Nick Ramsden Email & Phone Number

United Kingdom

London, England, United Kingdom

London, United Kingdom

Credit Solutions was recently formed, within the Client Solutions Group, to take ownership for the overall lending proposition and the strategic growth of the activity. The team has a mandate to improve the end-to-end delivery of the Credit products, encompassing Commercial (Credit Advisory), Risk (Credit Risk), Operations (Credit Administration) and any.

London, United Kingdom

• Lending Operations forms part of UK Client Operations in our Wealth Management Division and is responsible for the delivery and management of all lending products sold within Coutts & Co & Adam & Company ensuring.
• Managing the department headcount and financial budget within plan and ensuring alignment with the strategic targets of the business.
• Providing the department with clear goals that support strategic plans by creating key performance indicators that focus on exceptional customer service and a strong risk culture.
• Overseeing the adherence to CCD & MCOB Lending regulations for the department, ensuring that both financial and reputational risks are managed effectively.
• Re-engineering of processes to create efficiencies and service improvements using LEAN methodology to drive this activity.
• Supporting the delivery of projects aimed at improving client service and how we do business.

City Of London

• Lead and motivate of Lending Officers (aprox 20 staff) on a day to day basis including staff development, managing risks and controls and ensuring service standards are met.
• To act in accordance with the relevant regulatory requirements and standards including CCA/ CCD/ MCOB and Unregulated Credit Facilities * Oversee the end to end process for a variety of Lending Facilities be it Private.
• Provide a technical point of reference to the team on a day-to-day basis.
• First point of contact on key issues and complaints with associated internal and external businesses.
• Monitor, review and appraise the quality of service to clients and team performance, including handling/resolving complaints, training and development, to ensure any shortcomings are identified and resolved.
• To inspire and motivate all staff to deliver exceptional client service and to deliver service standards.

Southend On Sea, United Kingdom

• Project managing a global internal publication (hub magazine) for the Group Manufacturing Division within RBS across a global distribution.
• Ensuring the magazine fits the global strategy of Group Manufacturing by overseeing editorial team including editor and 4 journalists.
• Owner of divisional Intranet news channel including the planning and creating of content.
• Developing an existing news brief channel (eBulletin) for senior Directors that provide regular global news feeds and improves engagement for the senior team.
• Help develop the Cards and wider Retail Business Internal communications strategy for approximately 6000 people, split across 11 operational sites across the UK and Europe and with a significant proportion of staff.
• Editor of fresh magazine – a 52 page quarterly glossy magazine for RBS people within the cards division. Owning the end-to-end process from content planning, engaging key stakeholders to provide content, editing/sub.

Enfield, United Kingdom

• Lending Sanctioning – Further Advances – Mortgage OperationsApril 2004 - May 2005Royal Bank of ScotlandMortgages – Further Advances Enfield Customer Service Centre
• Leading a small team of 10 staff in full sanctioning for NatWest and RBS Branded Mortgage Further advances up to £350k (standard residential and BTL facilities)
• £350k Mandate held
• Driving the client experience and being a front line and customer point of contact for queries and senior escalation

Enfield, United Kingdom

• Leading a team of 100+ staff and 8 Team Managers to provide a high quality Customer Service Centre team to support the Bank’s Corporate and Retail businesses
• Managed all outgoing Fraud Investigation reports for the Bank’s London North and East Region, checking against the Banks Compliance Regulations in relation to Money Laundering Regulations.
• Overseeing Account Opening/Closing and all Records Management Teams for the NatWest Brand.
• Co-ordinating all training and development within my section through maintaining Training Plans and Flex Charts.
• To manage, appraise and develop Team Managers through regular reviews.
• To manage the allocation of resources to achieve maximum team productivity through the use of workflow tools.

Certificated In Service & Operations Management (Warwick University) - Sept 2012

Education record