Rob Thomas Email & Phone Number

London Area, United Kingdom

Project lead for a range of regulatory change initiatives within Global Banking for two Tier 1 Investment Banks. Deliverables include Symphony WhatsApp connect, Automated Due Diligence screening for Non Client Counterparties, Anti Money Laundering Policy and Procedure Optimisation, ESG Data Services including Physical Risk, Energy Efficiency and the.

East Sussex, England, United Kingdom

Gobeyond Partners is built on 20 years of experience and expertise. An organisation with global reach, combining award-winning consulting and training, innovative technology and next-generation managed services.I have re-engineered the account closure and bereavement service processes for a major UK bank and constructed the e2e patient contact centre.

East Sussex, England, United Kingdom

I have enjoyed a highly successful career in HSBC Bank, leading various business functions across the UK with the privilege of several international assignments. Due to global restructuring I decided to leave HSBC and continue work as a change professional, focussing on my strongest abilities: programme management, project execution and talent development.

London, England, United Kingdom

• Curation of the transformation roadmap, incorporating strategic and technological priorities, ensuring implementation aligned with business needs across 16 markets. Direction of a portfolio of initiatives and a project.
• Introduced livesign of securities for UK and digital lending checklists for UK & Hong Kong commercial banking, reducing customer journeys from 40+ days to 7 days
• Improved front line process input quality from 65% to 95%, right first time across 3 key markets with data, process re-engineering and training initiatives on securities perfection
• Designed an inference framework, streamlining customer due diligence and onboarding procedures for 1300 colleagues in UK and HK operations. Secured 8 key changes to global standards and 180 FTE capacity realization.
• Steered an operational excellence development programme for 130 leaders across 5 markets, resulting in a 15% sustainable productivity uptick

8 Canada Square London

• Appointed to deliver cultural change across 10 global operations sites. Mobilised some 46000 colleagues to participate in change and empowerment initiatives focused on service quality and people development
• Architect for ‘Working Together’ & ‘Customer vs Procedure’ generating 1400+ ideas, achieving $5.6m cost saves and $1.8m new income. Created a web-based toolkit providing self- help materials, used by 5000 + leaders
• Collaborated with the retail and commercial business in Europe to improve input quality with $500k saves, introduced a global ‘Right First Time’ performance scorecard
• Streamlined call monitoring procedures and introduced a quality assurance framework for 200 FTE in wealth and banking operations, with 7 FTE saves

East Sussex

• Key leadership appointment, following network restructure. Delivered a 135% (averaged) scorecard performance across risk, financial, people and service quality metrics with a national top quartile ranking, by.
• Maintained effective headcount through recruitment, performance management and professional development
• Controlled the Area budget, making significant financial saves through introduction of more efficient processes and identification of non-essential costs
• Introduced initiatives to improve service levels as well as ensuring that risk controls were uniform across all branches
• Developed relationships with 4 local Members of Parliament through community visits
• Recognised with an 'Extraordinary People' national award for outstanding leadership

West Yorkshire, England, United Kingdom

• Secondment appointment by Senior Leaders to turnaround an underperforming flagship branch
• Restructured and re-organised working practice with 35 staff /5 managers across 4 trading floors
• Appointed 7 new leaders within tenure by nurturing talent within branch and neighbouring branches
• Top 10 ranking on a balanced scorecard performance within the UK network of 1700 branches

London, United Kingdom

• Identified from HSBC Talent pool to be Operational Lead for revision and deployment of opening hours for the branch network
• Designed and implemented 'Retail Working Hours' (+25k annual trading hours) to meet changing customer expectations
• Managed the procurement and vendor relationship with PA Consulting, £400k budget to design an automated staff rostering system
• Led research of customer satisfaction drivers and HSBC performance analysis with ‘Accenture’ management consultants

Eastbourne, England, United Kingdom

• Led retail banking teams across six branches within the Eastbourne area
• Responsible for all aspects of Commercial, Wealth Management and Retail banking supported by a team of 15 managers and 60 staff. Oversight of unsecured and secured lending for MME segment
• Active networker / relationship manager with high profile commercial customers
• Successfully increased client portfolios, re-engineered job structures, and established links with local professionals.

Hemel Hempstead, England, United Kingdom

• Managed a contact centre of 160 FTE serving inbound and outbound calls for retail banking products
• Formulated the strategy for outbound telecontacting within HSBC and increased the DFS service proposition with outbound calling on behalf of the branch network
• Responsible for the service and sales management of customers banking centrally with HSBC on the National Sort Code
• Obtained the Investors in People Award in August 2002

Various Locations Across The UK (Retail And Commercial Banking)

Master Of Business Administration (Mba), Business, Management, Marketing, And Related Support Services, Pass (Distinction With Business Operations)

Managing Successful Programmes - Foundation & Practitioner, Programme Management, Pass

Black Belt, Lean Six Sigma

Activities and Societies: Process Re-engineering and Operational Design Delivery of improvement initiatives within customer onboarding and.

Accountancy, Management And Finance, Pass

Foundation, Certified Safe 4 Practitioner, Pass