• Design and deliver the Target Operating Model for the divested 'Verde' Bank Telephone Banking capability ensuring all services and functions are in scope and that the divested business is fit for purpose.• Plan, engage and deliver 'Site Reveal' announcements to impacted 'Verde' Telephone Banking Sites.• Develop an engagement, recruitment/selection and training strategy for impacted colleagues within the impacted 'Verde' sites.• Project Lead for the delivery of numerous frontline capabilities into the 'Verde' Telephone Banking Sites.

• From initiation to delivery, managed the execution of all Operational, Site and Colleague Readiness initiatives within the Release C Integration Programme.• Designed and managed Integration Site Readiness reporting for all training & live call completion, operational stability, resourcing and capacity, risk and compliance, user access management and systems access across all LBG Telephone Banking Sites. • Managed and led a team of On Site Training Coordinators responsible for all colleague integration training scheduling, logistics and completion.• Designed, tested, resourced and delivered a Pre and Post Live Support Model for all Telephone Banking Sites impacted by integration activity. • Planned and delivered a series of 'Sea Trial' integration rehearsal events in all Telephone Banking sites where the Post Live Support Model, Command and Control teams and incident management were tested.• Managed all Local Command & Control Teams through the post integration period, • Project management reporting via CMT, ensuring that business objectives were met, critical issues resolved and all change executed with pace and urgency.

• Supported the design and delivery of transition for both LTSB and HBOS Operational Development strategies and systems for Telephone Banking.• Supported the review of all Operational Development strategies across heritages in order to design one efficient operating model.• Coordinated and delivered key change and risk initiatives across Direct Channels sites and telephony business areas.• Coordinated all sales through service initiatives ensuring the desired uplifts in leads, sales volumes and retention rates were achieved.• Designed and delivered a colleague advocacy programme that drove competency and advocacy to products and change.• Managed stakeholders and communicated across sites ensuring a consistent and efficient integration approach.• Ensured all integration activities supported the customer experience agenda.• Supported the design and delivery of the implementation of customer experience frameworks.• Ensured all integration activities and synergies supported the Treating Customer Fairly philosophy.• Identified and implemented revenue synergies across the Operational Development teams, ensuring initiatives delivered within stipulated budgets

• Developed and implemented the communication strategy for GI Sales co-ordinating the production and issue of all internal communications and PR.• Utilised all media channels and visuals to support key messages.• Managed and delivered the Colleague Engagement Strategy ensuring the 'colleague journey' was fit for purpose and maximised all outputs and actions.• Delivered, promoted and maintained a working environment that was vibrant and supported the culture and drive of GI Sales and Retention, whilst controlling the overall exposure to operational risks.• Developed, delivered and maintained The GI Sales and Retention Reward and Recognition (non bonus) strategy including vision and values and operational incentives ensuring activities motivated colleagues to continually delver against sales, retention and service plans.• Responsibility for an annual budget of approximately £150K across the reward & recognition, environment, events and communication plans.• Drove the charity agenda ensuring an active involvement in the local community.• Managed the Operational Recruitment strategy ensuring attraction, assessment and on boarding were fit for purpose whilst attracting a suitable standard of candidate.• Oversaw management of the Customer Champion team ensuring the role was efficient, supported performance targets and evidently showed that value was added.• Coached, motivated and developed all direct line reports ensuring all business deliverables were achieved.

• Managed, inspired and developed a team of sales consultants to achieve sales and retention targets for personal lines insurance products.• Developed colleagues through effective leadership, motivation, coaching and training.• Consistently delivered against performance targets for self and team for sales, saves, telephony and quality key performance indicators.• Motivated to improve advocacy, attrition and absence management through visibly leading by example and being a role model that members can emulate.• Actively sought ways to generate positive attitudes to work and engage team/individuals in achieving departmental targets, objectives & goals. • Utilised both historical and up to date performance and management information consistently demonstrating accountability for, and awareness of, key contributing factors.• Proactively developed team/individual behaviour and work ethics through constructive and realistic Personal Development Plans.• Understood and followed operational and business training and competence standards to ensure compliance with legal and regulatory requirements

• Maximised inbound telephone based sales and retention opportunities for both household and travel products through excellent customer service and advanced conversational sales techniques.• Built rapport with customers whilst providing in depth explanations of product features and benefits and resolving any concerns.• Achieved monthly individual core and ancillary sales and retention targets.• Understood and followed operational and business training and competence standards to ensure compliance with legal and regularity requirements.

• Reviewed and settled high volumes of technical travel insurance claims.• Corresponded with customers both verbally and written ensuring all regulatory requirements were met.• Organised and prioritised travel insurance claims ensuring settlement achieved within required timescales.• Negotiated with 3rd Parties ensuring positive responses achieved when dealing with contribution claims.• Worked alongside Emergency Medical Assistance team ensuring customer medical treatment is authorised and bills settled within the required timescales