Reporting to the Senior Director for Asda Shared Services and responsible for developing and executing the shared services multiyear strategy to drive growth and profitability. Lead to create a sustainable, world class people that is highly engaged and thriving in a culture of coaching and development.• Provides strategic thought leadership that drives execution of a multi-year strategic roadmap, including governing and execution of all transformation and optimisation activities. • Lead on organisational effectiveness initiatives that are aligned to the future state vision and enable growth through service intake.• Develop and deliver the functional people strategy by using internal knowledge and external experience to drive high engagement• Improve the end-to-end employee lifecycle by designing a robust capability development framework, equipping all colleagues, in all grades, with the tools and skills to be successful.

Lead Service Delivery teams and optimise Service Management processes, ensuring the highest level of customer and client satisfaction. Accountable for driving operational efficiency through service model optimisation and process improvement, delivering optimum service outcomes.• Ownership of Service Management frameworks including resource & forecast planning, and operational cost management to enable accurate planning and value tracking. • Lead the design and implementation of Operating Models to ensure effective Service Delivery. • Accountable for the creation and delivery of the optimum ‘Channel mix’ strategy for customer support interactions, driving increased customer experience and decreasing cost to serve • Collaborate with cross-functional teams to implement process improvements and automation tools whilst building strong relationships with senior leaders to understanding their needs

Reporting to the Global Head of Customer Experience as the Global Customer Experience lead for Asia, leading and enhancing the overall customer experience across all touchpoints globally. Responsible for developing and implementing key customer strategies, driving improvements in customer satisfaction and loyalty, collaborating cross functionally and across multiple markets. • Global lead for Customer Experience, responsible for improving NPS (Net Promoter Survey), reducing complaints and improving customer performance across frontline customer channels • Optimisation of the Group Customer Channels Service framework across priority markets to deliver improvements to service. • Design and deployment of eNPS (Employee Net Promoter Survey) across Retail Banking, ensuring effective operationalisation across all customer channels. • Work collaboratively with key stakeholders across the matrix and geographies to implement agreed strategies, including design and implementation of end-to-end customer journeys.

Responsible for the strategic review of the Mortgage and Protection business producing a ‘Multichannel’ environment, encouraging collaboration and growth. • Design and implement an optimum multichannel operating strategies aligned to the business goals to improve overall customer servicing models• Lead for operational transformation enhancing a multichannel strategy across Mortgages • Accountable for delivery of functional annual operating plan, future forecasting and cost management, maximising efficiency within headcount and delivering within cost plans

Responsible for the design, delivery and sustainment of strategic people experience programmes which align and support future business goals. • Owned the governance framework to tackle key issues such as attrition and absence • Provided the direction over the delivery of tactical and strategic activity into UK Contact Centre’s across all aspects of the HSBC UK People and Recruitment Strategy• Providing proactive issue resolution to support the Head of UK Contact Centres for all employee engagement and experience related matters • Seamless integration of culture and people experience practices across all 7 UK and 3 Offshore contact centres’

Responsible for leading Advised/Non Advised Mortgage Teams, Customer Service Teams, Branch Specialist teams, comprising of c500 FTEResponsible for all operational aspects of leading a contact centre including financial and risk management infrastructure enabling effective cost managementDevelopment of a highly effective management team to maximise operational efficiency, revenue opportunities and quality management techniquesImplement and embed a customer centric ethos on every interaction Key Achievements:-• Re-engineered personal loan journey, increasing income by 30% reducing efficiency by 20%• Introduced a ‘multiskilled’ approach to front line resulting in an improved efficiency by 10% and customer satisfaction by 6%• Introduced a governance framework to manage all operational finances resulting in a 10% reduction on annualised costs

Deputy to the Centre Manager/Centre DirectorResponsible for leading Customer Service, Branch Specialist Teams, Revenue Generating Teams and New to Bank individuals compromising of c150FTEDelivery of a ‘best in class’ customer experience across every segment Key Achievements:-• Successfully migrated a demised back office function and redeployed 20 individuals into another role within a customer facing environment• Redesigned the operational hours for Branch Specialist Teams resulting in and an improvement to service levels by 6%• Restructured Learning and Development, incorporating more support and coaching to new joiners reducing attrition within the 1st 90 days by 63%• Reduced long term and short term absences from 12.39% to 3.22% and maintained