Responsibilities:Lead, motivate and develop operational teams within the support function of a regulatory consultancy business. Lead managers and up to 30 staff in the areas of telephony to deliver new business sales income & to support customers, customer loyalty & retention, complaints management & root cause analysis, service improvement and insurance claims. Deliver projects with strong stakeholder management, which includes working with senior managers and lead people through change.Some Key Achievements:Created Customer Experience Board to focus on customer & staff feedback and prioritise service improvement actions and track success. 60% reduction in the volume of complaints and value of redress paid Developed customer complaints process that met RBS Group and regulatory requirements. Created and developed a team to deliver fair complaint outcomes   Led many team based problem solving sessions that challenged existing processes to create improvements and efficiencies Developed a Telephony Operations Team to support the generation of sales leads & appointments and improve customer retention rates. Delivered 60% (volume) uplift in sales appointments through targeted telemarketing campaigns. Delivered 100% (value) uplift in small business customer retention over a five year period  Delivered uplift in training sales through targeted promotional and marketing plan.  Managed a co-ordinated project with RBS Group Property to relocate two Mentor sites into a new location and refurbish and extend three. Led & managed a Customer Segmentation Project, which segmented the customer base and developed an enhanced sales and service strategy for each segment. Led project to launch a new Environmental Management consultancy service. Led and managed the Insurance Conduct of Business (ICOB) project, working with compliance to ensure the business became compliant with Financial Conduct Authority (FCA) general insurance regulation

Responsibilities:Managed multiple business projects, using structured project management techniques, ensuring key deliverables and milestones were achieved. Some Key Achievements:Managed the transfer of the Mentor business from Royal Bank Insurance Services (RBIS) to a new limited company and established it as a wholly owned subsidiary of RBSG. Delivered through the co-ordination and interaction with key stakeholders and cross-functional groups.  Led project to recruit, train and mobilise a new business development salesforce. Developed and launched a role specific and flexible performance management system for Business Banking staff to assist in the delivery of key strategic objectives. Worked with the Group Communications Team to produce and deliver a series of Business Banking RBS TV programmes to the branch network.

Senior Business Relationship Manager:Built strong relationships with a portfolio of business customers, influencers in the community and intermediaries to identify their on-going needs and ensured that they were aware of products and services that were available from RBS. Led, motivated and managed business support staff and ensured sales and service objectives were met.Customer Service Manager:Led, motivated and managed the branch team to deliver an excellent service to customers. Identified the on-going needs of customers and ensured that they were aware of the products and services that were available from RBS. Motivated the branch team to ensure sales and service objectives were met.