I am currently managing a large operation for Lloyds banking group in Leeds . I work within the PPI sector where I have responsibility for a number of front end processes as well as remote sites. My role is varied with the key focus on the development of my people both permanent employers and suppliers and a key accountability for delivering the right outcomes for our customers. I joined the PPI team at the outset and since that time I have been responsible for the set up of the team and its subsequent growth . I have had great success in this role growing the size of the team by over 50% and increasing its efficiency by 25% during that time. People development has always been one of my passions and I have consistently delivered strong engagement results . For the last 2 years I have also been the learning and development lead for the site which has allowed me to shape the people agenda. My key achievements in this role include : Delivered consistently high engagement results which exceed the Lloyds Norm Grown my department significantly resulting in the doubling of capacity and an increase in efficiency by 25%Led the sites Learning and development agenda delivering numerous opportunities for colleagues to grow. Delivered a number of initiatives to improve the colleague journey allowing my teams to focus on what matters. Led a cross-skilling program among my teams which has allowed greater flexibility and capacity within the team Become a go to person for complex people issues including absence and performance management . Recently undertaken a stretch role for 9 months alongside my Operations role looking after the sites risk team which has broadened my knowledge . In summary I am a experienced and versatile manager with experience of a number of forward thinking companies who has a passion for delivering results and developing people.

I joined Lloyds in 2011 where I manage the day to day Operation of approximately 100 people who are accountable for providing a judgmental Underwriting service to Lloyds and Halifax customers through the branch and regional contact centre network. This is across Multi unsecured lending products , Overdrafts , bank accounts , cards and Loans. I am responsible for delivery of several service levels along with the day to day management and development of the people. My chief accountabilities include :• Ownership of relationships with joint ventures including Sainsbury's personal finance. • Involved in development of our branch network to improve quality of referrals. • Oversee upskilling programme across the teams to improve service. • Responsible for supporting the Lloyds banking group Integration programme from a people perspective. • Coach and develop my direct reports (8)• Design and deliver Ad-hoc workshops and training programmes based on lending capability.• Manage our lending quality team and their subsequent processes. • Recruitment process and Induction training. • Driving up lending quality and customer advocacy• Day to day service level management across multi-channels (Web , Inbound and Outbound)• Cost centre management

For 3 years I have managed the Underwriting , Payout , Customer service and Complaint functions at SCF Uk and prior to that at GE Money Uk . We were acquired by Santander Consumer Finance UK in Jan 2009. My role involved accountability for a range of processes and my achievements included:• The management and subsequent closure of 2 regional contact centres in Birmingham and Glasgow. This included guiding a number of people through a formal consultation process whilst moving subsequent processes back to Leeds• Successful migration of Leeds business onto Santander systems and subsequent re-training and motivation of team.• The management of a third party relationship with Fiat/Jaguar/Land Rover providing an outsourced underwriting and payout service.• Influential role in the Integration of the GE business into the Santander group• Reduced referral rates within my areas by 10% thereby reducing FTE requirement by 5 people. • Led and delivered a cross-skilling programme to improve operational efficiency. • Implemented improved mandate development structure across all my areas resulting in improved morale and better operational coverage. • Undertook a stretch role managing underwriting and authorisations in our card business whilst maintaining my existing accountability within loans.• Created a dealer contact centre within my business area from scratch which now stands at 18 people handling 1500 calls a day.

I joined Egg a year prior to its launch in 1998 and my first year was spent dealing with the recruitment of its people, the designing and writing of its policies and developing training material in preparation for launch. Following this for a number of years I oversaw the creation, growth and development of a large unsecured lending team. My key achievements in this role were many:• The creation of a risk detection unit to identify and deal with customers abusing their credit facilities. In its first 6 months this team has reduced bad debt provisioning by £2.5 million.• Created a judgmental mortgage team providing annual cost savings of £1 million and a vastly enhanced customer service.• Implemented new “click to call” technology subsequently improving our customer contact rate from 50% to 80% providing increased income to the business as well as an innovative customer service.• Delivered a transformation programme for the whole operation completely re-inventing the customer conversation. This resulted in much improved interactions with our customers and improved lending decisions and customer advocacy. • Piloted a sales focused project within my team which ultimately resulted in increased revenue of £1.5 million per annum.• Helped to deliver a reward and recognition scheme within Egg resulting in increased morale and drive for customer facing people.• Ensured a succession plan that has produced many of Eggs new first line managers.• Successfully implemented new referral rules into the operation resulting in an increase in accept rate for the business of 5%.