My role was to provided executive-level leadership to the mortgage department, developing strategies and new product offering to maximise market share whilst ensuring fully compliance of all regulatory requirements (MCOB and MCD) by the society in creating and developing the mortgage book.Key Achievements• Exceeded KPIs, achieved SLAs for mortgage department as well as green audits from compliance department/internal auditors. • Won Mortgage Product Innovation Award in 2019 and 2021 (Mortgage Finance Gazette).• Enhanced our mortgage pipeline by 260% from 2016 to 2020, whilst also increasing the average loan size by £30,000.• Smart Money People: Top quartile NPS score. NPS score of 91.4 -v- peer group of 82.2 and all Building Societies of 8.37. 5-star rating based on broker feedback.• Implementation of Intermediary Broker Strategy with a focus on relationship management that increased the broker network by 157 in the past year by working with the following Mortgage Clubs: Legal & General, Sesame/PMS, SimplyBiz, MCI, Brilliant Solutions, Paradigm, Dynamo and The Money Group• Developed product and pricing for mortgage products to meet required mix of lending and margin growth.• Member of FCA’s Mortgage Prisoner Implementation working group. Represent Society at IMLA and other external events.• Member of ExCo, MALCO and Risk Committee. Chair of Mortgage Product Committee. • Increased visibility of Society within the mortgage market through LinkedIn, articles in the national press (Times and Guardian) and the mortgage trade press (Mortgage Solutions, Mortgage Finance Gazette, Mortgage Introducer, Financial Reporter etc). Seen as spokesperson for Bucks BS.• Represented the society at seminars, conferences, and meetings with regulators to gain a wider understanding of the issues and challenges that lenders face. • Conducted internal control checks

Worked at The Financial Ombudsman Service.Dealing with the assessment and resolution of payment protection insurance complaints in accordance with the aims and values of the Financial Ombudsman Service and in line with defined case-handling techniques and redress guidance. Assessing and presenting opinions on complaints that may not fall within the jurisdictional remit of the service. Consistently exceeded quality and productivity targets and standardsFully accredited adjudicator, specialising in the ombudsman’s jurisdiction in all financial sectors. In depth knowledge of the DISP rules as well ICOB, MCOB, GISC and MCCB.Assessing the Financial Conduct Authority’s dispute resolution rules to determine whether a complaint falls within the jurisdiction of the service.Educating firms on the correct interpretation of the relevant DISP rules.Jurisdiction technical support as well as liaising with technical departments and ombudsmen to ensure the efficient resolution of complex issues.Accredited and adjudicated on all PPI products. Assessing the suitability of different financial productsResponsible for actively managing a personal caseload whilst meeting and maintaining defined productivity and quality assurance targets. Train, support and coach new team members as well as carrying quality checksManaging small firm projects within the service to achieve increased customer satisfactionProviding an excellent standard of customer service and ensuring that findings are delivered to both consumers and businesses in a professional and transparent manner.

To deliver increased income and profitability for a doctors surgery by reviewing costs and revenue sources; to meet NHS standards and government targets; to review customer service and develop a practice vision and practice development plan.

To deliver the operational capability to support the processing of the company’s residential mortgage applications – this included the processing of mortgage applications from receipt to completion and release of funds, the provision of customer service administration (written, telephony and face to face), stakeholder management with a field based sales force and key stakeholders (branches and mortgage brokers) requiring excellent communication skills. The development of my teams to respond effectively to change in a commercial environment.Scope:• 70 employees and associated budget management of £2.5m per annum•Ensure processing capability for circa 30k mortgage applications (£2.5bn) per annum for mortgage lending •Provide service support to customers and key stakeholders through telephony channels handling circa 300k telephone calls per annum as well as responding to written enquiries•Ensure robust contingency plans are in place to react to changes in market conditions, both increases and decreases thereby ensuring service level agreements are maintained whilst efficiencies maximised. Develop and maintain a culture of continuous improvement and sharing of best practice ideas.