Lead the flagship branch team to deliver an outstanding customer experience. By creating a culture within the team of "Members are everything" I can harness standards of high expectancy in customer experience. I engage the team throughout the day and provide timely feedback and coaching to keep the standards high.By delivering a truly top class experience to our members it gives us the license to ask for referral business from them. This has resulted in many new members joining the society.Having created a culture of care for our members it has driven record account opening and record new funds to the balance sheet.Passionate around continuous improvement and finding new ways to make things better for our staff and members. I have implemented different initiatives into the branch to make it operate more efficiently to the benefit of all stakeholders

Delivered an outstanding experience to passengers at all times. My service score sat at 4.9 out of 5 consistently throughout this role .I would organise my patterns of work to hit demand and drive profit. I completed extensive research on the area I worked in to understand different routs when challenges arose. This impressed passengers greatly and regularly received tips on the back of geographical knowledge of the area and getting passengers to their destination on time

Recognised for multiple successes within NatWest Group, this included selection for multiple promotions and secondments, repeatedly transforming financial performance and embedding successful cultures. This culminated in promotion into the Area Premier Manager role involving leading 12 Premier Banking Relationship Managers and overseeing the Central and East Midlands region which involved circa 8,500 customers. Maintained full net promoter score control, maximising results in relation to commercial, customer, risk and people targets. Delivered a first class customer experience through collaborating with personal banking, Underwriters within mortgage lending, Commercial Relationship Managers, business teams, support teams, Personal Mortgage Advisers, Wealth Investment Managers, customer service teams and branch networks.Networked to acquire ongoing new business opportunities, increased team performance through focusing on continuous development, implemented effective operational improvements around customer satisfaction and efficiency, achieved outstanding sales and the top net promoter score, transformed performance in relation to a Relationship Manager who went on to become the UK’s number 1 mortgage provider for 3 consecutive years and gained respect for boasting the best employee engagement scores on a national basis.

Successfully managed and coached 12 Bank Managers across the East Midlands region, transforming the previous lack of engagement and collaboration. Managed 15 branches and 150 indirect reports, driving and delivering success through a seamless transformation of the region from the lowest performing in the UK to one of the most successful, using expertise in coaching and the movement of key senior employees. Delivered the full management remit effectively, overseeing the scorecard including commercial, customer, risk and people agendas, increasing engagement throughout bank sectors to improve the customer experience and managing branch closures including redundancies.Respected for achieving the best employee engagement scores with the UK and the most improved financial performance.

hosen by the Managing Director to develop and deliver a high-performing culture and significantly transform financial performance across the region. Successfully supported the Managing Director of the Branch Network, introducing strategies to drive financial growth and increase customer acquisitions. A role that involved report and plan development for executive board level presentation, transforming and enhancing performance within new and existing Area Managers which improved scorecard performance. Worked closely with external competitors to secure business improvement insight and successfully delivered commercial uplift against the previous year.

Delivered immediate impact through the highly successful leadership and coaching of 12 Bank Managers throughout the East Midlands region, managing 14 branches and 150 employees and playing a critical role in maximising performance. A role that involved scorecard management encompassing commercial, customer, risk and people agendas, collaborating with bank sectors with a focus on new business opportunities, profit increasing and the customer experience and delivering key change projects such as branch closures encompassing employee relocation and redundancy procedures. Gained a wealth of recognition for results, resulting in achieving the best employee engagement scores and winning “Best Area Manager of the Year” and selection for multiple global trips and dinners.