*Maintained support with Operations in England and Wales with knowledge on Training & Competency Scheme to ensure that Telephone Banking Controls and Operations Management control were adhered to.*Built and maintained stakeholder engagement across the Telephone Banking Operations *Performed Self-Assessment requirements within the Financial Conduct Authority in a timely manner, to ensure that my communications were succinct and accurate.*Built and maintained strong relationships with all of Retail.  e.g. Telephone Banking Operations, Central Operations, Product which allowed me to call on my stakeholder knowledge to support me with projects, risk compliance, script rollouts and  communications*Completion of Control Test plans on a 6 monthly basis within North West England and Wales and agreed SMART action plans if required with the Management group.*Ownership of Credit Card scripting across Telephone banking, ensuring scripts meet legislative and regulatory requirements whilst facilitating a great customer and colleague experience

*Regional Contact for Telephony Operations in call coaching, monitoring of sales calls,  remedial action around unfair customer outcomes and customer experience.*Monitored sales calls to ensure alignment to Compliance requirements and agreed SMART action.*Coordinated call calibration session with Sales/Service Managers and Team Managers to ensure a full and transparent of expectations of Team Managers when marking calls on Call Monitoring Tool against the Telephone Banking Scorecards*Effective performance management of team, whereby skill gaps identified were quickly worked on to close these gaps*Built and maintained stakeholder engagement across the Telephone Banking Operations *Analyzed departmental documents for appropriate distribution and filing.*Developed new process for employee evaluation which resulted in marked performance improvements.Verified data integrity and accuracy.

*Developed new process for employee evaluation which resulted in marked performance improvements.*Effective performance management of team, whereby skill gaps identified were quickly worked on to close these gaps*Coordinated call calibration session with Sales/Service Managers and Team Managers to ensure a full and transparent of expectations of Team Managers when marking calls on Call Monitoring Tool against the Telephone Banking Scorecards *Monitored sales calls to ensure alignment to Compliance requirements and agreed SMART action plans, which I aligned this to the ongoing coaching and development of my team through one to ones.

*Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.*Administered budgeting, financial operations and payroll activities to effective business accounting.*Optimised organisational operations and facilitated decision-making by examining problem-solving concepts, including quantitative methods and techniques. *Identified and targeted areas in need of improvement through close monitoring and tracking of daily operations.*Established operational objectives and work plans and delegated assignments to subordinate managers.*Optimised returns and investments by effectively managing and directing distribution operations.

*Established the first Outbound dialling team for the Belfast site fulfilling  appointments for banking review for customer with Financial advisors, where I worked closely with the planning/dialler teams to manage the dialler campaigns*Monitored sales calls to ensure alignment to Compliance requirements and agreed SMART action plans, which I aligned this to the ongoing coaching and development of my team through one to ones.*Managed team of 12 Team Leaders to deliver against company KPI's*Developed my Team managers through monthly one to one performance reviews as well as observations of daily tasks being carried out (coach the coach)*Increased Sales performance within  the Telephone Banking Sales Operations Team in Belfast by 35%*Effective performance management of team, whereby skill gaps identified were quickly worked on to close these gaps*Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities.*Built strong client relationships and provided high value-adding services, resulting in a 15% company market share increase.*Introduced higher standards for customer service and increased efficiency by streamlining operations. *Kept company in compliance with all export standards and international requirements.