Graham Cooper Email & Phone Number

United Kingdom

East Midlands

• Delivered and managed successfully the end to end process of a key cultural change with the primary objective of ensuring the customer was at the heart of all activity. This has led to a significant uplift in the group.
• Embedded the Best Bank for Customer Programme across the region with circa 2200 colleagues. Ensured branch teams focused on delivering high levels of customer satisfaction. This led to a two point increase in the.
• Influenced the Regional Director, leadership team and Bank Managers to reflect upon and engage their teams with the cultural behavioural change and how they managed activity improving colleague engagement to.
• Supported the Local Director to ensure teams are compliant with all applicable policies, procedures and role competency requirements. Assessed green on all risk key performance indicators.
• Led continuous improvement and change through embedding the Best Bank for Customer (BB4C) programme, communicated the brand strategy, sharing best practice and supporting Bank Managers to build their business with sign.
• Succeeded in motivating management teams to deepen relationships with the partner businesses achieving improved levels of activity.

North Midlands

• Successfully led a large team focused on putting the customer first against a number of key measures which supported the vision and values of Lloyds Banking Group.Key Achievements:
• Line Managed 188 direct and indirect reports across 24 branches and delivered the group’s Balance Scorecard covering Customer, Risk and People metrics.
• Improved the customer experience, measured by the Net Promoter Score (NPS) focused on clearly identified service levers. These led to the NPS being consistently above 70 and top three in the region.
• Successfully encouraged a one team ethos with partner businesses across the group and achieved the core customer activity measure and created a high performance culture.
• Embedded a strong risk culture with a green annual risk assessment, all colleagues green on their personal risk metrics and the group green on prioritising customer concerns and customer fair outcomes.
• Managed the people metrics around absence and performance management to support Line Managers and colleagues. Absence reduced to less than 5% on a 12 month rolling basis and performance management was implemented as.

Midlands And East

• March 2014 – July 2014Lloyds Bank PLCRegional Customer ManagerDelivered the regional customer needs met operating model with a strong first quarter performance measured through the Core Measure Framework. Key.
• Deputised for the Regional Director, engaged with the Local Director team to influence their thinking and strategy and delivered the Regional Service and Business plan.
• Successfully launched the change in operating model from March 2014.
• Formalised a clear plan on the customer experience. Identified improvement opportunities and aligned team resource to support achieving an improved Net Promoter Score.
• Checked a risk culture had been embedded, co-ordinated the team risk activity. Achieved green audit assessments for all groups and tested the Training and Competency scheme was fit for purpose in the region.
• Led the Local Customer Manager team demonstrated broad leadership and influencing skills provided coaching and one to one development and the achievement of self learning and reflection.

North West

• Led with a focus on the customer lens to integrate partner businesses through a structured approach combined with quality partner meetings with the group being recognised at both Regional and National level for the.
• Eighteenth nationally for the year on the Core Measure Framework. Ranked 13th nationally on the customer metrics at the year end.
• Delivered the key strategy and supported line managers to lead and manage their own teams effectively.
• Led through the customer lens incorporating partner businesses. Recognised at both Regional and National level for the collaborative approach adopted and increased activity levels.
• Embedded key change initiatives and built capability and advocacy. Employee Engagement survey increased 18 points from 2012. A positive trend against the group and industry benchmarks.
• Created a core risk structure. Achieved over 95% in terms of compliant complaint recording and fair outcomes.

East Midlands

• Ensured a strong core risk foundation has been embedded with appropriate investigation and root cause analysis to provide a resolution framework. This linked in with the implementation of key strategies leading to a.
• Implemented key strategies to deliver a top 3 overall performance of the Core Measure Framework.
• Planned, participated in and presented Off Site Leadership events incorporating team activity.
• Maintained customer focus. Communicated the customer agenda at all times. Achieved both the Net Promoter Score customer experience metrics.
• Participated in key partner meetings. Established priorities with colleagues which led to the customer being at the heart of all activity.
• Deputised for Local Directors. Successfully utilised my leadership skills to improve group performance and created a sustainable operating model.

East Midlands

• Delivered risk oversight and compliance across the East Midlands region and ensured circa 200 colleagues were competent to fulfil their role. Completed appropriate themed reviews and investigations to embed the right.
• Led a team of eleven Risk Consultants and One Area Risk Assessor to embed and audit appropriate risk oversight Identify shortfalls, root cause analysis and resolution. Recognised for attention to detail and organisation.
• Wrote detailed reports with regard to whistle blowers with recommendations and action which were presented to the Head of Risk.
• Co-ordinated and planned thematic reviews of branches. Ensured fair outcome for the customer.
• Maintained independence from the business to provide impartial guidance to the Regional Director.
• Investigated behavioural issues to reduce reputational risk. Appropriate HR policies adopted and liaised with external authorities.

2 A Levels And National Diploma In Business Studies, Business Studies

BTEC National Diploma in Business Studies A Level Law A Level English Literature

Gce O Levels In 9 Subjects, O Levels

Activities and Societies: Swimming Rugby 9 O Levels achieved Grades A-C