Jonathan Couch Email & Phone Number

England, United Kingdom

Chatham, Kent, Gb

Responsible for the tactical and operational delivery of the Group’s Communities Impact Strategy aligned to the Group’s Purpose, Vision and Values, and the UN Sustainable Development Goals.

Chatham, Kent, Gb

Responsible for the Charter Savings Bank and Kent Reliance savings brands, associated external partnerships, and internal and external communications.Develop and deliver the marketing, communications, social media and engagement strategies for the D2C and B2B savings brands.Coach and manage a team of communications experts, providing both strategic and operational leadership across both brands, utilising the skills of design and digital specialists through a matrix-management structure. Work alongside major stakeholders to drive growth, delivering commercial success by targeting the best use of budget to improve cost of funds and margin management. Marketing & Communications: Own all web content, direct customer communications, social media channels, surveys, articles, newsletters, PR and all marketing campaigns. Developed a clear vision for the Charter Savings Bank brand supported by an excellent customer experience, delivering a distinctive and admired brand. Sponsorship: Deliver new partnerships to increase brand awareness, consideration and value. Manage activation and measurement of all partnerships. Created and implemented template for sponsorship management including contractual terms and measurement. Identified tax benefits to realise sponsorship-related financial benefits.PR and Media Relations: Implemented an online content and media engagement plan. Ensure the PR strategy is aligned with business initiatives and coordinated closely with the wider product teams.Digital, Social Media and Marketing Campaigns: Responsible for online channels and social media activity. Defined the social media strategy alongside the dedicated Social Media Manager.Commercial Delivery: A key member of a specialist team that applied for a banking licence and launched Charter Savings Bank. Managed contact with specialist advisors, including budget control and invoicing for services supplied throughout the application.

Key member of specialist project team that launched Charter Savings Bank.Banking Licence Application – Charter Savings Bank:Project managed successful application to the Prudential Regulation Authority (PRA) for a Variation of Permission for ‘Accepting Deposits’ and ‘Dealing in Investments as Principal’ for treasury purposes.Identified and managed key milestones of the application process.Managed contact with specialist advisors, including budget control and invoicing for services supplied throughout the application.Application Documentation:Designed a professional documentation style that ensured clarity and ease of understanding, delivered with maximum visual impact.Responsible for writing, assessing & copy-editing information provided by all subject matter experts within specialist business areas.Maintained the integrity and consistency of all application documentation including: • Regulatory Business Plan (RBP)• Internal Capital Adequacy Assessment Process (ICAAP)• Individual Liquidity Adequacy Assessment (ILAA)• Recovery and Resolution Plan (RRP)• Contingency Funding Plan (CFP)and all official application forms with associated evidence including:• Core Details• Supplement for Banks• Owners and Influencers• Disclosure of Significant Events• Controllers Appendices• Form A (Application to Perform Controlled Functions)Compiled responses to all questions raised and clarification requests received from both the PRA and the FCA.

New York, New York, Us

Negotiated changes to service levels and operational costings, and influenced the adoption of new procedures required as part of the divestiture programme to ensure efficient and compliant operation of the mortgage portfolio. Designed, trained and implemented re-engineered processes within the Call Centre and Operational areas in both the UK and offshore.

Researched and recommended implementation of wider insurance strategy, adding new revenue streams for the business where none previously existed. Managed successful tender process for new creditor insurance products, whilst analysing and adapting existing operational processes for the withdrawal of the existing insurance product and migration to the new policy provider. Managed relationship with affinity partner to ascertain product structure and rewards programme for the launch of a premium credit card proposition.

New York, New York, Us

Ensured delivery of the mortgage business P&L contribution and achievement of new lending targets in line with agreed forecast for multiple mortgage channels, in support of the strategic business plan. Managed £2bn back book of Legacy products including mortgages, secured loans and associated insurances to maintain value and to limit risk to the portfolio. Analysed and reviewed competitor offerings and customer expectations in terms of products, pricing, and channel delivery, and adapted Egg and Future Mortgages propositions to deliver sales strategies. Relationship Manager for third party companies including Lloyds of London consortium and BPO service providers in the UK and in India.

Swindon, Wiltshire, Gb

Designed and developed new products and marketing campaigns to address the needs of target customer groups. Researched the competitive environment within market segments and recommended pricing and positioning strategies to maximise commercial potential.Worked with Credit Management to ensure that risk versus return for each product was maximised. Created individual sales plans for Business Development Managers, and managed sales performance against forecast.

Developed new propositions in response to customer research and feedback.Introduced measurement tools that, through careful analysis of data, identified areas requiring improvement.Created a Customer Process Model with associated process maps detailing the full end-to-end customer journey in readiness for sale of the company and subsequent due diligence requirements.

Gb

Responsible for development of new products and processes for sales, processing and servicing areas.Developed relationships with third-party partners, and influenced/guided cross-functional improvement projects. Developed communication strategies alongside the Marketing department, to deliver volume applications in line with corporate objectives.

Gb

Improved existing operational processes and procedures exceeding cost-saving and avoidance targets, and created new ways of generating revenue, for all products and channels using 6 Sigma methodology.Created and implemented complaint resolution processes for UK business, and successfully adapted them for the French contact centre.Project managed the scoping, design, testing and implementation of automated fraud prevention software and associated operational processes.

Gb

Managed teams within a multi-media contact centre consisting of one hundred and sixty-eight Associates and Team Leaders, with personal responsibility for 49.5 FTE multi-skilled telephone and e-mail Associates and 5 Team Leaders.Created and managed a Customer Relations Department.

Managed recruitment projects and campaigns for Home Finance Business Unit.Influenced decision-making as a member of the Prudential Corporation recruitment committee responsible for selection of the UK-wide recruitment advertising agency.Negotiated recruitment contracts with external recruitment agencies. Briefed advertising agencies to create effective recruitment advertising.

Leader of a team of Customer Relations Co-ordinators, Telephony Investigators and a Malicious Call Bureau.Compiled data and reported to OFTEL for inclusion in their published comparison tables on customer service and complaint handling in the telecoms industry.Designed and implemented the standard operating policies and procedures for the first Malicious Call Bureau in the UK cable industry.

Diploma, Sponsorship

Cipr Professional Pr Certificate

Award In Digital Copywriting

Certificate In Insurance, Household & General Insurance

Ma, Literary Studies

2:1 (Hons), English Language & Literature