I lead a team to deliver a strong client/customer experience on relevant engagements, in an efficient and effective manner with a right first-time approach. The role will involve working with other teams within the engagement and the Operations Support team so the ability to build and maintain internal networks will be key to the success of the role.I manage 4 different streams of work. I ensure that we have sufficient levels of resource to meet our SLA’s. I ensure that there is oversight of the work carried out to measure that quality of the work that my team produce. This allows me to catch my people doing their job right as well as identifying some key learning. This provides confidence to our business that my teams were delivering a high level of quality. I manage the MI for my team to measure performance on a daily, weekly and monthly basis. I use this to report the output of my team and also to plan ahead for any potential challenges that present themselves. I deliver monthly performance MI to my teams to allow them to be updated on their deliverables which are reviewed at monthly 1:1 sessions. I create a team with a high level of morale. I am very focused on mental health and a work life balance and have regular conversations with my team to ensure that we have strong communication and also create an environment where I am available for my people.

I lead, develop, coach and inspire a team of Mortgage Underwriters who analyse and interpret a range of information to ensure we act as a responsible lender whilst delivering an outstanding customer service.My team are responsible for reviewing and assessing mortgage lending propositions which fall outside of standard lending criteria whilst keeping our customers fully appraised of progress and requirements. Underwriting decisions are quality focused and display a balanced commercial and customer centric view. I am the principal point of contact for our clients Mortgage Credit Risk team and work closely with them on the application and refinement of the Mortgage Credit Risk policy.I have supported areas including the customer relations, mortgage pre-completion and collections where there has been performance issues and low staff morale. I have successfully increased the performance levels of these teams and improved staff morale by understanding the reason for the issues and providing the required level of support to ensure that the team members have the opportunity to succeed and have an appropriate level of support. I have implemented a pathway to green which addresses performance issues and addresses any gaps in process. Colleague retraining was also provided where required. An achievable timeline was then set to bring the performance level back to what the business expects. Support for these areas have been delivered whilst continuing to manage my underwriting team.

I lead a team of T&C Advisers to ensure that appropriate colleague oversight is achieved and the principles of TCF are consistently embedded. I allocate work across the team to ensure optimum efficiency, productivity and adherence to the T&C matrix. I closely monitor team outputs in order to identify variances, and then working closely with the T&C Manager, Compliance and Operations, to make recommendations for remedial action. This is undertaken thorough oversight to ensure that each team member’s output is assessed and verified, with a view to achieving consistently compliant quality checks. I a point of escalation and subject matter expert for team members and colleges within the wider operation. I keep abreast of regulatory and procedural changes. I also maintain and create dashboard reports relating to training and competence. I support and deputise for the T&C Manager.

The key purpose of the role is to support the Quality and Risk Manager to deliver independent oversight and reporting on the quality of advised mortgage sales. I maintain an appropriate level of technical knowledge and process knowledge of the advised sales process in order to quality check that the mortgage advice process has been followed effectively and that the customer needs and requirements were fulfilled in a compliant manner.Through effective oversight and feedback on completed cases and files, I support the delivery of quality advised mortgage sales and they will champion the identification of opportunities to make the process better aimed at improving the customer and colleague experience.I support Senior Management in creation and maintenance of dashboard reports relating to quality and operational risk

Leading two teams, who are vital parts in the success of the delivery of service to a blue chip outsourcing client. This role includes a high level of coaching and development to ensure that customer satisfaction is delivered and any dissatisfaction is investigated and actions taken to resolve these. A good understanding of the core products and our business model ensures key business goals are achieved

I am responsible for supporting and motivating a sales team who assist customers via with incoming/outgoing calls. I create regular incentives (where required) to drive additional performance in the team. I also manage administration tasks such as ensuring adequate staff levels to cover for absences, holidays and peaks in workload, daily reports, and order processing. I manage escalated queries and complaints efficiently and quickly, ensuring that these are resolved to the satisfaction of the customer and the business, ensuring that the route cause of any errors are identified and actions are put in place to prevent any future errors.

Accountable for the delivery of key objectives through a range of project work and people management. KPI’s achieved in compliance, sales performance, customer retention, coaching, and performance management. These were achieved through gaining a clear understanding of the industry and using my skills considers the needs of the business, the customer and my people. This ensured that customers were treated fairly and the engagement of my people was maximised

Delivery of the collections Key Performance Indicators through both innovative and proven methods. Proactive management of bad debt through delivery of financial solutions, which balance the needs of our bank and of our customers. Management of product portfolios through various communication channels both UK wide and in our global sites. I have a positive influence on my performance through clear goal setting and having structured and consistent coaching and development in place for of my people. Treating Customers Fairly and Best Place to Bank strategies are at the heart of our operational process and practices

Accountable for the leadership and performance of 90 Customer Representatives, the Service Quality Team and 8 Managers in a fast paced and constantly changing environment. Delivering a high level of customer service and generating income for the business through maximising opportunities to make or save customers money through first direct products.

I successfully managed of six Team Managers and 60 Counsellors, delivering a high level of customer service, whilst taking every opportunity to manage bad debt and generate income for the business. I provided guidance and leadership to my managers and counsellors to ensure that there was a personal development strategy in place for each member of my area and to ensure that every opportunity was maximised to meet the needs the business and our customers

Leading, managing and motivating a team on 12 Lending representatives and 5 Team Leaders within an inbound department to achieve and exceed agreed business and customer service targets.

Revolutionised the team by designing a set of objectives and providing a structure in this team. This increased the knowledge, confidence, customer service and productivity of new trainees joining the sales and service teams within the business

Development of team performance through coaching and support to achieve performance objectives and delivery of a high level of customer service, enhancing the customer’s experience and generating income for the business through the promotion and selling of products to our customers

I provided a fast and efficient telephone based banking service to my customers, ensuring that every opportunity was utilised to spot potential ways to make or save my customers money