This role has allowed me to define, create, develop and then roll out what is now seen as the ‘go-to’ control and governance model; achieving a high level of confidence from both Internal Audit and Compliance, along with our external auditors. Also, by heading up the QA rollout in to our Wealth teams, this allowed me to gain experience in overseeing the delivery of a major change programme across a diversity of teams. Key achievements and experience gained in this role have been:• Successful role out of emerging risk management framework across all teams, along with successful governance and delivery of all risk and control self assessments, aligned to new Bank Control Framework.• Creating from scratch an envious ‘go-to’ control and governance model that has provided Internal Audit, Compliance and PWC with an impressive level of confidence in our operational and conduct risk oversight.• Complete absorption of all PPI SOX activity, including a re-write of internal documentation and a cost saving of £850k p.a. to the business.• Successful delivery of 9 major audits and 10 compliance reviews.• Closure of 163 audit and 57 compliance actions over a 24mth period.• 49 new auto-surveillance controls.• Removal of 18% control duplication.• Introduction of Conduct Risk framework.• Creation of risk and control self assessment logs for each business area.• Successful delivery of the QA model into our Wealth teams.• Development of focused management information of our control environment, keeping leaders on the front foot both operationally and through a conduct lens.

Head of the Business Controls, Quality Assurance & Policy team for the Specialist Complaints business area across 6 sites, with a headcount of over 300+. In this role, I had the opportunity to develop an immature control framework and also move my experience form supporting a large first point of contact QA team to leading one, whilst developing my knowledge around our key complaints policies.Key achievements and experience gained in this role were:• Creation of a brand new control testing framework, meaning the team was ahead of new Group ‘ways of working’ before launch.• Introduction of control classification and assurance sampling model, to evaluate controls against the risk and control self assessments.• Successful delivery of key policies changes across the business.• Identification of most appropriate QA model and introduction of this for FOS complaints.• Constant management of QA resource to support large complaint queues across the Level 3 complaint teams, reacting to customer needs.

Other roles held within Barclays are as follows. Please ask for more information on these, if required:Control Performance Partner (Apr ’10 – Dec –’12)Business Control Manager – Outsourced Performance & Digital (Jul ’07 – Apr ’10) Business Development Manager Training & Competence (Nov ’06 – Jun ’07)Training & Competence Field Support Manager (Jul ’05 – Oct ’06)Sales & Service Manager (Mar ’05 – Jul ’05)If required, please request additional working history within Barclays from 1999-2005.