Led successful delivery projects for clients across the financial services sector, including a major retail bank, multiple mid-tier banks, a large building society, global foreign exchange business, and major investment firm.Assignments have included: - Research and creation of 'go to market' strategy for new investment product - Preparation of organisation strategy for global foreign exchange business - Led various Consumer Duty assignments - (1) Project Manager for Implementation, (2) Assurance reviews over Implementation Project, (3) Shaping response to regulator's request for information, (4) Review and upgrade of Fair Value Assessments, (5) Preparation of Board/ExCo programme reports, (6) Design and delivery of Board/ExCo/SLT training workshops, (7) Preparation of Board Assessment Report.

Governor and Director of leading co-educational preparatory school for children aged 2-11. From a stunning Wharfe Valley hillside, Westville House is Ilkley’s foremost provider of independent education.

Executive Manager to the CEO.Preparation of strategy packs for Board covering enterprise, commercial, and customer strategy.Developed retail distribution strategy to facilitate ExCo discussion.Represented YBS at industry events, including conference speeches.

Enterprise-wide responsibility for customer experience / Voice of Customer programme. 'Chief of Staff' for COO and Customer Service Division. Led change, communications, and operational support for the YBS retail network. Developed 5-year strategies for Retail network and Customer Service function. Renegotiated customer research contract, delivering savings and enriching output. Transformed ‘Customer Experience Committee’, increasing focus and engagement.  Prepared update packs for YBS Board, covering the Society’s Transformation Programme.

Led HR Operations function - delivering recruitment, onboarding, contracts, enquiries, and payroll for 4,000 colleagues. Transformed legacy operation, improving performance, efficiency, leadership, capability, quality, and cost.  Purchased new ATS recruitment system, improving user experience and process control.

Head of 1st Line conduct risk assurance for products, distribution, servicing, arrears, and complaints. Enterprise-wide Training & Competence schemes covering all regulated sales roles. Owned and produced Conduct Risk reporting for Exec and Board. Created and led 1st line Customer Risk Assurance function for the organisation.  Delivered assurance to ExCo, Board; established and chaired ‘Conduct Risk Committee’. Delivered multiple workstreams in Conduct Risk remediation programme (2013-15).

Leader of Investment Operations function, servicing fund manager clients, IFAs, and retail customers. New product / service development. Regulatory change. Client business development, onboarding, and relationship management. Developed and launched Junior ISA functionality. Stabilised operation and delivered remediation programmes after regulatory intervention. Delivered regulatory projects (UCITS, RDR, FATCA).

Head of Complaint Handling, covering all products, servicing, and distribution. Root cause analysis. Owner of customer experience, customer journey programme, and customer research. Design and delivery of service incentivisation scheme for 3,000 colleagues.  Created and led centralised complaint-handling function, improving performance against customer outcomes, colleague capability, and efficiency objectives. Introduced root cause analysis and reporting to drive improvement across organisation. Member of senior team that recovered the business from retail run, re-engaged colleagues, and led restructure (40% FTE reduction, org design changes).

Product management of UK & offshore savings (£20bn retail book), third-party insurance & investment commission income (£20m pa). Enterprise-wide oversight of value stream, ensuring delivery by sales and service functions.  Delivered growth targets for savings balances and non-interest income. Implemented ICOB Insurance regulation (2005) across plc, as Project Manager. Completed research into launch of direct savings operation in Denmark.

Leader of post-completion servicing function, supporting c400k mortgage accounts.  Created new function from legacy teams, delivering service/quality improvements. Developed and led response to emerging Mortgage Endowment complaint trend.

Led launch and management of savings franchises in Ireland, Guernsey, and Bahamas. Oversight of third-party managed service providers, incl. service, marketing, trading, risk. Led operational setup of retail savings franchises in Ireland and Bahamas. Supported Directors with marketing, business development, and governance activities. Led strategic projects e.g. Euro launch, new AML rules, system migrations.

Servicing for direct UK savings operation. Delivered transformation projects (e.g. restructure, response-handling for plc conversion).