Jeff Wilkinson Email & Phone Number

London, GB

London, GB

• Leadership of the UK Transformation Function: Lead a team of 650 professionals distributed across the UK, Poland, and India. As a member of the Wealth & Personal Banking (WPB) UK ExCo, lead the Value Stream based.
• Strategic Investment Management: Full ownership and control of the Value Stream Investment Planning (VSIP) process for WPB, overseeing a substantial annual investment base of c.$350 million.
• Shaping Long Term Strategy: Play a key role in developing and executing various elements of the long term strategic vision. Influence and navigate a diverse group of both local and global ExCo stakeholders to gain.
• Governance & Information Delivery: Established and maintain a resilient governance framework for WPB, including the coordination of ExCo meetings. Ensure strict adherence to the Change Framework and all governance.
• Strategic Oversight & Execution: Full responsibility for strategic oversight and control, orchestrating the scoping and execution of change initiatives. Successfully manage group aligned programmes, strategic changes.
• Strategic Design Authority: Took charge of strategic design authority, ownership, and management of the change runway within WPB.

London, GB

• Customer Channel Innovation: Directed the design, development, and strategic roadmap of a range of new and emerging customer channels, including Conversational IVR, Chat Bot, Customer Chat Channels, Self Service ATM.
• Holistic Management: Assumed full ownership and accountability for crafting and executing the operational strategy, as well as the day to day management of complex customer channels. This included establishing and.
• Workforce Transformation: Orchestrated initiatives to align the WPB workforce with evolving needs, achieving headcount & FRP goals by cultivating new capabilities, such as process automation, job family design and.
• Agile Cultural Leadership: Led a transformative shift towards an agile culture, significantly enhancing the speed of delivery to the market. Drove close collaboration with technology and business teams to achieve this.

London, GB

• Strategic Leadership: Oversaw change and transformation for Everyday Banking consumer products within HSBC & First Direct brands.
• Budget Management: Managed the change budget and prioritisation process, improving customer journeys and enhancing the overall customer experience.
• Key Contributions: Delivered vital transformations to Customer Lifecycle Management, Account Opening, and Account Servicing journeys, including PSD2 related changes.
• Data-Driven Strategy: Executed a data based strategy using Net Promoter Score (NPS) evaluations to prioritise change demands and drive customer journey enhancements.
• Operational Efficiency: Led simplification and rationalisation programmes for complex customer journeys, substantially improving customer experience, boosting colleague engagement, and generating cost savings via.
• Collaborative Approach: Created close collaboration with technology and operations teams to establish a clear vision, define business requirements, and streamline the prioritisation process. Maintained a daily rhythm.

London, GB

• Innovative Leadership: Led a team of 120 Change Management professionals with a comprehensive transformation focus spanning technology, property, and organisation design. Created a culture of innovation and creativity.
• Commercial Strategy: Facilitated the development of robust commercial business cases to drive organisational value. Led internal and external commercial discussions via cost board and supplier interactions, securing.
• Cost Saving Initiatives: Successfully delivered sustainable annual £MM cost savings through digital automation and streamlining processes across customer channels.
• Estate Optimisation: Consolidated estate costs through setting the strategic direction of the retail property estate, downsizing, mergers and new formats.
• Effective Stakeholder Engagement: Maintained direct communication with regulators, unions such as the Financial Conduct Authority (FCA), Lending Standards Board, Unite, and key internal stakeholders across HR.
• Key Achievements: Notable accomplishments including Self Service estate development, digital journey automation, property estate optimisation, payment switch transformation, and large-scale operations organisation.

London, GB

• Change and Implementation: Provided leadership to a team of 50 Change Delivery Managers, overseeing change readiness, user acceptance testing, and the seamless packaging and delivery of transformational change across.

London, GB

• Digital Channel Advancement: Played a pivotal role in accelerating the establishment of the “Digital Channel” within HSBC UK. Led the charge in driving the digital adoption of innovative technology solutions among.
• Global Impact: Extended support to other HSBC markets by sharing expertise in delivering similar digital transformations, thus facilitating consistent digital growth.
• Operations Enhancement: Achieved significant business outcomes by transforming sales productivity, rationalising costs and enhancing customer experience.

London, GB

Led a large team of c. 350 managers and frontline operations colleagues within Central London branches across Retail, Wealth and Mortgages delivering the Financial Reporting Plan.

London, GB

Senior leadership talent programme rotating across several frontline operations roles leading large teams and branches across the UK.

London, London, GB

London, UK, GB

London, UK, GB

Bachelor Of Science (Bsc), First Class (Hons) - Geography

Chartered Associate (Alibf)

Bachelor Of Science (Bsc), First Class (Hons) - Banking Practice & Management

Diploma In Higher Education - Financial Markets & Management, Bsc (Hons) Banking Practice & Management

A Levels: Geography (A), Biology (A), Business Studies (A). Gsces- 10 Including Maths And English