Emma Walker Email & Phone Number

United Kingdom

PRINCE2 Foundation and Practitioner Hired to support the business wind down to closure. Selected to lead the outsourcing project –including the migration and remediation of the closed book. Delivering training and operational oversight of the remote team • Delivering to agreed timelines, presenting project analysis to senior management team and board for high level project decisions. Accountable for project lifecyle and ensuring change control through appropriate governance. Work… Show more PRINCE2 Foundation and Practitioner Hired to support the business wind down to closure. Selected to lead the outsourcing project –including the migration and remediation of the closed book. Delivering training and operational oversight of the remote team • Delivering to agreed timelines, presenting project analysis to senior management team and board for high level project decisions. Accountable for project lifecyle and ensuring change control through appropriate governance. Work recognised by winning to leadership awards• Adherence to data governance requirements – methodology, governance documentation, project plans, control frameworks and actions logs Show less

CeMAP Qualified• • Providing strong leadership to drive key performance indicators for 3 teams, maintaining quality at above 90% for manual applications • Deputised as Operations Manager for 45 EFT across underwriting, loss mitigation and forbearance, pre-expiry customer strategy and asset management• Taking ownership for meeting team & monthly department targets, achieving 92% at target• Demonstrating rigorous implementation of performance management, upskilling, coaching and… Show more CeMAP Qualified• • Providing strong leadership to drive key performance indicators for 3 teams, maintaining quality at above 90% for manual applications • Deputised as Operations Manager for 45 EFT across underwriting, loss mitigation and forbearance, pre-expiry customer strategy and asset management• Taking ownership for meeting team & monthly department targets, achieving 92% at target• Demonstrating rigorous implementation of performance management, upskilling, coaching and personal development processes, including promotion, productivity improvements and disciplinary action• Work collaboratively with Sales, Risk & Finance functions in New Business product development, criteria changes & service improvements• Designed and implemented a control framework to ensure regular oversight of all operational processes aligned to policy and SOP reviews • Undertake regular process reviews utilising LEAN workouts, reducing average time to decision in underwriting by 25%• Ensure all applications meet relevant criteria or an acceptable level of risk if outside criteria, with senior mandate approvals of up to £350,000 (max loan £500,000)• Developed a reporting MI suite structure that is used by others to senior management • Maintaining strong relationships with the sales team and intermediaries, attending corporate events, implemented weekly calls with the sales team, reached out to support on complicated cases - positive feedback received from sales and 3rd parties on improvements to service• Support risk management in aligning underwriting strategy with risk appetite by analysing the risk approach to current markets on a quarterly basis to ensure remained competitive• Drive process improvement considering the customer journey, simplification and increase individual productivity. Monthly sessions with the team to share best practice approach. Resulted in alignment of the team approach and reducing time to completion by an average of 8 working days Show less

Croxley Green Business Park

• Managed 3 teams - Pre-Marketing, Sales and Others in Possession • Improved performance of key 3rd parties, reducing oversight levels from weekly to quarterly • Leadership of pre-marketing and sales activity of residential and semi commercial assets with a portfolio of ~500 properties

Watford, United Kingdom

• Managing the assessment and restructuring of 1st and 2nd charge accounts in financial hardship • Lead a team of 15, conducting data accuracy checks, deliver individual results, developing team including the promotion of 3 team members

• Process & underwrite manual applications of 1st charge mortgages from decision in principle through to completion. All decisions clearly documented, ensuring clear customer communication• Provide support and deputise as requested, relating to pipeline Management - ensuring service standards are met, productivity and quality targets for self and other team members are maintained and complaint/query handling is managed in a timely manner

• Package 1st and 2nd charge applications. Packaging accounts for multiple lenders for application approval • Build extensive relationships and liaise with customers, lenders, valuation firms and solicitors to provide a high level of service