• Managing a team of Operational Risk Business Partners to deliver HL's risk maturity programme of work; embedding frameworks and to support the development of robust risk management practices.• Organising annual and ad-hoc RCSA activity, including continual development of RCSA quality.• Evolving strategy and tooling to capture and track risk remediation activity including regulatory initiatives.• Ensuring risk events are managed appropriately within HL's Operations department, including adherence to risk event SLAs and root cause analysis provision.• Maintaining the alignment of Business Partnering activities with Controls Testing and CASS teams.• Embedding initiatives to continually enhance Risk Culture through Business Partnering.• Embedding compliance risk standards and governance within the Operations function and escalating any issues or incidents to the relevant stakeholders.• Working with the CASS, Risk, Compliance Monitoring and Internal Audit Teams at HL to facilitate the audit and review process with Operations Business Partners. • Enhance reporting, including risk profiling as part of business partnering developments.• Organising the maintenance of risk appetite metrics, ensuring efficient sourcing of data and commentary.

• Overseeing and managing the development of a strong risk-management culture in HL• Identify, assess, and quantify business risks and issues, ensuring remedial actions are in place to mitigate risks.• Facilitating Risk and Control Self Assessments (RCSAs) which identify the key risks, and their impact on the business.• Production of reports and MI packs to aid first line risk management, developing a methodology and framework for key risk indicators• Oversee the delivery of an ongoing first line assurance framework, testing the design and effectiveness of key controls• Liaising with second and third line departments (Risk, Compliance, Internal Audit etc) around risk embedment at a manager and senior manager level• Analysis of MI relating to Risk Events, detailing Errors, CASS breaches and other areas to drive more effective risk management activities• Educate departments at HL to enhance their understanding and adherence to the Operational Risk Management framework.

• I implemented and currently manage the Quality Assurance function responsible for the oversight of the Helpdesk at HL, managing a team of 10 FTE. I designed a suit of MI to provide key insights from Quality Assurance activity to key stakeholders in the business. • I manage risk incidents with senior stakeholders across the business, performing root cause analysis to prevent significant incidents from reoccurring. • I am a first line risk SME who is frequently consulted by the business as part of transformation initiatives which impact client contact. • I am experienced in designing and maintaining RCSAs for the department, aligned with the HL group risk taxonomy. • I am a first line risk SME who is frequently consulted by the business as part of trwhich impact client contact. • From December 2022, I have overseen the deployment of AWS Contact Lens as a new tool for Quality Assurance within HL's contact centre, which uses text transcription and analytics software. I have managed the team through the transition of changing assurance systems whilst maintaining continuity of our operating model.

• In this role I managed multiple teams, with staff of 100 FTE, across the Investment Helpdesk at Hargreaves Lansdown. • I was responsible for the management of a group of first line managers as well as delivering to the department KPIs centred around delivering an outstanding client service. • In this role I was the hiring manager for the Investment Helpdesk, gaining extensive experience at hiring colleagues in the early parts of their careers.

• Responsible for managing a team of 10-12 people in order to meet department KPIs. • Work closely with other departments at Hargreaves Lansdown to ensure that Investment Helpdesk has a clear and up to date understanding of business procedures and new implementations. • Responsible for recruiting new staff to Investment Helpdesk• Use social media channels (twitter/facebook) to respond to queries.

• Leading member of the department regarding email responses to clients. • Point of contact in department for complex queries• Offered training and development support for existing staff.

• First line of communication with clients via telephone and email.• First-hand experience of working during the transition of the Retail Distribution Review, which led me to have a deep understanding of how clients react to significant changes in financial services industry.• Trained and mentored new starters.