• Lead delivery of Mortgage Operations strategic change initiatives, responsible for the largest strategic change delivery in 2023 • Lead process improvement activity across the Mortgage Operations Portfolio, including UK and global based activity• Agree and manage the Mortgage Operations Book of Work, engaging stakeholders to identify and prioritize work items against strategic objectives• Act as primary point of contact for the Mortgage Operations Portfolio, including managing relationships with stakeholders up to Executive level• Co-ordinate and lead activity across multiple departments including, Mortgage Distribution, Underwriting and Mortgage Operations to ensure delivery of bank wide change for mortgages• Programme Delivery Lead for UK Mortgage Operations, managing programmes of work and responsible for Governance, Risk, Delivery, Cost and Benefits realization of deliveries• Responsible for reporting of Programme progress, and escalation of Risks and Issues to senior stakeholders, including at Portfolio level to board members• Lead a Programme team, responsible for motivating members and managing delivery of work streams within a matrix format• Manage the delivery of IT focused change programmes, working with IT development teams to deliver required outcomes based on Business Requirements and agreed Acceptance Criteria• Lead the planning and execution of test strategies to ensure the delivery of defect free IT change and mitigate risk• Set up agile ways of working, including scrum teams, stand ups, and the use of JIRA and confluence to manage task and monitor work items• Planned the delivery of the programme over multiple phases with multiple work streams, using planning techniques such as GANT Charts and Work Breakdown Structures• Manage Programme risks through the application of risk management strategies and implementation of effective Risk and issue logs

• Defined the ‘end to end’ process for Strategic Financial Planning (SFP), driving the Business Requirements elicitation and prioritisation with the Product Owner. • Created user stories, using Confluence and JIRA to document and manage these from definition to delivery• Redesigned and streamlined the HSBC advice process which will achieve significant efficiencies when implemented in Strategic Financial Planning, including streamlined Risk Tolerance Questionnaire, Knowledge and Experience, and Shortfall Needs Analysis• Led activity to compile the Initiation Stage of SFP and Definition for MVP1, identifying and completing detailed Customer Journey and Process Maps, and establishing a backlog of pain points for improvement• Developed HSBC UK’s strategic vision for wealth advice alongside CapCo consultants, proactively identifying opportunities to neutralise known pain points• Delivered work streams according to ‘Agile’ methodology, working within sprints, scrum teams and leading Agile delivery using Confluence and JIRA.

• Delivered data and root cause analysis of regulated wealth advice journeys using Six Sigma, making recommendations which were incorporated into operational planning for 2021 and work streams for Strategic Financial Planning • Delivered LEAN and Process Mapping training to colleagues throughout the Chief Operating Office, creating material to introduce and embed new ways of working• Delivered primary checkpoint for Project Hawk, a work stream of FCA mandated HCC project, analysing outcomes and creating artefacts to evidence progress against plan• Built and implemented ‘Term extension lite’ process, enabling over 3000 customers finishing Mortgage Payment Holidays to extend terms without a further credit assessment• Built SMS communications process for COVID Mortgage Payment Holidays, allowing straight through processing of Mortgage Payment Holiday applications• Designed process for FCA mandated project to enable customers classed as ‘Mortgage Prisoners’ to re-mortgage to HSBC

• Applied LEAN and Six Sigma process analysis tools to identify and define problems for advised mortgage application journeys, creating a backlog and initiating projects which reduced cycle time to within the banks strategic objective of 10days• Introduced SMS messaging system into HSBC Direct mortgages, improving adviser first contact success rates by 32% across a network of 480 advisers• Applied design led thinking to standardise the mortgage underwriting submission process, reducing defects in referrals by 25%• Challenged operating model, ran extensive testing and provided IT requirements to change the appointment booking system reducing customer wait time by 7days• Re-designed the mortgage approval process reducing cycle time for low risk applications by 5 days and realising 35 FTE in additional capacity