Experienced multi-site, multi disciplined, Contact Centre leader across the UKResponsible for NatWest, Ulster Bank and RBS commercial goals for Personal Lending, Credit Cards, Account opening, Savings and Home buying.Passion for leading, coaching and developing large teams to deliver outstanding service and drive positive NPS.Protect customers from telephony fraud through monitoring, process checking and data analysis.Understand credit risk to effectively coach and lead leaders… Show more Experienced multi-site, multi disciplined, Contact Centre leader across the UKResponsible for NatWest, Ulster Bank and RBS commercial goals for Personal Lending, Credit Cards, Account opening, Savings and Home buying.Passion for leading, coaching and developing large teams to deliver outstanding service and drive positive NPS.Protect customers from telephony fraud through monitoring, process checking and data analysis.Understand credit risk to effectively coach and lead leaders to identify colleague shortfalls in personal lending against a strict framework.Prepared, implemented and maintained an effective Personal Banking Direct plan to improve performance across the key measures, cross pollinating with other departments to deliver stretching business goals. Delivered customer driven resource plans for large business operation, enhancing scheduling to be available when customers need us most.Experienced HR business owner.Ensured leaders implemented effective controls against detailed risk framework and took action to address developments, leading as required in testing and controls certification.Manage the operating budget for the largest Telephony growth Centre across multiple sites.Lead continuous improvement through local and bank wide strategies with key stakeholders.Acted as SME on products and processes within growth and service, working closely with change managers to deliver performance improvements cost effectively, efficiently and customer driven.Lead business continuity for growth, building an effective plan using scenario-based testing to support the telephony strategy and contingency.Responsible for large cost reduction initiatives including multi-site closures.Experienced in executing Contact Centre transformation using Agile methodology.Consistent delivery of Leadership and Engagement scores in excess of 88%.Strong internal and external stakeholder management.Experienced in delivering recruitment plans and campaigns across all brands. Show less