Formerly responsible for a team of 15 senior business associates specialising in supporting customers facing financial difficulties to achieve sustainable arrangements to repay their debt.Accountable for achievement of stretching financial targets – successfully delivered with team finishing 1st against peers in 2014 for debt reduction.Managed the team to effectively handle 50,000 customer interactions per annum resulting in 10,000 arrangements to repay.Drove adherence to regulatory best practice for customers in financial difficulties, measured through internal audits with no findings.Took personal responsibility for the performance management, learning and development and talent management of the team – with good results in internal employee engagement surveys.

Responsible for the start up of the East Lending Centre, a telephony based unit in support of the branches dealing with customer’s personal lending needs. Managing a team tasked with setting up overdrafts, processing personal loan applications and cross-selling appropriate financial products such as credit cards.