Creating a new and harmonised strategy for the management of 3rd party suppliers, enabling great customer outcomes, a consistent approach, compliant processes, reporting and oversight

 Delivered 1st-line risk requirements on project for the longstanding book, with new strategic partner Diligenta, supporting due diligence process, with focus on Customer Treatment and vulnerability. Ensured alignment to internal risk appetite in the pre-contract stage, identifying and resolving issues when leading the stress-testing activity. Developed and authored the new Insurance Conduct Policy, adopted for all new acquisitions. Managed a team of 10, responsible for delivering the conduct strategy programme across LBG Insurance, ensuring its customers are integral to all aspects of the business.

 Responsible for leading, driving and delivering major strategic change initiatives in line with the five-year operating plan, in conjunction with a broad set of cross-divisional stakeholders. Shaped future roadmaps, contributing to proposition design, whilst maximising the impact on delivery and ensuring the end-to-end journey was suitable for both customers and colleagues. Provided oversight and management of TSB separation from LBG, ensuring due diligence was applied to enable the smooth transition of 4m customers, 600 branches and 5,000 colleagues. Proud to have played a prominent part in the delivery of XO Protection online and Scottish Widows Protect – providing customers with financial security through their preferred distribution channel. Led successful delivery of Scottish Widows protection products into Halifax and Bank of Scotland mortgage channels within nine months. A key achievement, affecting more than 10m customers, who were able to use the new products to cover their borrowing and protection needs.