Lorraine Maclean Email and Phone Number

Manager Credit Risk – Chief Operations Office – Dec 2011 to Dec 2012.Overall responsibility for managing a team and assigning people resource to priority projects, working with business Stakeholders. • Manage & maintain data processes to ensure accurate customer matching.• Led & developed a team to consistently achieve agreed SLA’s for data improvement across the whole of Business Banking.• Manage key relationships to identify opportunities for the promotion and continuous improvement of data cleansing.• Project managed specific one off data cleansing assignments as part of integration programme.• Manage changes to systems & processes in order to achieve operational improvement and efficiencies. Assistant Manager – Data Quality Services – Jan 2010 – Dec 2011.Responsible for line management of team and achieving business objectives of ensuring customer data was cleansed and reliable.• Deliver on Team KPI's and SLA targets.• Coaching and developing the team – including completing all performance reviews and development plans.• Driving continuous improvements in team, processes, methods and systems. • Responsible for operational risks and controls - Ensure team are compliant with the latest processes/procedures.Manager – Data Quality – Feb 2008 – Dec 2009Responsible for the production of the weekly performance pack.• Improve the quality and the process of capturing the data on asset growth forecast on an ongoing basis.• Weekly extraction from the BIR/Oracle systems to collate information. Manager – Emerging Business Team – Sept 2002 – Feb 2008Responsible for the day to day running of the team, development and training.• Maintaining team database for all new business connections & referrals.• Point of contact for all team members for Anti Money Laundering process and procedures. Retail Contact Centre –Dunfermline May 1995 – Sept 2002• Team Supervision.• Complaint Handling.• Coaching, training & development.• Implemented Change.

New Malden Branch – Jun 1991 – May 1995Responsibilities included all aspects of retail banking. Market Place, Kingston Branch – Jun 1988 - Jun 1991Responsible for the daily monitoring of customer accounts, my duties also included approving personal loans and overdrafts and as senior branch clerk – supervised and checked workflow. Personal Lending Clerk – Area Office, Kingston – Sept 1986 – Jun 1988Responsible for daily monitoring of customer accounts including difficult customer interaction (e.g. debt recovery)ranch Banking – Ham Common Branch – Jul 1980 – Sept 1986All aspects of retail banking.