• Plans, coordinates and schedules Global travel and calendars• Gatekeeper, creating win-win situations for direct access to the C Suite• Works closely and effectively with the C Suite, keeping them well informed of upcoming commitments and responsibilities, following up appropriately. Has a sense for the issues taking place in the environment and keeping them updated where appropriate• Successfully completes critical aspects of deliverables with a hands-on approach, including drafting acknowledgement letters, personal correspondence, and other tasks that facilitate the C Suite’s ability to effectively lead the company• Prioritizes conflicting needs, handles matters expeditiously, proactively, and follows-through on projects to successful completion, often with deadline pressures• Liaison to the board of directors and senior management teams

• High level comprehensive and confidential support to the Executive Chairman, CEO, CFO, and Executive Leadership Team• Operates as an integral part of the senior management team, gaining trust and respect to share considered opinions and views as a confidant• Management of corporate calendar and senior management intranet site• Organisation of complex business trips to multiple sites across the US, Japan, India and EMEA to include visas, all travel logistics and accommodation• Co-ordination of confidential projects and event management• Liaison with internal and external stakeholders, clients and overseas offices • Ambassador for our nominated charity – East Anglia Children’s Hospice• Organisation of staff recognition events and awards• Management of senior Director's leased accommodation in UK• Management of secretarial staff• Purchase requisition and approval via Microsoft Dynamics AX and JD Edwards• Delegated holiday request approval for senior management direct reports

• Extensive diary management and travel arrangement• Managed, prioritised and actioned CEO's’ emails to include escalated complaints, business critical and sensitive data• Provided professional administration, project management and operational support to Santander Corporate – Education, Health and Communities business area• Supported the Relationship Directors in production of annual reviews, collation and analysis of audited accounts• Produced and distributed all documentation for board and sales meetings• Acted as coordination point for operational aspects including business contingency, premises and infrastructure related issues• Organised internal & external events, road shows and conferences to include negotiation in pricing of venues and accommodation• Provided exceptional customer service increasing customer satisfaction to achieve divisional goals in the increase of market share• Assisted with budget control for monthly audit of expenses, FTE resourcing, incentive schemes and third party invoicing

• Provided comprehensive level of support to Managing Director of Sales to maximise his time in managing liability drive • Diary management and first point of contact for Director and 7 UK field based Regional Managers• Compiled and collated weekly operating reports, MI and statistical data for stakeholder meetings• Prioritised, screened and actioned Director’s emails, ensured minimal disruption to his sales management focus• Planned travel arrangements, accommodation, functions and catering• Managed Regional Manager’s appraisal process• Maintained sensitive and confidential data in compliance with data protection and FSA regulations• Compiled and maintained schedules and documentation for all Director’s meetings• Dealt with escalated customer complaints at Director level, ensured personal follow up and resolution• Controlled budget for all Business Banking incentive campaigns and Cost Centres, monitored spend at all UK Business Banking Head Office sites• Proxy input of Director’s business expense claims• Authorised invoices and allocated to budget via SAP• Managed holiday and sickness records for sales force of 80 UK based sales managers

• Management of all new starter’s induction process• Order of all IT requests – Laptops, Blackberries, Remote access and Broadband for home based sales force• Request IT set up for all user’s domain, shared directory and outlook access• Initial point of contact for sales manager’s equipment and procedural enquiries• Communication of information to sales managers, collation and distribution of feedback• Monitor compliance with FSA and other regulatory requirements• Development of processes and structures• Set budgets and targets in accordance with company objectives• Maintenance of contact data and distribution lists • Collation and distribution of weekly sales operational MI• Liaison with internal and external contacts at all levels• Managing incentives in line with company budget

• Diary management and travel arrangement• Production of monthly Risk and Control reports• Management of generic Underwriters mailbox• Distribution and prioritisation of lending applications to Case Managers and Underwriters

• Reporting directly to the contact centre manager • Leading a team of 10 advisors, maintaining SLA’s, developing, motivating and stimulating advisors • Ensuring advisors achieve and exceed their set targets• Performance management• Monthly and yearly appraisals • Coaching and development• Disciplinary and counselling procedures• Attendance and lateness reporting • Daily production of team statistics

• Diary management and travel arrangements• Monitored and actioned Director’s emails• Screened internal and external phone calls, enquiries and requests, and handling them when appropriate • Dealt with incoming email, faxes and post

• Dealing with unsecured loan applications and enquiries on a telephone basis• Credit scoring and referral to underwriters and fraud• Sales to target on associated products and PPI

• Supervision of up to ten staff at International Banking Unit and as Chief Cashier at several West End London branches• PA to Small Business Manager – Soho Square Branch• Providing front line service to both personal and business customers