Laura Oliver Email and Phone Number

Short term contract to set the strategy for Risk and Control within CIMSPA as it moves from ‘start up’ to ‘scale up’. Alongside development of ideation management and business planning processes to support clear prioritisation and support the business to deliver their strategic outcomes.

Spending time with family and some personal projects!

Leading a multi discipline team to drive and deliver strategic risk programmes, risk and control data analytics and insight and Committee governance and reporting capability, to put risk data at the forefront of the decision makers in the organisation helping them to take risks safely and at pace. Role modelling risk as an enabler, helping LBG achieve its Strategic aims at pace and working across the business to draw insights together to help decision makers.Leading the Control Strategy for Group Chief Controls Office and delivered benefits in terms of control automation, end to end embedding of risks across the customer journey, improved risk and control data as well as continuously improving our risk management processes to make Risk easier to do business with.

• Delivered risk strategies, policies and procedures to mitigate risks, enhance controls and create an environment to manage business risks securely and agilely.• Built long term relationships with colleagues and partners to provide support to the Senior Leadership Team covering all aspects of risk and control, including evaluating customer solutions and treatment strategies.• Led the approach to assessing and reporting on Risk Culture and Maturity across the business through both data and qualitative assessment.• Led and developed a team of over 30 risk professionals in all aspects of risk, control, governance and conduct risk.• Developed and led the governance approach across Group Chief Operating Office to ensure that decisions are made safely but also at pace, with risk an integral part of the decision made and clearly recorded.

Leading a department of Risk and Financial Crime Specialists to drive and embed pragmatic risk and control strategies across the organisations, enabling the business to drive forward our vision of Best Bank for Customers.

Responsible for shaping and delivering the Insurance Customer Service, Operational, Change and IT Strategy, focusing on improving the customer and colleague experience whilst achieving operational excellence and optimising business controls. The primary focus of the role is to ensure that operational and compliance / conduct risks are properly managed in our Insurance Operations business areas. Responsible for leading a team dedicated to supporting Insurance Operations in achieving its operational and strategic objectives, whilst ensuring compliance with regulation and Group Policies to ensure customers, colleagues and shareholders are protected, especially during major change programmes. I have a broad understanding of Operational and Regulatory Risk management.• Drive and embed pragmatic risk and control management across thewider customer operations agenda.• Implement and maintain financial crime and money laundering controls through my responsibilities as MLCO.• Oversight the implementation of policy compliance into the business as well as conducting gap analysis against policy• Key member of the Insurance Operations board, influencing the direction of the business and ensuring that risk is considered in the strategic decisions taken.

Challenging senior role in a business where I could inspire my team and influence others to directly contribute to bottom-line sale and profitability results. I have responsibility for strategic and tactical decision-making as well as developing and embedding a Risk Management culture within GI in order to improve the experience and service our customers receives.• Drive and embed pragmatic risk and control management across the General Insurance business.• Foster a risk aware culture within General Insurance• Champion Customer, leading the General Insurance Rectification Programme and Customer Quality and Excellence Team• Influence key stakeholders in the business and build intra-group relationships within the 3 lines of defence.• Embed the Group Conduct Risk Outcome Testing Standards across General Insurance.Leading a team of 44, driving forward the risk management agenda for the General Insurance business. In a challenging regulatory and commercial environment I have put in place key risk management and control practices in order to support the business achieve our strategy by allowing the business to take known risk in order for General Insurance to move forward. In addition I have driven and established the Customer Rectification programme in General Insurance, which addresses issues that impact our customers unfavourably. My Customer Quality and Excellence Team have produced insights into the root causes of key customer irritants under NPS and complaints which, although accepted by the business as within risk appetite, I have now changed to address these.

A general management role with full P&L and regulatory accountability for LBG £50m Mortgages personal lines Insurance business, with end to end accountability for all aspects of the value stream, across all LBG brands, through digital & direct channels. Leading a small team of sales managers directly, with a matrix management to 40 Regional General Insurance managers, across 3 UK based sites as well as home based locations to deliver the sales plan for Home Insurance through all brands of the LBG Retail Network and Mortgage Telephony. process improvement to drive incremental value to the business or provide efficiency savings, propositional development, Integration SME and B2B relationship management with other channels and product lines.• Delivered market leading propositions to the Mortgage Channel with an uplift of 20% in sales volumes.• Led PPI remediation and regulatory projects across the Mortgages Insurance P&L• Delivered improved customer experience by a number of process improvement projects which focused on what the customer wanted from Insurance.• Established the replacement sales process across all LBG Brands for Mortgage sales force delivering £13m in year PBT

Accountable for the P&L profit of Loan Protection Insurance through the Lloyds TSB Branch Network, telephony sales channel and with the acquisition of HBOS in late 2008, all associated brands. Leading the strategic direction of the account and responsible for a number of regulatory projects for PPI and miss sale complaints. I was able to build and maintain a network of cross functional stakeholders in order to deliver a number of Six Sigma process improvement projects delivering ESP savings of £550k.

Various account manager roles managing the commercial relationship between General Insurance and the Retail Division for Personal Loan and Mortgages Insurance.

Accountable for the development and execution of the people plan agenda within my business partnered area. This encompassed attrition management, colleague environment, organisational design including reward and recognition development.

Charity based Nursery that is committee led.