Provide managerial support to team of 12 senior quality monitoring associates.Deliver operational support for all business areas in relation to monthly audits and in-line assurance monitoring acting as first line of defence for internal control monitoring.Responsible for associate development and performance management.Orchestrating resource planning to meet operational volume requirements to achieve required Service Level Achievements.Introduction and coordination of education matrix to ensure cross skilling of associates to ensure adequate cover for absence.Quality Feedback on a one to one basis and providing coaching where requiredPoint of contact for both internal and external Audit.Collation and presentation of monthly audit results and dashboards against policy requirements to attest adherence and highlight areas of concern and/or trends.

Lead on Policy Rationalisation project within CS and coordinated collation of the information across all business areas. Creation of Procedure Baseline tracker to ensure the management of Desktops, Control Plans, Process mapping and Education Materials are maintained, updated and reviewed on a regular basis.Completion of monthly policy dashboards testing adherence to policy.Change governance co-ordination including review of all process requests from line of business, agenda and meeting preparation, chairing meetings then providing updates to attendees and gaining appropriate approval from senior leaders.Tracking of post implementation process to ensure all actions have been undertaken.Maintenance of the Education and SharePoint Governance process to ensure adequate controls are in place and the appropriate approvals been received and tracked through local governance and a monitoring system is in place to review data on a regular basis.March 2014: successfully selected to attend the Risk Operational Business Awareness Program for 6 months gaining valuable insight into all areas of the business.

Provide managerial support to team of 12.Responsible for associate development and performance management.Resource planning to meet operational volume requirements to achieve required Service Level Agreements.Introduction and coordination of education matrix to ensure cross skilling of associates to ensure adequate cover for absence.Quality Feedback on a one to one basis and providing coaching where required.Under took full review of Quality Scopes and process educational material to ensure consistency of understanding.Lead regular team meetings/briefs to provide support, direction and development opportunities.Attendance at customer listening and complaint handling review forums to submit TCF improved outcomes focusing on providing a best in class customer experience.Lead Stop Cheque Audit review collating data, providing direction and support to colleagues assisting with data capture. Instrumental in building of database to house information and provide MI in line with external audit requirements.

Check and Approve associates work and carry out daily quality checks.Provide feedback on a one to one basis.Review and update desktops and policies to take into account any updates to processes.Prepare Daily/Weekly/Monthly work schedules.Educate and support associates on new roles.Attend project meetings to ensure that any impacts to area are fully understood and co-ordinate implementation process.Production & completion of daily and monthly reports.Highlight potential control issues and provide resolution.Managerial Representative for department attending bi-weekly meetings providing link between associates and senior managers

Part TimeDisplay problem solving skills by reviewing and updating outstanding items in accounts.

Part Time:Dealing primarily with Customer statement enquiries.