A commercially focused operations leader with significant experience of driving transformational change focused on delivering outstanding customer experience. Has a track record of developing high performing and motivated teams through creating opportunities for individuals to realise their potential. Has a passion for coaching and enabling teams to deliver the best service as a result of being empowered and working together. Consistency exceeds business metrics across a balanced scorecard including commercial targets, colleague engagement and development, customer experience measures through net promoter score, and risk and controls including training and competence scheme requirements. AREAS OF EXPERTISE• Relationship building both internally and externally – colleague engagement at 94%• Staff training and development – identifying and delivering development needs• Commercial growth - top savings growth in Network • Supervision – overall supervision of certified practitioners within FCA guidelines• Audit and quality control – moving area results from 42% to 72% low risk inspections• Complex complaint resolution adhering to FCA guidelines• Recruitment and resolution of HR issues including performance management• Transformation management - leading change at all levels