Responsible for dealing with Business' and distributing Government Grants during the COVID pandemic.Assessing, reviewing and corresponding to Business' for their grant application, ensuring the correct paperwork is submitted to avoid fraud and to confirm eligibility.Using the NKDC finance systems to accurately pay out COVID grants.Over £38 Million distributed with over 7500 payments to 2232 unique business' including ensuring that all discretionary funding was fully utilised of over £5.3Million.Liaising with the Department of Business, Energy and Industrial Strategy (BEIS) with all pre and post application checks, including full reconciliation of all grants paid.Initial 6 month temporary contract extended to nearly 2 years due to the quality of work completed.

• Hold accountability for the dealership, including driving up sales revenue and the performance of a team of 13 Sales Executives; an improvement in finance/insurance products performance has been seen since commencement. • Encourage, develop and motivate staff towards achievement of targets and drive productive discussions with customers related to non-regulated products.• Ensure that every customer is aware of the finance products offered and insurances in support of attaining showroom objectives.• Lead by example on customer service excellence and take responsibility for ensuring that every customer has a fantastic experience.• Accurately record the sales of vehicles, finance and insurance taken; analyse management information to identify and address areas for improvement;

• Expertly supported senior management with various work streams to maximise effectiveness of different roles in support of organisational goals. • Launched and facilitated two separate capacity reviews that analysed the working activity of 35 Mortgage Advisers and 26 Local Mortgage Managers.• Presented findings to the Mortgage Directors of BoS, Lloyds and Halifax to inform strategic direction of all 3 brands with an expectation that the roles assessed become more effective and prioritise key aspects of their roles.

• Worked with 8 Local Directors and 100 Bank Managers across the East Midlands Region to improve customer experience and better meet customer needs. • Played an integral role in implementing solution in specific branches / groups within personal remit; this impacted 1.3 million customers in the region, with 16 million customers nationally. • Enhanced the way advisers explained products to customers; increasing the pass/fair rate of calls across the region from 50% to 75% in a 3-month period, and becoming the top region nationally.• Instrumental in local successes in pass/fair rate of calls, including increasing Lincolnshire from 0% to 95% and Humberside from 40% to 94% in 6 months; the first groups nationally to achieve the standard of 90%. • Assessed selected branches within the Group to scope and identify a solution strategy; producing a scoping report and agreed target improvements; and monitoring results.• Supported execution of improvement plan: increasing awareness of conduct risk issues through communication and training; observing/debriefing adviser interviews; liaising with key stakeholders; and mentoring Branch Managers. • Successfully addressed performance issues e.g. at Hunslet branch whose sales points increased from 63% to 102%.• Made a vital contribution to Boston branch achieving 124% on personal loans within 4 weeks from 74%, and Grantham branch increased the number of lending appointments in advisers’ diaries from 10 to 28 in the same period. • Leveraged customer experience e.g. Harrogate branch, which improved the customer net promoter score from 34 to 50, and improved customer contacts by advisers on the phone from 19 per adviser per week to 47. • Chosen as national charity champion, the team of Consultants achieved 500% of fund raising target and 200% of hours volunteered target.• Effectively introduced the Customer Excellence Framework into branches and highlighted benefits to both branch teams and Local Director Teams.

• Coached/developed the Branch Manager and team in the “One Best Way” of running a branch based on six sigma/lean management. • Leveraged consistently increased sales performance, higher customer service levels, effective risk management, better colleague development and good leadership at each branch.• Awarded recognition on several occasions, e.g. attending the Paralympics, for taking on additional responsibility in addition to supporting own remit of five groups of branches.• Played a fundamental role in the ranking of two out of five groups of branches covered in the top 4 nationally (out of 120 groups) for sales performance.• Won Business Design recognition award for implementing the monthly "Simply OBW" document across different Regions to improve communication to colleagues. • Successfully embedded the "OBW toolkit" in many branches evidenced by uplift in performance e.g. Kirkby-in-Ashfield which increased sales volume from 82% to 120% and sales points from 86% to 100% in a 5-week period.• Personally provided holiday cover and ran different branches as a Bank Manager to evidence "I could do, as well as coach" and always achieving at least 100% in sales performance.• Effected a full branch visit programme for 60 branches, assessing with a pass or a fail in 12 areas, leaving actions to improve and re-assessing them after 6 months. • Held accountability for reporting to senior management on detailed findings/recommendations after each visit.

• Took the lead on coaching/developing 15 Financial Advisers, 15 Mortgage Advisers and 10 Bank Managers to attain competent standards in their respective T & C schemes by ensuring all supervisory activities were completed. • Established a low risk team of Financial Advisers who were consistently 2nd / 3rd in the area (out of 16), with lowest average risk points.• Oversaw Bank Managers to ensure that all risk activities were completed satisfactorily; supported the Local Director with day to day risk activities; and coached Financial Advisers to achieve sales to required standards. • Appointed Subject Matter Expert for Bancassurance & Mortgage issues from the Financial Advisers and Mortgage Advisers / Interviewers.• Awarded an Area Recognition Event in 2005 for services to the Group.

• Met customers’ needs with appropriate regulated products by giving suitable financial advice.

• Provided excellent customer service by meeting customer’s financial needs in non-regulated areas, including mortgages and referrals to Financial Advisers for regulated areas.