David Calder Email & Phone Number

Glasgow, Gb

Responsible for customer demand planning and coordination of operations and performance delivery across 42 branches. Communicated strategic vision and facilitated change management, leveraging remote guidance to implement transformation initiatives. Orchestrated seamless collaboration among team members, cultivating an environment conducive to free flow of ideas and maximising synergies across a diverse team. Critical to this role is the use and application of data to validate good customer outcomes and compliance to internal policy and external regulatory frameworks. Developed and implemented thematic reviews to assess, test, understand and evidence good customer outcomes taking decisive action to close any gaps identified. Fully maximised efficiencies by utilising extra capacity from branches to provide telephone banking support and remote video banking meetings with customers.Key achievements:• Nurtured dynamic workplace culture across an expansive network of 42 branches and 250 + colleagues.• Successful implementation of Consumer Duty demonstrating and evidencing compliance and the delivery of good customer outcomes.• Successful roll out and adoption of telephone banking and video banking support from within branches, handling 20,000 telephone banking calls and 700 video banking appointments per week.

Led from the front by being highly visible alongside colleagues and customers, bringing strategies and objectives to life in a positive and engaging way. Sought and listened to customer feedback acting where appropriate to drive improvement in the customer experience. Implemented risk controls and standards, creating a culture where safety was prioritised, and both team and individual’s conduct closely aligned to internal risk policies and external regulatory frameworks. Pioneered development of operational policies and procedures, instilling clarity, and consistency in workflows, leading to smoother operations. Boosted campaigns and promotions and tailored individual development to corporate goals. Employed remote leadership techniques to drive performance and prioritise customer service excellence. Oversaw unexpected challenges with decisive action, reallocating resources effectively. Key achievements:• Empowered over 60 colleagues to adeptly provide diverse range of banking solutions and services.• Cluster colleague engagement scores 9 percentage points above national average and 100% of colleagues asked agreed they were treated with fairness and respect.• Optimised communication channels, ensuring seamless information dissemination and strict adherence to policies.

Staffordshire, North Wales And Shropshire

Conducted outcome testing through a broad spectrum of activities to test and evidence good outcomes for customers in line with our regulatory frameworks. Assessed internal branch controls via unannounced visits, providing coaching and feedback through my findings. Provided daily support within regional head office to assist colleagues and branch teams, improve their knowledge and adherence to our risk controls.

Wythenshawe, Wilmslow And Altrincham

Provided Senior Bank Manager oversight of three neighbouring branches, supporting and guiding all teams to effectively maximise our performance contribution, across a diverse customer base.

Warrington, United Kingdom

Liverpool, United Kingdom

South Lanarkshire, United Kingdom, United Kingdom

Bachelor Of Arts (Ba), Politics And Economics, 2/1

High School