Managing the execution of product launches for Mortgages, provide changes to the bank base rate, liaise with the change department and ensure our products are competitive and up to date.

Managed First Line Quality Assurance, Settlements and Telephony. Leading headcounts over several work streams, Telephony, Payments, Quality assurance and Admin, ensuring all KPIS are met while also ensuring all audits and risk are resolved, ensuring calculations and redress paid within timescales

Identifying Quality and outcome issues within telephony, payments and customers complaints.

Handling complex PPI, CPI, OPI and DMU cases and processing and completing redress for customers and working with Excel calculations and formulas.

Solving a number of customer problems from simple to complex, coaching and developing team members and identyfiying where the business can improve.