a Controls and Risk Analyst role part of an operations and risk function and the previous 5 years as a Team Manager in a Retail Telephony Centre managing a team of 15. Passionate and driven in helping organisations and colleagues and customers strive to deliver on goals. Successfully run charity days promoting this through various different channels to gain support. Over the last 5 year I have raised over £15k for a hospiceI am passionate about ensuring my customers experience the best possible service in the Customer Service industry. I pride myself on being approachable, friendly and knowledgeable which has been a key ingredient to achieving outstanding results in my career. I also have a keen eye for detail which has been a key strength in the delivery of quality service. I am also passionate about creating life long customer relationships with clients by ensuring their financial needs are met first and foremost and helping them realise their financial goals. This ensures that these are achieved at all times.Transferable Skills ACBCI recognised industry qualificationDetermine to LeadPolicy and learning Attention to detail when delivering a piece of work Excellent communication Skills when demonstrating and delivering training or awareness session Building relationships is key and I am able to connect and have great conversations with various stakeholders in various roles. Technical Skills, knowledge of Microsoft office, word excel, PowerPoint, use of Teams, office communicator. Understand complex problems and/or identify alternatives where established procedures may not exist.Practical and hands on experience in project management and implementation. Successfully rolled out the Wyse box installation across 500 desks.
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Resilience Assurance ManagerMycsp Ltd Sep 2022 - Dec 2023Liverpool, England, United KingdomWorking to transfer existing BC Plans from a Platform Meridian to a more automated robust platform called LogicGate.Managed and facilitated scenario exercises and walkthroughs for clients ensuring the business units had a fit for purpose solution and remained compliant giving comfort to clients that we had robust plans in place to recover. Mentor and support colleagues to upskill them in the framework of the business continuity.Planning and preparing and working with the external auditors for visits for recertification of certificates in ISO standards to ensure the business remained accredited in certification of 9001,27001,22301 managing any none conformities and close down any open risk highlighted from the visit.Stakeholder engagement.Working to set deadlines to ensure compliance remained in governance -
Business Resilience ManagerCapita Nov 2021 - Jul 2022Supported in the development and implementation business resilience programme over the division and onboarding clients to the new business continuity tool C2 in order to simplify and automate business impact analysis plans and BCP Plans.Managed and facilitated scenario exercises and walkthroughs for clients ensuring the business units had a fit for purpose solution and remained Compliance. Manging of reporting, senior stakeholder management, detailed data analysis and accurate record keeping, risk identification and continuous improvement work. Proactively managed education and awareness ensuing operational teams were proficient in implementing the business continuity plans and ensuring all parties were clear on their business resilience roles and responsibilities. -
Business Resilience ManagerNatwest Group Jul 2017 - Oct 2021Relationship Management - Established excellent working relationship with the Personal Banking estate, supporting them through any changes with sessions on business continuity planning and Stakeholder engagement - Monthly Business Continuity forums engaging with representatives and senior leaders on a month basis to discuss compliance and communications sent out, were any risk are identified within the business appropriate escalations are progressed. Member of the Business Continuity team for PB, providing Front Line Teams with an efficient and professional service together with practical advice on matters relating to the Business Continuity and Information Technology Continuity Frameworks, always ensuring that risk to the bank is mitigated.Prepared the Compliance Reports for PB. Work to specific rules, policies, and directives, ensuing PB units remain in Governance and in line with policy frameworks.Prepare the assurance schedule, and plan reviews on PB business units in order to ensure that Business Continuity plans are fit for purpose and regularly reviewed and exercised in order to ensure an uninterrupted service for our customers. Support and work with front line teams and key stakeholders to provide continued customer service.Prepared and analysed monthly reports and 3 month Forecast Figures to identify any weak areas to the frontline and work with the businesses to resolve any issues.Delivered ClearView Continuity and Notify training sessions – including delivering over 30 Skype for Business sessions to over 100 individuals. Provided continued support to ClearView users which include administrative requests. -
Business Continuity Support Manager, Business Resilience Williams & GlynNatwest Group Oct 2015 - Jan 2017Member of the Business Resilience team for W&G, providing the businesses with an efficient and professional service together with practical advice on matters relating to the Business Continuity, always ensuring that risk to the bank is mitigated.Prepared the Compliance Reports for W&G. Work to specific rules, policies, and directives, ensuring W&G remain in Governance and in line with policy frameworks.Conduct Assurance reviews on W&G business units in order to ensure that Business Continuity plans are fit for purpose and regularly reviewed and exercised in order to ensure an uninterrupted service for our customers. Support the business and key stakeholders with coaching and training, and feedback to provide continued customer service.
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Controls And Risk AnalysisNatwest Group Sep 2005 - Sep 2015Successfully deliver high quality specialist knowledge in the area of business continuity planning and ensure staff awareness of what is required in the event of a contingency situation. Work with Key Internal and External Customers to develop a risk based methodology that produces a fully effective business continuity plan that encompasses all aspects of the Campus. Co-ordinate and deliver fully tested plans to ensure effectiveness, of the main 3 components Alternative Arrangements, Scenarios Exercise and Call Out Cascade. Plans are continuously developed and improved upon were changes or new processes have been delivered to the business. Resolve complex problems and/or identify alternatives where established procedures may not exist.I work closely with campus management to understand the main risks arising in the relevant areas of responsibility and how to mitigate them and to ensure escalation where unable to comply. Fortnightly risk meetings with the management team to discuss risk actions and areas of concern, supporting the team in meetings.
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Team Manager - Liverpool Retail Customer Service CentreNatwest Group Sep 2000 - Sep 2005Managed a team of 15 staff overseeing their appraisals and development Coach and developed reportee’s to meet their objectives, improve performance, whilst measuring outcomes, development of the team through PEF’s (performance framework), PDP’s(personal development plans) and regular 1-2-1’s.I developed and maintained excellent working relationship with internal and external partner’s, liaising with branches and customer service centre’s on a regular basis.Delivered business success by ensuring team achieved individual monthly 6% sales target by matching products to suit customer needs (mortgages, loans, insurances and savings accounts) which adheres to the TCF policyCovered for the Customer Service Manager during periods of absence.
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Customer Service Advisor - Liverpool Customer Telephone CentreNatwest Group Dec 1997 - Sep 2000
Claire Ingham Education Details
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Saint Mary'S College Wallasey
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Claire Ingham attended Saint Mary's College Wallasey.
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