Jacqui Wilson Email and Phone Number

Trusted Advisor who enables senior stakeholders to deliver their Operational Resilience accountabilities and manage associated risks.

Responsible for co-ordinating and running the Scenario Analysis OR Programme in RBS to ensure our impact estimates are refreshed annually for inclusion in our economic capital model. I also co-ordinate the annual ICAAP process for Operational Risk.Key responsibilities:- Management of the scenario policy, co-ordination and execution of annual plan, implementation of assurance programme, updates to OR Executive Committee and ensuring PRA and Internal Audit evidence requirements adhered to. - Co-ordination, facilitation and execution of all Bank wide Scenario’s.- Operational Risk ICAAP co-coordinator – fully responsible for OR ICAAP, ensuring high quality report created and approved.- Creation and delivery of all Capital & Scenario Analysis training to all 1st Line and 2nd Line of Defence stakeholders.- Secretariat of monthly OR Capital Working Group.- Engagement with ORX for all scenario data and participation in relevant ORX working groups

I created and implemented robust Risk Framework to 2nd Line of Defence Risk Teams. I worked closely with Group Risk to ensure that we adhered to and provided assurance evidence for the risk policies of Risk assessment, Risk Appetite and Scenario Analysis. Key responsibilities:- Subject matter expert for Risk Assessment (RCA)- Focused the operational areas to move away from issue management to a risk based approach via forward looking Risk Assessments. - Provided subject matter expertise regarding OR policies to enable stakeholders to effectively manage risk.- Subject matter expert for scenario analysis, ensured we effectively updated our economic capital adequacy estimates.

Recruited into RBS to create a Risk Assessment (RCA) oversight model, using skills and knowledge from HSBC. Completed review of all RBS Risk Assessment outputs, providing feedback, coaching and training to reach required quality standards. Played pivotal role in the development of the Oversight Team by continually challenging, evolving and improving the approach to risk analysis and oversight.Key responsibilities:- Efficiently gathered detailed, hard hitting evidence to effectively challenge weak controls and risk management.- Continually challenged approach to Risk Assessment, Risk Appetite, Key Risk Indicators and the wider Risk Framework.

Management and co-ordination of the Operational Risk & Internal Control Teams in Southend and Birmingham, executed Risk Assessment for both sites, managed the Systems Support Team supporting 9k users, Secure Plastics Team, Money Laundering activities and the Staff Renumeration & Recruitment Teams.Key responsibilities:- Ensured all key regulatory requirements met for all relevant business areas in Southend, Birmingham and Leicester. - Co-coordinated all Internal and External audit reviews including Sarbanes Oxley and HSBC’s External Auditors KPMG.- Co-ordinated and executed Risk Assessment programme for Cards business, outputs of which met regulatory expectations.- Ensured that all Operational Managers supported in respect of FCA Compliance requirements.- Ensured that systems access support provided to 9k users worldwide for key Credit Card system.- Co-ordinated annual salary review process and bonus allocations for c.600 staff

A high profile and challenging role ensuring all aspects of staff information accurately recorded and actioned. Responsible for the recording, monitoring and identification of Operational Risk for HSBC Cards.Key responsibilities:- Raised profile of operational risk practices by ensuring a robust recording and reporting of all risks implemented.- Successful integration of a number of problematic HR systems to ensure all staff received accurate remuneration.- Co-ordination of Business Continuity plans for site c.1000 staff- Ensured all Information Security & Data Protection requirements adhered to

Managed a large team of credit card collectors to ensure debts collected in line with monthly and annual targets. Ensured that productivity and processes continually enhanced and completed to a high standard.Key responsibilities:- Dealt effectively with challenging staff and customers to ensure maximum productivity achieved within Team.- Effectively managed small team of administration staff to support the Management Team.- Implemented robust central tracking of productivity targets which resulted in a 100% success rate of bonus ratings delivered in a 3 year period (i.e. no grievances).

Managed the daily requirements of a front-line customer services department of 250 staff responsible for taking 15,000 customer calls per day relating to HSBC Credit Cards.Key Responsibilities: - Effectively leading a motivated team of 5 managers to ensure service levels met and excellent customer service provided 7 days a week. - Continual motivation of large numbers of staff in a confined environment by ensuring maximum involvement of individuals in key projects and marketing initiatives. - Management of 1.5m budget and associated headcount. - Co-ordinated the 1st non-BBC housed call centre for "Children In Need"

I started my career in Midland Bank in 1986 as a New Accounts clerk, in Chartwell House, Southend on Sea.After 2 years, due to lack of career progression, I left to work at Lloyds Bank in Southend, before moving to Leicester 6 months later and re-joining Midland Bank at their Merchant Services Centre. During my time in Leicester, Midland Bank outsourced parts of its business to EDS, who I transferred to for a number of years, before rejoining Midland Bank in Southend on Sea, when I returned to Essex in c. 1992.