Leading the Technology problem Management team driving identification of root cause and implementation of permanent fix for all levels of incident across the Bank. Responsible for production of bank wide incident reporting, analysis and trending , and driving improvement activities in response

Accountability for business facilitation of high impacting incidents affecting RBS, delivery of strategic departmental projects & provision of incident consultancy & support to major programme implementations ▪Project managed creation of combined Business and Technology incident management operating model , implemented in November 2016▪Led departmental transformation programme, delivering c£313k sustainable savings, with c£950k one off savings in 2014, c20FTE headcount reduction. Drove increased transparency of budget and FTE oversight, monitoring, analysis and forecasting. Co-ordinated development of business cases, and project managed offshoring activity and associated redundancies ▪Led implementation for lean deployment, with specific focus on Performance elements including development, standardisation & implementation of key performance indicators and tracking mechanisms, introduction of a fit for purpose process confirmation methodology across the team▪Extensive experience in managing critical incidents, including responsibility for co-ordination, management & reporting on the Top 6 priority incidents during significant system issues experienced by RBS in 2012. ▪Working with large scale programmes; led the Incident Management support model, training & resourcing for critical migrations including ABN separation activity (Core Banking and Payments separation - 2009) & Amsterdam data centre exit (2015), & implementations including Sepa credit transfers (2013). ▪Developed due diligence approach to business take on and project lead for multiple migrations of incident management activities into central team for global and UK businesses▪Negotiation of Transitional Services Agreement further to divestment of a business. Supervised stakeholder relationship, invoicing, meetings and report production.▪Responsibility for management of a team of 14 staff. Provision of coaching, support, task and competency coaching, talent development and succession planning.

Responsible for driving the resolution of incidents causing significant impact to customers and operations across RBS▪Facilitated cross business stakeholder groups, utilising organisational awareness to identify and engage key attendees. Led prioritisation and coordination of supporting actions and decision and assessment and management of actual and potential risks.▪Communicated and implemented Incident Management risk policy requirements across the department, managing activity to review and amend processes and develop supporting documentation and proformas ▪Developed systems reference tool to record useful information in relation to key payments systems to support team in managing incidents. Empowered team members to take responsibility for updating database with additional information further to incidents.▪Line management responsibility for small team

Responsible for the scoping, planning and managing of change projects and ensuring the delivery of fit for purpose solutions, across operational areas to time, cost & quality. ▪Managed the successful delivery of 36FTE benefit for Manchester RCSC via process and operational improvements, identified using continuous improvement tools and techniques▪Responsible for the delivery of strategic operating model changes for key service applications in a pilot projectoDrove the design and implementation of an electronic messaging proof of concept with RetailoInitiated the elimination of the use of New branch messaging system within branchesoPresented plans and progress updates to bank Director on a regular basis

▪Built strong relationships with Retail channel - developed an initiative to support branches performing poorly with regards to customer satisfaction measure (CSI). Approach was adopted by NatWest North Region. Consistently achieved superb internal & external CSI results.▪Received bank excellence award as a result of contribution to the implementation of a new complaints process within the business division. Also nominated by the Retail Regional Service Quality Manager for input & support in the rollout of a revised complaints process. ▪Responsible for control, overview and checking of Executive and Customer Relations complaints Implementation Task Force Representative▪Managed Centre involvement in relation to a number of concurrent internal and industry projects and pilots including desktop integration, electronic imaging and Centralisation of Account Transfers. ▪Regularly represented centre on a number of project governance and working groups, providing constructive contribution from an operational perspective & generating/evaluating potential ways forward with regards to various project workstreams and issues. Supported Centre Manager by providing comprehensive feedback on Terms of reference, Implementation Plans, Contingency Plans & change requests prior to sign off.