Making legally binding Final Decisions on consumers’ fraud and scam complaints.

- Leading and developing a team of dedicated and talented investigators in all aspects of their work.- Analysing complaints between consumers and financial businesses and issuing legally-binding final decisions to resolve them.

• Risk-based testing of closed complaint files, giving assurance to the Executive that fair outcomes are being reached.• Providing feedback and corrective remedial action to business areas where complaint handling quality has not reached the expected standard and a fair outcome has not been reached. • Building and maintaining working relationships with business leadership teams to improve the credibility and visibility of Quality Assurance.• Raising intelligence gained through assurance testing to prevent future detriment to customers or the business.

• Managing a customer-facing branch team on all areas of service, income, people management, regulatory adherence and risk.• Forward planning of sales campaigns, training, staffing, service improvement planning, cash forecasting and remittance.• Carrying out local HR management such as weekly performance meetings, team meetings, development / action contracts, recruitment, disciplinary procedures.• Applying changes in strategy to make sure my contribution to the business supported our overall goal of retaining our customers, service migration, continuous improvement, and customer focus.• Observations and coaching to improve my team, raise continuous improvement ideas, and make my branch the best place to work and the best place to bank.

• Embedding ‘Lean’ methodology systems throughout the branch network to increase efficiency and reduce operating costs.• Applying tailored solutions to each individual business unit based on my own analysis and observation.• Using quick thinking to translate complex ideas and processes to staff at all levels requiring mindset change.• Influencing Branch Managers and Senior Bank Managers (Area Managers) to change their set ways and attitudes and break away from the norm, challenging pre-existing processes and ideas.