Identify process improvements and efficiency enhancements.Collaborate with business partners to help formulate quantifiable goals; support strategies to achieve business goals.Explore new data sources and cross line of business best practices to drive execution.Develop and lead a proactive risk and control culture across our operational teamsProactively identify emerging operational risks and lead the resolution.Motivate team’s across the operation in executing to reduce… Show more Identify process improvements and efficiency enhancements.Collaborate with business partners to help formulate quantifiable goals; support strategies to achieve business goals.Explore new data sources and cross line of business best practices to drive execution.Develop and lead a proactive risk and control culture across our operational teamsProactively identify emerging operational risks and lead the resolution.Motivate team’s across the operation in executing to reduce financial loss, regulatory exposure, and reputational risk. Provide ongoing feedback and training as well as support the growth of employees' knowledge of risk concepts and their application to risk and control evaluation.Host monthly performance reviews to ensure cross team visibility. Show less

Leading a high performing business operations function, delivering exceptional service experience on a day by day basis Champion a customer-centric approach within the operations team to deliver outstanding service, ensuring the customer experience is unique, fair, consistent and transparentActing as subject matter expert for best in class digital business policy, processes, products and solutions, using data driven insights to drive continuous improvement and operational… Show more Leading a high performing business operations function, delivering exceptional service experience on a day by day basis Champion a customer-centric approach within the operations team to deliver outstanding service, ensuring the customer experience is unique, fair, consistent and transparentActing as subject matter expert for best in class digital business policy, processes, products and solutions, using data driven insights to drive continuous improvement and operational efficiencyFoster a high-performance culture to achieve and exceed business objectives, lead by example, and provide feedback and recognition at every opportunityLead the operational planning and delivery of new product launches, collaborating with cross-functional teams to ensure seamless product introductionsExtensive stakeholder management working with global teams to ensure we deliver exceptional service at all timesDrive a culture of strong performance management across the operations teams, harnessing development programmes to enhance team capabilities and career growth.Understand and keep the business aligned with regulatory requirements and industry standardsManage the workforce requirements / headcounts and meet the on-going demandUnderstand and research customer behaviour and share knowledge with wider team and peersWork collaboratively with the relevant teams to continuously improve operational and business performance to optimise both the customer and employee experience Show less

Currently Sales & Service, Customer Rep 2 and Academy Lead

I work within a Banking organisation looking after a department of 55 Associates and 5 Team Managers.

Reporting to the centre director in HSBC UK contact centres I have responsibility for the banks Mortgage Associate team leading 70 Agents and Team Managers in an Inbound/outbound and digital contact operation.Key responsibilities:Performance management, coaching and development, delivery of multiple KPI's, strategy & stakeholder management across various business areas.

I was responsible for the management and development of a 90+ team while achieving KPI's set out. Furthermore my role involves all aspects of the business including Operations, Finance, Marketing and Human Resources.

With having three stores within the group it was my responsibility to ensure that each store strived to achieve and maintain given targets relating to people and profit by devising a systematic approach to all areas. It was also my responsibility to ensure that any more stores that where developed meet the operational standards required by the company to trade ensuring 100% quality, service and cleanliness when opened.