A Service Quality & Improvement manager with 15+ years experience working in regulated services including GI, Retail Banking and Funeral Planning. I have a proven track record of designing and embedding frameworks and policies including Quality Assurance, Training & Competence and Vulnerable Customer. Through being able to engage key stakeholders at all levels, a strong understanding of customer experience and an ability to confidently present findings, I prioritise supporting business areas to improve customer outcomes and performance.I’ve gained strong people management skills having recruited, lead and developed specialist colleague roles and team managers. I am proud of the contribution both my teams and I have made to implementing change, maintaining regulatory compliance and creating a continuous improvement environment. I place a great deal of emphasis on customer outcomes and experience, something echoed by those who have worked with me. I’m known to bring a sense of calm and good humour to situations with a relentless focus on doing the right thing.