• Developed and implemented contingent workforce strategies to meet client-specific needs and business objectives. • Conducted market analysis to identify cost-effective and high-quality talent sources. • Managed relationships with staffing agencies and third-party vendors to ensure compliance with SLAs and contractual agreements (MSP, Payroll, Background screening). • Implemented processes and tools to track contingent workforce performance and compliance. • Advised clients on legal and regulatory requirements related to temporary staffing and independent contractors. • Collaborated with HR and procurement teams to optimize workforce planning and cost management. • Led projects to integrate HR technology solutions for improved workforce management. • Prepared and presented detailed reports on workforce trends, performance metrics, and cost analysis. • Oversaw a contingent workforce of 600-800 employees, ensuring alignment with organizational goals and compliance standards. • Developed and implemented training programs for contingent workers, enhancing productivity and compliance. • Managed the end-to-end recruitment process for contingent roles across various departments.

• Managed c50 direct reports ranging from temporary employees to experienced team members. • Planned, organized, and improved the end-to-end recruitment journey for the department. • Ensured SLAs targets met for over 30 processes, from Leasehold to complex mortgage complaints. • Acted as a point of contact for team members, addressing concerns and providing support. • Attended weekly forecasting and planning meetings in line with ActiveOps methodology. • Conducted performance reviews and provided constructive feedback to team members. • Supported services provided to customers and stakeholders by ensuring all faults/incidents logged, user access requested, and system downtime managed as a team. • Coordinated training and development programs to enhance team skills and performance. • Engaged with Project & Change teams to implement new EUC’s/iForms, enhancing customer journeys. • Conducted analytical reviews of various work streams to ensure the right resource allocation and identify trends in volumes. • Foster a positive and inclusive team culture, promoting collaboration and innovation. • Facilitate regular team meetings to ensure clear communication and alignment on priorities. • Attended morning DCP’s to discuss operations at a wider scale, ensuring operational targets are met. • Managed resource sharing to maintain skill sets and ensure effective routes to competency. • Ensured governance and control to meet QC/QA KPIs and compliance standards.

• Training over 50 new starters on core processes, working closely with our Telephony and Chase up teams to ensure minimal knowledge gaps and effective cross training with the utilization of ‘subject matter Experts’ throughout the teams. • Training existing employees up to an high standard in complex processes eliminating any key man dependencies. • Building relationships with Key Stakeholders around the business ensuring the movement of processes was both effective and orchestrated to not interrupt departmental SLA’s. • Quality assurance/Quality checking within the team to ensure accuracy of recently implemented processes from Personal Loans onto CST5.

• Working to the pressures of strict deadlines involving challenging same day SLA's • Support CIA’s with various projects including, documenting processes, mapping, process amendments & recently with the timing of a rebuilt work manager system inline with a newly implemented system (SLFI). • Handling of Complaints at an early stage and in depth root cause analysis. • Work Allocation of daily work across the team. • Motivating and getting the best out of my people. • Communicating departmental changes inline with the Target Operating Model. • CYB – RCSA recognizing risks and putting in controls to minimize them effectively. • Utilising Performance improvement plan’s to positive effect. • Orchestrating team buzzes, energizers, team meetings utilizing SWOT analysis to ensure team involvement. • Attend departmental DCP meetings to gage performance across the area. • Performance Management – challenge, support and coach my team to be the best they can be. Continually raise the bar on performance in an engaging and motivating way, growing talent to develop future leaders. • Organize and conduct Recruitment evening’s inline with peak business periods. • Orchestrating presentations with newly implemented systems and as part of the Leaders of the future Module. • Celebrate success by utilizing the PRIDE values.

• Loan Application Processing: Assist clients in completing loan applications, ensuring all required documentation is accurately submitted. • Financial Analysis: Evaluate clients’ financial information, credit history, and loan eligibility. • Product Knowledge: Maintain in-depth knowledge of personal loan products, interest rates, and terms to provide accurate and comprehensive information to clients. • Customer Service: Deliver outstanding customer service by addressing client inquiries, resolving issues, and providing ongoing support throughout the loan process. • Compliance: Ensure all loan applications comply with regulatory requirements and company policies. • Sales Targets: Meet or exceed sales targets for personal loans through proactive client engagement and effective cross-selling of additional financial products. • Reporting: Maintain accurate records of client interactions, applications, and outcomes using the company’s CRM system. • Team Collaboration: Work closely with other team members and departments to facilitate a seamless loan approval process.

• Account Management: Oversee and manage a portfolio of mortgage accounts, ensuring all payments are processed accurately and on time. • Customer Service: Provide exceptional customer service by addressing inquiries, resolving issues, and offering guidance on mortgage-related matters. • Documentation: Maintain accurate and up-to-date records of all mortgage transactions and customer interactions. • Payment Processing: Ensure timely processing of mortgage payments, adjustments, and refunds. • Escalations: Handle escalated customer issues with professionalism and efficiency, ensuring satisfactory resolution. • Compliance: Ensure all activities comply with regulatory requirements and company policies. • Communication: Liaise with solicitors, insurers, and other stakeholders to resolve customer queries and facilitate smooth mortgage servicing. • Reporting: Prepare and present regular reports on account statuses, delinquency rates, and other key metrics. • Process Improvement: Identify opportunities for process improvements and contribute to the implementation of new systems and procedures.