Graeme Thompson Email & Phone Number

Sunderland, England, United Kingdom

 To design and document Operations processes in accordance with defined standards that fit the Operations process and planning models To take complex and critical process initiatives through challenge and stakeholder review to ensure issues are resolved and processes are fit for purpose Maintain the Operations process model which includes the process inventory and full documentation suite made available to all stakeholders To be accountable for Operations process work to support all types of change Represent Operations process in change and project governance, highlighting risks and issues Impact assess initiatives from a process perspective to cost process work Create and develop process plans to integrate with change initiatives and projects to ensure successful delivery of change Facilitate group sessions to drive process outcomes between large numbers of stakeholders

 Perform oversight of complex high-risk decisions by specialist teams and decision makers Investigate, evaluate and respond to any out-of-mandate decisions Define and maintain client lender mandates for operational teams in line with policy Perform qualitative and quantitative evaluation of first line adherence to the Mandate Accreditation and Client Policies Design and deliver specialist mandate training, assessment and coaching where appropriate Provide specialist advice and guidance on the Mandate Accreditation Policy where required Monitor mandate governance and enforce robust recording of mandated authorities by first line managers

Sunderland, United Kingdom

 Perform evaluations of first line adherence to client credit policies and mandates including oversight of first line decisions Use stakeholder management skills to build collaborative working relationships between Mandate Oversight Risk and New Lending teams Monitor internal systems of mandate governance to enforce robust recording of client mandated authorities by first line managers Ensure stringent control and governance frameworks surrounding credit policy are maintained Design and deliver mandate training and assessment, using results to decide on mandate allocation and uplift Provide specialist advice and guidance on interpretation of client credit policy and mandates to operational areas Deliver feedback and coaching to ensure that decision makers are aware of, and understand, client credit policy requirements and mandated responsibilities Produce clear and accurate oversight and reports for all internal and external stakeholders Support the Project Team to assess any implications for Mandate Oversight activities being completed

Sunderland, United Kingdom

 Build a portfolio of evidence to support decisions to award Trainee Mortgage Advisers with overall competence Complete call and file assessments using appropriate aids to required standards Conduct coaching and feedback for competent and non-competent performers in order to drive performance improvements Construct SMART development plans tailored to individual learning styles Analyse and determine the root cause of advice failures, upheld complaints and failed qualifying checks Summarise Mortgage Adviser performance during 1-2-1 meetings with the Mortgage Advisers and Team Leaders Ensure accurate record keeping for teams of Mortgage Advisers and self as per FCA requirements

Sunderland, United Kingdom

 Evaluate quality performance, highlighting examples of excellence and areas of development Provide clear and constructive feedback to support performance Instigate remedial action where detriment is identified Support the delivery of fair and appropriate outcomes in line with the Conduct Risk Framework and TCF Outcomes

Sunderland, United Kingdom

 Process information from internal teams and external sources to ensure policy and quality measures were applied Ensure work completed in line with mandated controls ensuring ‘right first time’ and ‘straight through’ principles are applied

Level 3 Diplome For Managers, Financial Planning And Services, Merit

Jo7 Supervision In A Regulated Environment, Financial Planning And Services, Pass

Cemap, Financial Planning And Services, Pass