Own, build and maintain a successful relationship with the Financial Ombudsman Service (FOS). Design, build and implement a Financial Ombudsman Learnings model. Lead a team to successfully manage and resolve all cases at the Office of the Financial Ombudsman and identify and implement all key learnings from the Financial Ombudsman Service (FOS) upheld final decisions, ensuring prevention of repeat findings/mistakes which impact on customer outcomes within NAG. Identify policy, process and behavioural solutions which exceed regulatory compliance requirements and generate service improvements across NAG through multi channels. Take ownership for accurately reporting FOS Learnings through the provision of insight and recommendations to the members of NAG Executive Committee. Influence at senior managerial/executive level the effective implementation and ongoing adherence across all NAG businesses of FOS Learning recommendations to ensure our strategic objectives are delivered.

Designed, built and implemented a Financial Ombudsman Learnings model which has been stated as best in class by the Ombudsman. Led a team to successfully identify and implement all key learnings from the Financial Ombudsman Service (FOS) upheld final decisions, ensuring prevention of repeat findings/mistakes which impact on customer outcomes within the Retail Bank, Private Banking & Advice, Commercial & Business and Cards. Identify policy, process and behavioural solutions which exceed regulatory compliance requirements and generate service improvements across RBS, NW brands through multi channels. Take ownership for accurately reporting FOS Learnings through the provision of insight and recommendations to the members of the UK Retail Executive Committee. Develop, implement and manage a robust learning model within the UK Retail complaint handling teams to improve Quality Assurance performance and Customer satisfaction. Influence at senior managerial/executive level the effective implementation and ongoing adherence across all UK Retail businesses of FOS Learning recommendations to ensure our strategic objectives are delivered. .

To provide subject matter expert support to the RBS, NW Retail businesses through the delivery of an efficient and effective Complaints Policy function – thereby supporting delivery of the divisions objectives. Resolving Regulatory gaps by working closely with Risk functions and creating a strategic asset in complaints to become Service leaders and improve the RBSG profile and position in the FSA and FOS league tables. Led a team to successfully design, implement and build the operating model for dealing with the centralisation of PPI complaints out of the branch network and customer call centres to ensure co-ordination of customer responses and outcomes. Received a UK Retail Outstanding Achievement winner award in recognition of my work on this. Successful design, build and delivery of the Complaints Competency Adequacy and Effectiveness assessment Framework to all RBS UK businesses - Policy through to delivery and MI and reporting.

Conducted a review of the Service Improvement Process across Retail Markets, bringing key stakeholders together to agree purpose, process and success criteria of Service Improvement Plans. Drive and champion SIPs across Retail Markets using new SIP Model process. Manage, track and report on SIP progress to Retail Markets Executive Committee and work with the businesses to challenge/make improvements where necessary, flagging concerns/successes to Retail Executive. Relationship manage and develop best practice re SIP activity with other RBSG divisions and work towards alignment where appropriate. Relationship management of Customer Experience Managers, Operational Managers and Customer Heads to drive SIPs from the event based customer satisfaction data.