Owner/director of a mortgage brokerage, providing advice on residential and Buy to Let mortgages, and specialising in self-employed clients, and those holding large property portfolios

Advising on Mortgages, Life Protection, and Household Insurance on a fully independent whole of market basis, being directly authorised by the FCA.The New Start Group also provide advice on Commercial Mortgages, Buy to Let Mortgages, Asset Finance, Invoice Finance, and Bridging Loans.In addition there are specialists providing independent advice on Pensions, Investments, and both Commercial and Personal Insurance

I had full line management responsibility for the sales performance, people experience, risk profile, and budget (£1.8m) of 15 branches and 10 agencies in the area. I led a team of 17 direct managerial reports, including 15 branch managers, the mortgage manager, and development manager. Reporting to the Branch Network Manager I drove forward change to ensure that the commercial and risk objectives of the Group were met.Achievements:• Designed and implemented changes to the mortgage operation that made the area the most successful lending area nationally - out-performing its peers by 30%• Developed the "wider" team to the point where they delivered a sales performance - all products - averaging 20% better than peer group.• Agreed a local plan designed to improve the retail journey for customers, resulting in an increase in Net Promoter Scores of 11% in a 6 month period. This was achieved against a backdrop of extremely difficult market conditions, and a branch closure programme.• Improved the scores in the staff engagement survey by 15%, as compared to an overall peer group reduction in these scores• Achieved an area risk rating score of 98%, with all branches delivering scores > 90%• Delivered best practice retail customer journey adherence in excess of 65%, versus the Group's target of 40%

I led an area of 10 branches, with 12 direct reports. I had responsibility for the sales performance, as well as the customer, and people experiences, and the risk profile of the multi-locations. I also had a wider responsibility in terms of project managing a number of business or service-related improvement initiatives.Achievements:• Led a programme of enormous cultural change across the area, which transformed the way that the business was managed, and the ways that staff were motivated, incentivised and rewarded.• At the same time as the above changes were implemented the area won the “Area of the Year” award, based on overall sales achievement.• Successfully launched and embedded a new complaints management and 2nd line oversight process.• Opened 2 new “cold start” branches within the area, including recruitment, marketing, promotional activity, and devising an agreed business plan for launch.• Since I was leading the top lending area nationally I played a key role in 2 project initiatives:-The re-design of lending policy targeting a 20% uplift in volume with no impact on risk.- The re-working of a range of mortgage customer journeys to ensure that the Group was business-ready for the Mortgage Market Review changes.

Reporting to the Regional Manager I led an area of 4 branches, having responsibility for the P & L performance, customer experience, people experience, and risk profile of these branches. I also line managed the Business Development Manager responsible for intermediary mortgage sales, as well as the in-house processing team who dealt with this business.Achievements:• The Area was the Incentive Scheme winner in 15 of the 24 quarters during this period, including being National Area of the Year in 2002.• Led a local marketing initiative across the area, resulting in an uplift in income of 22%• Established a best practice arrangement between the BM/BDM/processing team leader that resulted in the intermediary operation delivering a 25% uplift in sales volume, and a 30% reduction in turnaround times.