Responsible for a service delivery operation handling outsourced recruitment for Royal Mail Group.Sponsorship and programme management of a range of service and process improvement projects created to drive improvement through the employee to customer value chain. Created and implemented customer focussed business strategy plans to develop relationships with key client/customer stakeholders to drive business volumes.Implemented an operational management infrastructure including processes for effective people management, coaching and team development.Increased operational performance by c15% on a constant cost base over a 4 month period with a peak delivery at 200% of baseline over the Christmas period.Increased compliance to regulated recruitment processes from 65% to 95%.

Responsible for change management, first line business assurance and learning & development across Nationwide’s Commercial Lending Division.Interaction with executive leadership to agree and prioritise change delivery in response to influences such as internal and external policy, quality control output, risk incidents and customer feedback.Creating operational strategy to link issue identification to change delivery and implementation through training.Leading operational teams in each area of responsibility.Managing key stakeholder relationships internally such as Risk Management, Treasury, Finance and HR.Leading external supplier relationships with specialist trainers to design and deliver tailored learning & development for identified skill gaps.

Responsibility for the change management function of Nationwide’s Social Housing funding division.Implementation of a programme of process design and improvement, responding to Internal Audit and Compliance reviews.Leading the resolution of Operational Risk issues and making improvements to mitigate potential risks.Acting as the lead Complaint Manager for the area to co-ordinate responses and link root cause analysis to business improvements.

Creation of efficiencies in business hand offs through process and system enhancements, based on customer and employee feedback.Improvement of cross-divisional interaction through the design and implementation of a relationship management framework.Construction and delivery of a supporting, multi-channel communication programme to a cross-site business division.

Leading various teams in multi-channel inbound and outbound sales and service contact centres.