Key Responsibilities• Lead & develop a team of 9 Customer service managers and circa 150 front line colleagues. The key objective to build strong, lasting relationships with our customers to create customer Loyalty/Advocacy. Working to targets and metrics agreed within Retail Contact Centre including Customer First, Ownership, Risk and Productivity.• Coaching and embedding of Santander’s 9 Behaviours to create a culture of empowerment and ownership of business and personal performance.• Manage, lead and embed Change initiatives proposed by the business. Ensuring adequate controls and checks are in place for the implementation of the change. • Manage risk controls for the unit and ensure clear understanding of new processes or changes to policy, ensuring strong tight governance of risk in all teams.• Project Management from the operational perspective, ensuring build, execution & management of projects are all handled to the highest standard. An example of this was the implementation of the new Santander Mobile Banking App.• Stakeholder Management both internally and externally to agree continuous improvements and cost savings for the Proposition/Segment• Communicate & influence direct reports and peers through weekly communications and champion roles.• Analyse service level and performance MI to identify key trends and areas of improvement that need addressed.• Coaching the management team to demonstrate good behaviours with specific focus on the areas of weakness, agreeing actions to improve appropriately.• Recruitment & Budget Management of the business area. This includes maintaining adequate headcount within the financial framework and also allocating funds to external projects and ventures i.e. Reward and recognition events within the business area.

Santander UK Plc. Team Manager/Retail Manager Oct 2001 - Aug 2016Key Responsibilities• Lead, manage, coach and motivate teams of up to 14 FLC. Catering for a diverse range of Santander customers from high net personal customers in a fast paced, changing and challenging environment to customer service focused ‘core’ customers. Continuously creating a high performance and customer centric culture• Direct responsibility for achieving/exceeding results across a wide balanced scorecard across a range of Metrics and Key Performance Indicators.• Develop effective internal/external stakeholder relationships using excellent communications skills to improve the brands awareness and relationship across the wider Retail Contact Centre and Company as a whole.• Optimisation of resources in line with Santander goals. Including real time and long term management/planning of staffing levels/FTE. In conjunction with performance management and coaching of time management. I.E. AHT, ACW etc. • Risk management and control functions. I.E. quality assurance, colleague testing and managing/identifying colleague’s development areas. With an unrivalled success in MTU risk control checks carried out, I have produced a 100% success rate through effective coaching and effective performance management plans. And a focus on reviewing and analysing data to identify common risks.• Recruitment of Front line colleagues through the assessment centre• Management of the Quality Assurance framework for a large team, supporting my peers & senior managers ensuring effective management for the unit each quarter. (Select)• Mentor to new & existing Team Managers, developing them to be future leaders of the bank. • Alternate to Business Manager.• Coaching the team to demonstrate good behaviours (Within the Santander 9 Behaviours Model) with specific focus on the areas of weakness, agreeing actions to improve appropriately.