Wider role supporting Fiona Oliver and the PWM team in our next phase of growth

Supporting our truly independent team in offering strategic planning and asset allocation to top City professionals, business owners and wealthy individuals.

Develop the delivery of Financial Planning support, local & call centre, on a National basis ensuring a consistency of approach across all teams. Work strategically and in partnership with key operational and client teams across the business to design and implement integrated TOM to improve client experience and maximise commercial growth.• Restructured client on-boarding and new business processes to offer seamless client experience and maximise operational and synergy gains resulting… Show more Develop the delivery of Financial Planning support, local & call centre, on a National basis ensuring a consistency of approach across all teams. Work strategically and in partnership with key operational and client teams across the business to design and implement integrated TOM to improve client experience and maximise commercial growth.• Restructured client on-boarding and new business processes to offer seamless client experience and maximise operational and synergy gains resulting in 20% improvement in client call/query response time.• Developed end to end strategy to increase Para planner report turnaround times by 40%. • Designed Induction Academy for new operations staff and Para planners.• Created and launched promotions framework and supporting apprenticeship programmes to invest in existing and future talent by developing key management skills. Show less

Lead, motivate and develop my Service Delivery team across multi sites to create an enhanced focus on client service and commercial outcomes. Work in partnership with Financial Planning team to optimise performance.• Restructured office to centralise non-commercial activities to improve client and commercial focus.• Designed, introduced and editor of communications newsletter to Service Delivery team.• Created the content and organised the delivery for Service Delivery Managers 2016… Show more Lead, motivate and develop my Service Delivery team across multi sites to create an enhanced focus on client service and commercial outcomes. Work in partnership with Financial Planning team to optimise performance.• Restructured office to centralise non-commercial activities to improve client and commercial focus.• Designed, introduced and editor of communications newsletter to Service Delivery team.• Created the content and organised the delivery for Service Delivery Managers 2016 conference.• Coached and developed key staff to become confident and effective Supervisors to lead respective teams. Show less

Led operational team of 150 staff to deliver a first class retail banking experience to Dorset’s 182,000 active customers. Line Manager of 18 Branch Managers and second line management responsibility for 50 Personal Banking Advisors and 20 specialist Advisors for business banking, mortgage and financial planning. • Introduced structured reviews framework to improve regulatory and conduct risk to 96% above threshold.• Led effective performance management reviews to increase Personal… Show more Led operational team of 150 staff to deliver a first class retail banking experience to Dorset’s 182,000 active customers. Line Manager of 18 Branch Managers and second line management responsibility for 50 Personal Banking Advisors and 20 specialist Advisors for business banking, mortgage and financial planning. • Introduced structured reviews framework to improve regulatory and conduct risk to 96% above threshold.• Led effective performance management reviews to increase Personal Bankers sales productivity to 2nd Divisionally which led to 5th Nationally achievement for new customer loyalty strategy performance.• Embedded ‘Best Bank in Dorset’ culture achieving 9/10 customer satisfaction results in 2014. Show less

Reporting to National Mortgage Director; Project Manager responsible for designing and testing strategic deployment model and supporting infrastructure for RBS merger and to maximise internally relationships with Corporate & Commercial centres and new High Net Worth Advisors to increase mortgage business referrals whilst building external relationships for growth of Santander as a preferred lender. Designed & delivered branch advisor training programme in preparation for Mortgage Market Review… Show more Reporting to National Mortgage Director; Project Manager responsible for designing and testing strategic deployment model and supporting infrastructure for RBS merger and to maximise internally relationships with Corporate & Commercial centres and new High Net Worth Advisors to increase mortgage business referrals whilst building external relationships for growth of Santander as a preferred lender. Designed & delivered branch advisor training programme in preparation for Mortgage Market Review (MMR). Show less

Responsible for mortgage performance in London & South East Division by leading team of 15 first line managers to deliver exceptional customer outcomes for all aspects of the branch mortgage experience through team of 90 Mortgage Advisors.• Engaged and delivered strategic plan in every region to increase activity and productivity throughout division generating increasing mortgage performance from 6th to 1st Nationally for transmissions (Q1 to Q2) and completions (Q1 to Q3) and best ever… Show more Responsible for mortgage performance in London & South East Division by leading team of 15 first line managers to deliver exceptional customer outcomes for all aspects of the branch mortgage experience through team of 90 Mortgage Advisors.• Engaged and delivered strategic plan in every region to increase activity and productivity throughout division generating increasing mortgage performance from 6th to 1st Nationally for transmissions (Q1 to Q2) and completions (Q1 to Q3) and best ever home protection sales performance for Division.• Introduced more robust diary management of Regional Mortgage Managers improving their leadership visibility for stakeholders in branches and increased coaching and development for Mortgage Advisors. • Extensive management of risk at all levels increasing Advice Quality from 78% to 90%. Show less

Project lead for transformational change programme, working alongside KPMG and Deliotte, responsible for design and implementation of a robust business solution to review up to 50,000 colleagues working patterns across Lloyds Banking Group to transform the customer queuing experience and enable the expansion of opening hours.

Relationship Management of 6 Local Directors and 6 Local Operations teams (circa 30 Managers) responsible for 900+ staff in creating an environment to facilitate urgency and passion around the Bank’s strategy & vision to transform the branch network to have a more productive and efficient ‘one best way’ set of processes, efficiencies & leadership behaviours in every branch to deliver headcount & operational budgets, P & L, and service requirements.

Matrix manager responsible for 6 Local Mortgage Sales Managers and 43 Mortgage Advisers within 90 branches in region, responsible for sales delivery of mortgage allocations, completions, home insurance, PPI and life, critical illness sales.

Responsible for 11 Mortgage Advisors based within 22 branches in Bournemouth area for sales plan delivery

Bank Manager leading a team of over 50 colleagues, including 5 managers and 9 sellers.

Undertook various operational, sales and people roles.