• Pivotal in the UK launch of Goldman Sachs’ retail division, Marcus• Website/systems testing for the new product/function launches utilising JIRA and UAT environments – including writing test scripts for production testing environment • Conducted analysis for FSCS quarterly certification – including rewriting the finalised procedures with lead trainer• Fraud analysis and restrictions work undertaken for unfunded accounts project• Provision of analysis for Financial Crime Compliance (FCC) on adverse media and Politically Exposed Persons (PEP) utilising LexisNexis AML software• Expert in the new Marcus savings product, administering one to one coaching for colleagues new to role• Numerous process improvement projects implemented for enhanced customer journey and business quality continuity • On-boarding of new clients, conducting full profile identification and source of funds verification checks

• Lead and coordinated the root cause analysis (RCA) process by driving improvements across UK retail & business banking (UKRBB)• Carried out methodical investigation, testing, monitoring, analysis, risk assessment, data compilation and documentation through to implementation of improvements to the business• Conducted independent testing on a multitude of projects using assessment and monitoring to ensure appropriate controls, policies, process, and procedures were in place • Enhanced the customer/client experience whilst ensuring that all activities were carried out in full compliance with FCA guidelines, PRA regulatory requirements, Barclays operational risk framework, AML, fraud, credit, KYC and internal Barclays procedures• Lead the production of regular reports, highlighting key issues identified by collecting and consolidating data from multiple diverse sources, then providing analytical insight to the business of where potential issues existed• Extensive collaboration with internal/external stakeholders and provided direction to senior management• Maintained details, tracked progress of action plans and used negotiation skills to ensure the delivery of appropriate outcomes for customers/stakeholders, in parallel with the pursuit of relevant supporting targets• Ensured insight, analysis and recommendations were communicated appropriately, and fully leveraged across UKRBB• Worked in tandem with stakeholders in the design and implementation of controls, policies, procedures and training• Conducted analysis projects for offshore account holders, high net worth (HNW) clients, developed and maintained strong relationships across the business ensuring the understanding of their differing business requirements• Process mapping for creation and development of process framework, training, templates, standards and guidelines • Extensive advanced use of Microsoft Excel, PowerPoint and Word

• Senior complaint handler, frequently worked with external regulators and independent bodies (e.g. FOS, FCA)• Payment specialist, oversight of international payments, CHAPS, BACS, FPS & SWIFT• Signoff for large value redress payments and oversight of internal audit• Decisions that required exercise of judgement and initiative to comply within specified mandate in accordance with TCF, DISP rules, AML, fraud, credit, operational risk, FCA - complaint handling rules/standards• Specialised in credit file amendments, loan restructures, mortgages/mortgage protection, complex credit/banking/savings redress interest calculations• Lead on various process creation and improvement projects, including delivery through to training• Data analysis providing insight, trend analysis, strategy analysis and policy analysis within a regulated environment• Detailed and complex written reports including technical calculations ensuring adherence to policy

• Promoted from contact centre to branch network• Customer interviews for all credit, insurance, savings and new to bank acquisitions• Branch expert for credit card, loan, current/saving/ISA accounts and mortgage referrals• Excelled in highly target driven environment

• First point contact for credit card services and lead complaint handler• Team leader cover, including conducting one to ones and development plans• Subject matter expert and lead trainer of colleagues new to role