An accomplished People Manager of 18 years experience, motivating teams to exceed sales and customer service objectives through developing, coaching and supporting individuals to be better at their jobs. Experienced in managing change within the financial services industry in both regulated and retail teams. Motivated working as part of a team or on own initiative. Have spent the last 6 years as an Area Mortgage Manager within NatWest, leading the mortgage business through the Mortgage Market Review changes, whilst growing the team from 8 to 13 mortgage advisers. Consistently delivering regulatory compliance risk, sales and service results in excess of set objectives throughout this period. Now looking for a new challenge within Financial Services Industry after leaving NatWest through compulsory redundancy.

• Performance manage a team of 13 Mortgage Advisers to deliver a balanced scorecard of results including sales, service and regulatory risk.• Act as a key point of contact for reports on a day to day basis for regulatory clarity in mortgage advice, how to ensure compliant interviews and files should be constructed and evidenced.• Observe regulatory interviews and undertake checks of submitted cases to confirm all interviews and cases were being completed in a compliant manner. Giving feedback, support and coaching where areas of improvement were identified. Following up to ensure action plans were moving things forward.• Observe individual team members on a daily basis to identify best practices to share with other team members, and give feedback, coaching and support to improve in identified areas to help them be the best they can be. As well as following up on any previous plans and actions agreed on previous visits.• Undertake regular 1:1 reviews with reportees to understand and celebrate areas of strength, and support in areas of underperformance through feedback and coaching. Following up on previous actions, testing success of these.• Maintain professional competence in the role through continuing professional development to ensure excellent levels of process and product knowledge, with regular quarterly testing passed.• Regular calls to customers to gain customer feedback to improve on going customer service, using feedback to give 1:1 individual and team feedback with coaching and support.• Monthly presentations delivered to mortgage adviser team meeting and at area manager team meetings with peers.• Collaboration meetings held with stakeholders from other parts of the business each month.

• Lead a franchise of 8 branches with 4 branch managers and 52 staff in total, using performance management tools to drive team to exceed objectives.• Develop, coach and support 4 branch managers to deliver a balanced scorecard across sales, service, risk and people through 1:1 time and branch manger team meetings, all with follow up to specific actions.• Undertake branch visits in each location to observe on the job activities and working practices across all the main areas of the scorecard, identifying best practices to share with the rest of the team, give feedback, with coaching and support where required to improve performance and help managers be the best they could be, as well as following up on previously agreed action plans.• Held regular customer adviser academies to support the front line sales team, sharing best practices and undertaking team coaching.

• Deliver a balanced scorecard in sales, service, risk and people through performance management, motivating and supporting team members through observations, feedback and coaching to develop each individual.• Check various areas where risk to the business could exist, sharing any successes and areas for improvement with the team, training and coaching as appropriate and following up to ensure risks are removed.• Undertake regular 1:1s with team members to discuss their performance against their objectives, as well as checking on their wellbeing. Setting out plans with each individual to ensure they were supported in the right areas, with support and follow up to ensure plans were successful.