Account Manager (Service Delivery Principal) at MovePlus Mobility. Responsible for client liaison and management for a number of key clients. Providing mobility services for their employees via our company. I am the point of liaison for contract renewal, client satisfaction, overseeing esclations, guiding on mobility strategy, conducting policy reviews, mobility tracking and reporting for the client. Preparing and leading quarter business reviews and Annual Business reviews. I am passionate about customer service excellence and assisting both the client and their employee with a relocation that is easy, organised and seamless.

In charge of a team of 5 mobility staff specialising in International Mobilty, implementing mobility change program in British Council London as part of overall mobility change program. Streamlined global mobility policy of International assignees in British Council. Facilitating moves across the global where British Council has a presence. Running day to day activities for assignees with team, relocation, monthly payroll, tax and hypo tax, healthcare, liasing with outsource providers and streamlining department. Planning and liaising with stakeholders i.e. recruitment, HRBP in HQ and Regional HRBP and assignees with respect to leadship programs, moves, tax, payroll, heathcare and relocation. Managing mobility team and ensuring that all assignee's (and families) on mobility program have their needs met internationally. Service driven. In charge of managing 300 expatriates worldwide.

Designing and creation of proposition for high value International customers for HSBC. Roll out of global proposition 2015 followed by digital journey in 2017 (Project lead). Simplifying risk and AML cross border journeys for International customers. UX experience champion.Increase in business uplift of 15% as a result of changes made. Running the daily business with global stakeholders. P&L responsibility, profitability of product/proposition and business reporting to senior management. Commercialisation of the International proposition.Yearly events organisation for International Premier and Expat propositions to promote proposition increasing business. Yearly insight program to ensure proposition relevant.Global and domestic call centre experience and management. Overseeing as stakeholder to deliver SLAs.

Project managed the demised HSBC Passport and International Student Service product as part of streamlining product offering and de-risking. Successful migration of 130K customers. Implementation across 35 stakeholders in the business. Areas managed for implementation external/internal communication, migration strategy, IT, procedures, 3rd party management, credit risk and business risk. Project delivered on time and on budget. Savings for customers and company as a result of stream-lining.Designed strategy for Students, International Students and children financial products resulting in uplift of business by 20%. Running the business and managing the P & L for the product. Running periodical insight to ensure product relevant and current. INcrease in customer CSAT scores by 15%.Launched HSBC Facebook students page. Increased following from zero to 20,000 within 6 months of launch. Launched student bursary. Event/sales organisation at universities to boost sales.Increase in business by 20% YOY.

Project managed Insight to optimise the customer journey & architecture for mortgages. Resulting in uplift in revenue and improved customer sales funnel by 20%. Project managed insight for HSBC Expatriate (Off-Shore) corporate customer recruitment. Resulted in a change to customer journey, improving the customer experience and uplifting customer recruitment. Overall uplift due to recommended changes to customer journey 20%.Continuous management of complaint data (Insight) to drive change in product innovation, propositions team and business. Recommendations improved CSAT scores by 30% (Service Improvement Program)Project managed the service improvement programme. Worked with consultants to formulate strategy and implementation road map for superior service. Output was a blue print, to be rolled out and implemented over 3 years within HSBC Plc. The programme, was organised, planned and run by me. Securing buy-in from senior leaders across the business and delivery channels. Program launched successfully with 30% increase in customer satisfaction.

• Set up and led the department responsible for all complaints and related enquiries received by Customer Propositions.• Responsible for dealing with all Executive, Chairman’s office and Financial Ombudsman Service (FOS) complaints relating to bank policy.• Ensured each complaint was dealt with in accordance with the FOS and bank’s complaints procedures within agreed timescales and corrective action taken to prevent a recurrence.• Achieved a decrease in complaint compensation and case load for the bank/ Financial Ombudsman by dealing fairly, quickly and openly with all customer complaints. Decrease of 40% in complaint activity in Customer Propositions. Advisory and referral point for complaints bank-wide.• Recognised amongst peers as a Centre of Excellence in complaint handling.Improved audit quality, managed a highly and motivated team of 5 complaint handlers. Won award for team management.Utilised excellent people management skills to manage out poor performers and improve team performance.

Part of 3 personnel team looking after all aspects of HSBC Advance (Plus) (Fee Based Current Account). Initiated research and recommended new propositions. Coordinating customer insight, proposition design, implementation and on going marketing and development of HSBC Advance (Plus).• Part of a team that Re-launched and repositioned HSBC Advance (Plus) (Fee based current Account). Produced materials for new welcome pack, improved intranet site and internet site involving all stakeholders, including Best Place to Bank and Treating Customer’s Fairly. Implemented on time and on budget.• Third party liaison with stakeholders to incorporate all aspects of servicing, workflows pertaining to HSBC Advance ( Plus). Led working groups for third party liaison.• Providing and implementing differentiated telephone service for HSBC Advance (Plus). Implemented in September 2008. • Segmentation, cluster defining and targeted marketing based on segmentation. Educated stakeholders on cluster and inputted the cluster direction on National campaigns to ensure that correct clusters are targeted.• Controlled attrition and dormancy, by introducing loyalty rewards within the retention team. Reduced attrition from 5% to 1%.• Managed feedback for staff and used suggestions to improve HSBC Plus.

Manager of a 6 member strategic customer management team, project managed and implemented customer focused programs with bank stakeholders. • Set up new department to manage customers on a strategic level. Maximising value of customer interactions across all channels in order to both reduce cost and increase revenue. This included channel migration strategies. Improved cost to service per customer by a decrease of 15%.• Introduced bench marking against industry’s best, external and internal customer service levels, service level agreements between departments and companies in the banking group. Improved turn-a-round times in both areas and increased efficiency by cutting down duplicated processes.• Introduced a Customer Service Index (CSI) for the bank and finance company. Improved customer satisfaction by 70% over 3 year implementation. Customer attrition down by 60% for regrettable customers. Tied CSI with staff Key Performance Index as a measure of staff bonus and salary increment (worked in conjunction with Human Resources)• Introduced customer journey initiatives covering areas of enquiry management, welcoming customers, CRM, direct marketing, loyalty, complaint management, and customer win back. Oversaw all brochure production, mystery shopping, project managed all customer initiatives with stakeholders. All banking areas covered. Twenty successful programs implemented. Produced internal communication magazine for bank and finance companies both hard copy and intranet. Implemented one stop car finance and car insurance through call centre which generated uplift in sales of 40%.