• Top performer rating for 3 consecutive years (206-2019); proven record of outstanding customer feedback• Managing the front office of the flagship branch for HSBC UK – linking customers with the right advisors and serving as an escalation point for Customers; dealing with customer issues effectively, efficiently and proactively• Acting as a liaison to other internal departments and stakeholders to ensure a prompt response to emerging customer impacting issues• Driving… Show more • Top performer rating for 3 consecutive years (206-2019); proven record of outstanding customer feedback• Managing the front office of the flagship branch for HSBC UK – linking customers with the right advisors and serving as an escalation point for Customers; dealing with customer issues effectively, efficiently and proactively• Acting as a liaison to other internal departments and stakeholders to ensure a prompt response to emerging customer impacting issues• Driving and implementing improvement ideas within the department to enhance customer experience across Retail Banking & Wealth Management; leading change effectively whilst also owning and delivering customer journey improvements• Providing recommendations and observations regarding successes and target areas of improvement for future customer journey design; challenging existing processes and identify new opportunities to optimise risk and reward balance• Supporting the Branch Manager in providing effective leadership and management of the Customer Service team (10 staff); recognised for driving team engagement levels, change management and execution ensuring the branch finished in the top quintile within HSBC for digital adoption• Creating and maintaining a culture of service excellence, developing standards and effectively delivering local training for new entrants to ensure all stuff have full alignment with our strategy and priorities• Proven experience of coaching and motivating others to deliver exceptional performance and long-term results; translating HSBC’s strategy and vision into achievable goals for each individual• Responsible for risk management and operational excellence within branch environment Show less

• Operational management of one of the flagship HSBC retail branches in Canary Wharf whilst meeting FCA standards and delivering top notch customer service and creating positive outcomes• Provided leadership and management of the Customer Service team of 6 in a busy retail environment, enabling them to effectively question and listen customers when reviewing their accounts and to fully understand both new and existing customer’s financial circumstances and needs• Oversaw the… Show more • Operational management of one of the flagship HSBC retail branches in Canary Wharf whilst meeting FCA standards and delivering top notch customer service and creating positive outcomes• Provided leadership and management of the Customer Service team of 6 in a busy retail environment, enabling them to effectively question and listen customers when reviewing their accounts and to fully understand both new and existing customer’s financial circumstances and needs• Oversaw the smooth running of all services, cash policy, accuracy of balance books and accounts and management of high-risk customers• Monitored and explored branch activity to spot opportunities and suggest process improvements• Responsible for risk management and operational excellence within branch environment for both myself and my staff; proven record of minimising risk and maximising operational efficiency; representing a full compliance culture through continuous research, training and building comprehensive knowledge to stay abreast of all relevant financial regulations• Inspired staff by leading through example, coaching and individual reviews, setting clear expectations and objectives; translated HSBC’s strategy and vision into achievable goals for each individual• Worked in partnership with the Branch Manager to positively impact operational control and integrity standards within the branch; responsible for cost, budget and cash maintenance• Created and maintained a culture of service excellence, driving customer satisfaction results and up-holding HSBC’s brand and values Show less

• Proven track record of successful delivery of extraordinary customer service to HSBC’s high-net-worth clients; responsible for building long-lasting customer relationships based on trust and expertise• Responsible for coordination of all Premier customer events, the diary management of Premier Relationship Managers (RM) and effective allocation of RM resource to maximise potential customer value• Worked in partnership with Wealth Managers to ensure every aspect of customers’… Show more • Proven track record of successful delivery of extraordinary customer service to HSBC’s high-net-worth clients; responsible for building long-lasting customer relationships based on trust and expertise• Responsible for coordination of all Premier customer events, the diary management of Premier Relationship Managers (RM) and effective allocation of RM resource to maximise potential customer value• Worked in partnership with Wealth Managers to ensure every aspect of customers’ financial wellbeing is looked after, helping them grow and protect their current and future wealth needs• Provided a wide range of services to HSBC customers, accurately and promptly resolving customer queries and requests; responsible for driving the use of alternative delivery channels (e.g. Personal Internet Banking, self-service equipment) for new and existing customers• Proactively delivered referrals, working with a wide range of business areas to maximise opportunities for our customers• Subject matter expert on HSBC’s multi-channel proposition - responsible for educating customers around the best solutions to meet their wealth needs, maximising opportunities across all customer segments• Continuously developed knowledge of operational risk, legal and regulatory requirements as well as operating procedures and practices• Communicated effectively between different business areas and the branch to ensure clear and consistent delivery of key messages Show less