Tina H. Email & Phone Number

United Kingdom

Senior leader responsible for unlocking the potential digital and tech provides and translating this into brilliant solutions and experiences for our customers and colleagues Responsible for defining the groups digital and marketing strategies to deliver our purpose, which in turn deliver an accelerated set of scalable customer centric outcomes which meet our commercial goals.Building highly engaged diverse teams who embrace new ways of working and positive disruption in the pursuit of continuous improvement

Profile• Identifying opportunity to improve and enhance customer journeys whilst ensuring regulatory compliance• Building process to eradicate or mitigate ICOB/MCOB Conduct Risk in policies, systems, sales process, products and individual behaviours, using learns to undertake root cause analysis to identify other systemic issues and ensure appropriate customer outcomes.• Agile project Management and large scale change and implementation programs.• MMR & MCD implementation within direct operations.• S166 action planning and resolution.• PBR and Customer Remediation programmes.• Design, build, Implementation and monitoring of Sales, Risk and Conduct Risk management frameworks.• Recruitment, motivation and leadership of supervisory and sales management teams.• Sales Management and training

Responsibilities included achieving regulated mortgage sales activity and key branch activity whilst identifying key improvements within customer journey  Achieved top 5 region during 2009 & 2010  Developing, implementing and maintaining a business plan for the region Focusing on achieving customer acquisition, retention and cross sales. Managing the daily activities of the region Role model for company’s policies, principles, and procedures. Inspiring and developing motivating staff. Identifying then addressing team training and development needs.  Coaching and developing staff to improve and enhance customer experience

Responsibilities included achieving regulated mortgage sales activity and key branch activity