Mark Lee Email & Phone Number

Edinburgh, Gb

Edinburgh

Edinburgh, City Of Edinburgh, United Kingdom

Responsibilities• Leading a complex portfolio of programmes across Mandatory, Remediation and Open Banking consisting of c20 Programmes and annual spend >£10m with a Conduct Provision of £119m• Leading the resolution of the NOSIA Programme, a Conduct Remediation and Technology Programme remediating of c400k customers, redesign NOSIA Technology production and control environment completing a Pan Bank read across of the production of NOSIA’s • Leading the Personal & Business Banking Franchise in readiness for Open Banking with delivery of key mobile and E-Banking along with clear customer and colleague engagement and training.• Defining and delivering the Open Banking Strategic response, identifying areas where we can build enhanced customer journeys and propositions through API based data sharing• Create re-useable assets that can be leveraged across the organisation, using API technology to become an API enabled Bank• Monitor customer trends through Open Banking to inform future customer propositions• Leading the Better Off Programme, delivering Personal Finance Management for our customers, combining this with the opportunities that Open Banking creates• Responsible for coaching and contributing to performance management and development of team of c120 FTE

• Setting and delivering the PBB Remediation strategy and target operating model. • Developing and implementing a PBB Remediation framework ensuring compliance with Group Policies and relevant regulation.• Identifying emerging regulatory trends using regulatory / competitor insight to focus on material emerging Remediation risks and ensure continuous improvements to the Remediation framework. • Defining and monitoring PBB Remediation Risk Appetite to mitigate against avoidable reputational damage or regulatory censure.• Developing a Root Cause Analysis Framework ensuring Complaint / Product Monitoring / Regulatory /MI and FOS adjudication themes are included.• Ensuring lessons from RCA are fed into PBB system and themes from key areas • The Customer Treatment strategy and oversight of outcomes of significant and sensitive PPI Remediation Programmes.• Ensuring the design of PBB Customer Treatment Policy contents are consistent, align to internal and external requirements, have gone through the same rigour and challenge and rationale is clear across all Remediation. • Collaborative partnerships bank wide, including; PBB, C&P, C&RA etc. to drive the Remediation agenda embedding proactive mind-sets to achieve great Customer Outcomes and consistency where appropriate. • Promoting a culture that facilitates the on-going identification and management of risks & issues in relation to internal and external requirements.

Key Responsibilities• Accountable for the design of Customer Treatment Strategies that are consistent and robust for a range of Personal and Business Banking (P&BB) Product Remediation activities; • Leading teams on multiple & complex projects, providing business knowledge & subject matter expertise to ensure identification of correct Customer Treatment Strategies across P&BB;• Designing and implementing Remediation policy standards, liaising with key stakeholders across the 1st and 2nd line of defence to ensure results in fair Customer Outcomes, whilst complying with internal policy and external regulatory requirements;• Robust and accurate reporting across various Product Governance forums, including Executive Boards, and attendance at these forums to articulate priorities, progress, escalation, and risks;• Stakeholder Management responsibility for all P&BB Product Categories to provide support and challenge at Control Forums and Executive meetings;• Development of on-going regulatory communications / updates, liaising with Senior Management and Executive across P&BB Product Categories

• Programme Manager for various UK Retail Product (Credit Cards, Current Accounts, Overdrafts, Loans) Back Book Risk and Remediation projects, leading a team of 15 Project Managers and Senior Business Analysts; • Representing UK Retail on industry / group wide remediation issue;• Reducing Packaged Account risk exposure through delivery of a specific targeted programme to re-engage customers, improve reactive complaint handling and proactively communicate to high risk customer segments within the Packaged portfolio;• Establishing effective relationships with key internal stakeholders, including Legal / 1st and 2nd line Risk / Operations and Product Owners, leveraging expertise from various parties;• Provide regular updates to the regulator ensuring clarity, accuracy and consistency of messages, whilst addressing the core issues explicitly;• Developing and monitoring financial impact analysis, including calculation of provisions and the overall project budget, varying between £5m - £100m