Working with the director of the commercial sales team at propel. The mission is to delivery the sales numbers across our partner and direct channels. The role I undertake is to ensure that the operation is conducting all tasks & responsibilities correctly as well as providing live reporting to team leaders & key internal / external stakeholders. Collaborate with internal teams to continuously improve our systems & process to enable a better customer journey for both our partners & end customers. Development of the team is another key responsibility I undertake. From training new starters in the business to up skilling established team members.

Head up a team of internal account managers. In asset finance, mainly hire purchase for SME customers for one of our commercial partners. Supporting customers throughout there journey with Propel. Work under the Director for our Commercial Partners. To provide operational support across the organisation review and produce internal and external operational reports.

Working in Barclays partner finance my team will be conducting customer outcome testing. To ensure all regulations are followed and a fair outcome for the customer is also correct.

• Direct leadership of 10 business lending support assistance who manage all aspects of S.M.E lending up to £100K Agg. For twenty business lending managers across the UK.• Manage key risk controls on a monthly basis (MYMI) complete 100% testing on lending files, call listening, prompts & observations• Hand picked and trained my team empowered them to handle requests sent in by BLM/RM’s.• On-going training with staff on process changes & enhancements to better serve our customers.• Work directly with key stakeholders of business & commercial banking to provide updates, statistics & forecast models for the business areas. • Drive & embed a right first time approach.• Manage & allocate work effectively to provide a world class service to our S.M.E customers• Pro-actively worked on intercompany relationships between my direct reports and key managerial stakeholders. • Lead MOPS to drive determine to lead into my business area. I provide on-going support to other teams in the department to ensure all teams are managing performance and risk consistently.

• Direct leadership of 10 business lending support assistance who manage all aspects of S.M.E lending up to £100K Agg. For twenty business lending managers across the UK.• Manage key risk controls on a monthly basis (MYMI) complete 100% testing on lending files, call listening, prompts & observations• Hand picked and trained my team empowered them to handle requests sent in by BLM/RM’s.• On-going training with staff on process changes & enhancements to better serve our customers.• Work directly with key stakeholders of business & commercial banking to provide updates, statistics & forecast models for the business areas. • Drive & embed a right first time approach.• Manage & allocate work effectively to provide a world class service to our S.M.E customers• Pro-actively worked on intercompany relationships between my direct reports and key managerial stakeholders. • Lead MOPS to drive determine to lead into my business area. I provide on-going support to other teams in the department to ensure all teams are managing performance and risk consistently.

• Directly responsible for the leadership of 18 clerical members of staff. Ranging from new joiners to SME’s. Delivering daily briefs weekly and monthly 1 to1’s while maintaining workloads and quality results above the required standard. Last six months QC scores have averaged 96% • Knowledge of working with internal and external stakeholders. Working closely with over 60 Claims Management Companies providing them with confidential and critical information for our mutual customers• Extensive knowledge with the onboarding of Claims Management Companies to join RBSG processes. I directly on boarded over 20 Claims Management Companies on to a “Protocol” process. Ensuring that I maintain a constant relationship. Holding daily calls and emails to all who are part of the “Protocol” maintain up to date process policies. • Designed and implemented training plans to Group Operations India (GOI) to embed new processes, with the vision of our processes expanding.• Effective use of people skills. To listen, assist and coach staff ensuring individual performance meets that of the team, and that underperformance issues or talent opportunities are acted upon in line with Personal Development Plans (PDPs). Implemented spots coaching into daily delivery to the team to understand problems staff encounter. • Proactive use of LEAN tools and techniques to improve performance across the team including daily side by side process confirmation, visual management supported by daily performance meetings, and the use of loss analysis sheets and problems and countermeasures to drive efficiencies through Big 5 meetings.• Strong knowledge and awareness of RBS policy. Ensuring adherence to people management, policies including performance and absence management is consistent across the team.

Responsible for over seeing the deliveries and ensuring all clothing was available for the shop floor when requested.