SUMMARY STATEMENTOver the past 14 years I have gained an excellent track record, in leading large teams, across the many elements of the customer journey and mortgage life cycle. Passionate about delivering continuous improvements, that contributes to the bottom line and improved Customer Experience, through the development and engagement of colleagues. Able to organise work within a rapidly changing environment, ensuring all key targets, as well as customer and stakeholder requirements are met, with a strong compliance and process improvement ethos. As well as the ability to prepare in advance, identifying potential risks and planning to overcome them.KEY ACHIEVEMENTSUndertaken a full review of the way that the Solicitors Panel is managed within Co-op Bank. Following this review I have been able to implement various efficiencies and procedural changes that has meant that not only are applications to join the panel processed faster they are dealt with in such a way that the risks that the bank faces has been reduced.Was the project leader on the Leek site when Co-op Bank went through a process of harmonising it procedures and policies in respect to first legal charge registration and removal over the Leek and Over last 12 months responsible for reviewing the Standard Unit Times (SUT) all the different tasks within the Deeds Store ensuring that the correct timings are in place to increase efficiency and effectiveness. This lead to an overall reduction in SUT’s of 20% and Service Level Agreement from 10 to 5 days. Saving the equivalent of two full time staff.One of six people shortlisted for Team Manager of the year under EG operational excellence award 2011. The competition is open to 21 companies within the financial services sector including Santander, HBOS and Nationwide. Manager of the team that won GCO Customer Processing and Colleague Experience Team of the year for 2011. Personally nominated under the Inspirational Colleague Award with CFS 2010.
Listed skills include Residential Mortgages, Credit Risk, Mortgage Underwriting, Underwriting, and 20 others.
