Susan Bennett Email & Phone Number

Development of the Rebrand strategy and owner of the overall rebrand plan for the TSB and Lloyds Bank businesses, actively shaping and challenging the strategic direction. Including the planning and the managing of the £130+ million spend, actively reviewing and challenging the planned spend and financial management.Leading the development and delivery of the Organisational Design and Target Operating Model of the TSB Customer Brands and Marketing Functions.Event Lead for the Lloyds Bank Rebrand, defining and validating the event design, shaping the approach in partnership with the LBG executive.Shaped and delivered the Verde customer and colleague communications governance approval process to ensure the reputation of the LBG brands impacted by the change is controlled.

within the Retail Business, working in partnership with HR, Property and Customer Experience accountable for delivery of a portfolio of change. Specific accountabilities:Leading the HR portfolio of change through Integration, significantly the delivery of the new harmonised Terms and conditions, harmonisation of HR systems. Also, defining best in class framework for A Day announcements.OD reorganisation within the Wealth and International business resulting in synergies run rate of £43 million per annum.Delivery of a simplified and coherent property footprint strategy that resulted in a significant integration savings resulting in location reduction from 152 to 62 over 18 months and generating significant Integration benefits.Shaping the Retail Journey throughout Integration for 11m customers and 60,000+ colleagues, developing a framework for the customers and colleagues communications journey, specifically developed 10 key communication principles (capabilities) that are used across the business to shape communications and embed 'One Best Way' of developing customer and colleague communications. Achieved an overall costs saving of circa £22M through a reduction in number of customer communications in; 34 customer letters to 5 and mailing customers at a customer level vs. at account level. Edited the Retail storyboard of the key events happening for colleagues and customers, that the top 130 Group executives used to brief and lead their teams.

Programme lead to deliver the replacement Personal Switching Service for Current Accounts, replacing legacy technology infrastructure with a best in class business processing capability.Shaping and Delivery of a transformational skills and behaviours programme provided leading edge customer service capability to more than 12,000 colleagues. Programme lead of the strategic review and initiation and planning of the change programme for the mortgage business across HBoS businesses (Halifax, Bank of Scotland, TMB Intelligent Finance. Initiation and delivery of the PPI Competition Compliance Review Programme, establishing a framework to provide regulatory compliant strategy.

Lead for a regulated sales force in one of 12 regions across the HBOS branch network, leading a team of 80 colleagues, focusing on new lending and retention of mortgage related products. Also played a leading role in shaping the revised structure for creation of an independent mortgage sales force for HBOS.Responsible for cost budget of £3.3m, generating new business of circa1.2m per day.Strong internal and external partnerships made to create strong lead generation and cross sales achieved, strong sales and customer service results gained me a place in the top 3 regions consistently throughout holding the position.

Experienced and proven operational sales manager of 2 sales areas in HBOS, latterly managing the largest sales area in the group in South Yorkshire leading a group of 18 branches 300 colleagues to deliver outstanding customer service and new sales. Consistently delivered top quartile customer service and sales results and championed the City Manager roles in the Sheffield branch conurbation.; Joined Halifax Building Society in 1989 on Accelerated Development Programme - - undertook various network operational and central change roles in the Retail and Wealth businesses.

Master Of Business Administration (Mba)

Mba

Education record