From FLM Programmes to ELP Programmes I support a broad spectrum of businesses to provide coaching, mentoring and access to learning. Deliver engaged and productive workforces to impact positively on the business goals and objectives. Support and build a culture of effective feedback where people are encouraged to grow in order to provide outstanding customer service every time. Provide coaching and mentoring for future managers to Executives, deliver world class workshops & development… Show more From FLM Programmes to ELP Programmes I support a broad spectrum of businesses to provide coaching, mentoring and access to learning. Deliver engaged and productive workforces to impact positively on the business goals and objectives. Support and build a culture of effective feedback where people are encouraged to grow in order to provide outstanding customer service every time. Provide coaching and mentoring for future managers to Executives, deliver world class workshops & development programmes and offer consultancy services on visions and strategy, cultural and transformational change. Show less

Working with a broad spectrum of businesses to provide coaching, mentoring and access to learning. Deliver engaged and productive workforces to impact positively on the business goals and objectives. Support and build a culture of effective feedback where people are encouraged to grow in order to provide outstanding customer service every time. Provide coaching and mentoring for future managers to Executives, deliver world class workshops & development programmes and offer consultancy services… Show more Working with a broad spectrum of businesses to provide coaching, mentoring and access to learning. Deliver engaged and productive workforces to impact positively on the business goals and objectives. Support and build a culture of effective feedback where people are encouraged to grow in order to provide outstanding customer service every time. Provide coaching and mentoring for future managers to Executives, deliver world class workshops & development programmes and offer consultancy services on visions and strategy, cultural and transformational change. Show less

A voluntary NED appointed as Vice Chair April 2019 and as Chair in October 2020.Additional responsibilities include providing support to The CEO in delivery of financial services, Human Resource and Performance Coaching to achieve business goals.

Business consultancy, Business Planning, People and Performance Management.

Performsnce Director who spearheaded a face-to-face strategy to deliver protection and Life Insurance products to personal customers making it the most successful business area in the UK while as an integral member of the executive board with the 3rd party provider. Talent spotted, recruited and trained a further 30 consultants in 2015 to create the largest and most successful region in the face-to-face distribution channel. Other Regional Director duties included:• Generated an increase… Show more Performsnce Director who spearheaded a face-to-face strategy to deliver protection and Life Insurance products to personal customers making it the most successful business area in the UK while as an integral member of the executive board with the 3rd party provider. Talent spotted, recruited and trained a further 30 consultants in 2015 to create the largest and most successful region in the face-to-face distribution channel. Other Regional Director duties included:• Generated an increase in contribution from £2m up from £10m • Collaborated effectively with the risk team to attain a 97% compliance score by embedding the culture of ‘always doing the right thing for the customer’• Tasked as a subject matter expert for the wider protection business, internally for products and externally for providers, while ensuring all processes and systems were fit for purpose for customers and staff Show less

Headhunted to transform the protection direct contact centres across the UK delivering a turnaround in just 15 months and raising business compliance standards by 40% to ensure the right customer outcomes. Obtained executive approval for a self-devised business case to invest in 2 sites in Bristol and Edinburgh for the telephony and informed choice proposition. Determined and led the transformation and change programme for protection ensuring customers would be protected through the channel… Show more Headhunted to transform the protection direct contact centres across the UK delivering a turnaround in just 15 months and raising business compliance standards by 40% to ensure the right customer outcomes. Obtained executive approval for a self-devised business case to invest in 2 sites in Bristol and Edinburgh for the telephony and informed choice proposition. Determined and led the transformation and change programme for protection ensuring customers would be protected through the channel of their choice and became an influential member of the 3rd party provider’s executive board to influence a product and proposition that was customer centric. • Delivered 100 on-boarded and authorised consultants attaining £5m a year uplift in benefits• Developed new monitoring and reporting systems for customer outcomes with the compliance monitoring team to deliver an uplift of 40% and taking the business to over 90% risk compliant to keep customers safe• Influenced business leads in embedding the culture of ‘always doing the right thing for the customer’ Show less

Senior Delivery Manager who delivered a new specialist financial advice manager UK support centre to support the end-to-end customer journey using controlled programme activity to meet with a change in FCA requirements. Delivered an adviser support team to specialist financial advice as part of a new operating model. • Enhanced relations between change and senior leaders to identify and implement service improvements by applying Lean methodologies releasing a capacity of 20 FTEs across 3… Show more Senior Delivery Manager who delivered a new specialist financial advice manager UK support centre to support the end-to-end customer journey using controlled programme activity to meet with a change in FCA requirements. Delivered an adviser support team to specialist financial advice as part of a new operating model. • Enhanced relations between change and senior leaders to identify and implement service improvements by applying Lean methodologies releasing a capacity of 20 FTEs across 3 sites • Provided vastly improved customer experience, performance and growth Show less

Senior Transformation Manager with the overall remit to deliver an intuitive management tool that positively impacted the service delivery to over 7,000 high net worth customers within 12 months by guiding a national business change team comprising of 15 managers.

Head of Service who developed a service framework and supporting management tools to embed a cultural change across the division in liaison with the Managing Director of Private Banking and the senior leadership team. Managed and maintained the external relationship with the service provider and provided endorsements for them to become the sole provider across RBS and NatWest Retail. • Developed and delivered a 12 month customer satisfaction survey project ahead of time and £500,000… Show more Head of Service who developed a service framework and supporting management tools to embed a cultural change across the division in liaison with the Managing Director of Private Banking and the senior leadership team. Managed and maintained the external relationship with the service provider and provided endorsements for them to become the sole provider across RBS and NatWest Retail. • Developed and delivered a 12 month customer satisfaction survey project ahead of time and £500,000 under budget, duly recognised by the Head of Customer Experience • Coached, influenced and supported senior stakeholders to overcome resistance and develop capability Show less

Regional Director responsible for the largest region within RBS with 638 staff and 8 Area Directors and a focus on customer service and developing a people and performance management culture that exceeded objectives.• Billed as the best performing region across the UK in all measures of the business scorecard

Senior Area Manager who transformed the lowest performing area within the region in 2004 into the best improved area over 2 consecutive years by introducing a dynamic and inspired culture managing performance.

Previously employed to focus on branch-based retail banking customer service roles before moving into HR, risk and operations prior to 1999 and attaining numerous accolades. Accolades Top Area Manager / Senior Area Manager in the UK across all measures - attended a recognition conference in Lisbon Recognised for the best plan executed to deliver on an increase in business measures in Half 1 - attended a recognition event in Athens