Head of Business Management to Barclays UK Head of Customer & Digital (Executive Committee member reporting to CEO), supporting him to build & lead a high performing team of c.1,000 colleagues. Delivering a customer-led, digital transformation of the £4bn retail banking business; strengthening our digital foundations while building deeper relationships with our customers. Strategic adviser and trusted confidant to the senior leadership team, leading the business management function across six distinct MD led functions alongside Chief of Staff role for ExCo member.Accountable for prioritisation and planning, cost and commercial management, executive and team communications, and effective delivery of critical projects (e.g. annual business planning, talent & development, organisational redesign initiatives, cost & efficiency programs, business transformation to agile).

Senior Business Manager to the Managing Director of BUK COO: Shared Services. Managing the business through a rapid growth period, doubling in size to reach 700+ colleagues while also proactively managing the impact of Covid and the use of remote working.

Following the Structural Reform Programme Barclays Channels created a new Service Management function, supporting all of Channels in driving impactful change across the services received from the newly formed servicing company, delivering tangible improvements to the customer andcolleague experience.

Senior Project Manager & PMO within the Barclays UK Structural Reform Programme. Owning the planning, delivery and implementation of the Intra-Group Agreements (Barclays Group Commercial contracts) across five key work streams, representing a value of c. £70m.

Responsible for the delivery of the Central PMO function within the Advocacy Transformation business unit.+ Managing the sub-portfolio reporting cycle, including the coordination and production of weekly/monthly/quarterly management information on change control, planning, finances and supporting commentaries. Ensuring all information is accurate and up-to-date and that all actions/risks/issues are properly captured and delivered upon within agreed time scales.+ Acting as a central point of contact and support function for Senior Stakeholders in relation to reporting, control & governance, organisational management, headcount and budgeting.+ Proactively reviewing current processes and reporting procedures within the PMO function to identify areas for future development and improvement.+ Ensuring all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards.+ Additional Responsibilities - Communications Lead for Spectrum (EMEA), Barclays LGBT Employee network. Managing all internal and external communications, designing and implementing the communications strategy for the network and also supporting the affective landing of D&I’s 2016 Ally campaign, now with over 6,000 members. Nominated for a Barclays Business D&I Award as part of the Pride in London 2016 team.

Property Investment/Development funding – Responsible for supporting the top performing Real Estate Relationship Director for Barclays U.K and Ireland on the management of a portfolio of 70+ large corporate clients. Through client acquisition and the development of existing client relationships the portfolio saw a year-on-year growth of 66.5%.+ Project Lead for client on-boarding on a number of large corporate groups with complex structures, including debt facilities involving multiple financial institutions.+ Facilitating the continual review of client accounts, auditing internal documentation in order to ensure compliance with Barclays Operational Risk Framework and regulatory requirements of the FCA.+ Built strong and mutually beneficial business relationships with global internal and external stakeholders; developing and understanding client’s operational activities and needs in order to offer a range of product solutions from across the bank.+ Owning both the Digital and Training and Development agendas for the London Real Estate team. Including introducing Agile working methods into the team through an Agile coach.+ Additional Responsibilities - Senior Lead for the London and South East Region of Spectrum, Barclays LGBT Employee network. Project managed the network set-up for Pride in London 2015.

+ Change Management - Critically analysed control frameworks and complaint procedures, identifying a number of areas requiring change in order to improve the customer journey. Taking ownership of these work streams, performing impact assessments to certify effective delivery to embed the change within the business and ensure all key stakeholders were kept up-to-date on progression from identification through to implementation.+ Training and Colleague Development - Acted as SME to complaints portfolio, supporting numerous new starter and established teams with their training and quality control targets. Working in both group and one-on-one settings to help develop colleagues understanding and delivery of complaint handling procedures.+ Secondment - Led and trained 45 new members of staff while on 3 month secondment. Rolling out a specialised complaints portfolio and achieving all colleagues to Quality Assurance requirements within tight deadline.+ Additional Responsibilities - Midlands Membership Lead for Spectrum. Organised a range of events to promote the employee network both internally alongside representing the business at national events to promote Barclays as an inclusive employer focused on diversity and equality.

+ Analysed customer’s data in order to determine the outcome of complaints through meticulous investigation along with both objective and subjective analysis. + Ensuring complaints were dealt with to the highest standards, meeting Barclays Internal Operational Risk Framework while also ensuring complete compliance with regulatory requirements.+ Maintained an individual Quality Assurance score of 100% while still meeting stringent daily, weekly and monthly targets.

+ Writing press releases, developing coverage reports and researching information on upcoming campaigns for a diverse portfolio of clients.+ Tasked with designing and implementing a successful social media campaign in order to increase traffic to Rocket’s Facebook page. Successful delivery saw the Rocket Facebook page see a 60% increase in the number of engaged users and the reach of the pages content.

Keelelink’s role within the University is to promote and encourage participation in Higher Education for students who have not previously considered a continued academic route. As a Student Leader my role involved co-ordinating groups of Student Ambassadors for both on and off-campus events. The role required me to liaise with a host of different staff members in order to achieve a successful event. While managing the event on an administrative level my role also required me to present a variety of lectures to students aged 11-18 based on different aspects of Higher Education. Individually my role involved representing Keelelink at different education establishments across the country, promoting the University to both prospective students and their parents.The position of Student Leader also allowed me to gain experience within a professional administrative environment working in a range of different departments within the University from International Admissions to Accommodation Services. Jobs ranged from data-inputting through to dealing with queries from both students and staff.

Nightline is a confidential listening and information service run by students for students, all roles are voluntary. The position of phone operator involved answering calls, listening to the callers needs and trying to help them in whatever way I could, whether they needed a number for a taxi or just somebody to talk to. This role has helped me to expand my communication skills while also teaching me the importance of patience. I also took on an extended role helping the publicity officer with their campaign ideas, helping them to design new and interesting ways of making Keele students aware of what Nightline as an organisation has to offer.

My role within the telethon calling team involved contacting previous Keele Alumni to discuss and promote the Keele Key Fund, a charitable organisation that aims to improve the experience for students both on and off-campus. This was my first experience within a call centre environment and I thoroughly enjoyed the challenges that came with a role that requires a dynamic set of communication skills. From a team of thirty callers the telethon’s target was to raise £100,000 in a three week period, of which I personally raised £15,500. I was awarded the “Outstanding Contribution Award” for my communication and team-working skills.

This role is an elected position within the Students Union executive committee. This position involved promoting different LGBT equality issues in a variety of different ways from organising campus wide events to writing feature articles for the University magazine. Due to my work as LGBT officer I was awarded Life-time membership to the Students Union.Through my work with Nightline and as LGBT Officer I have performed over 150 hours worth of Voluntary service for Keele University.

Being a Councillor at an American Summer Camp was my first experience at working in a full time job. While I was working in a recreational environment, the tasks that needed to be performed while looking after ten, fourteen year old male teenagers were not easy. This position helped me to learn key skills such as time management, team work and the importance of always being aware of the situation.