• Overhauled change deployment framework in HSBC UK Financial Support function (c1000 customer facing colleagues) • Programme lead for regulatory deployments (Consumer Duty, Mortgage Charter, Dear CEO) into operations Responsible for policy adherence control team; overhauling framework removing non-value add activity, enhancing assessment methods and tight root cause analysis• HSBC UK Spotlight Award winner for ‘Takes Responsibility by Finding Solutions’ out of 1000+• Leading a team of c60 colleagues who are responsible for ensuring that changes are delivered & embed into the operation effectively, safely, on-time, in budget and remain compliant with relevant standards.• Focusing on key customer journeys and policies, ensuring they are optimised to deliver good customer outcomes and align to Consumer Duty• Issues Management Lead including responsibility for investigation, prioritisation, delivery and embedding, working in partnership with the operational team, people experience and wider stakeholders.• Developing and managing intricate, multi-faceted budgets and investment plans while undertaking regular cost and productivity analysis to track and evaluate performance• Recruiting, developing and leading diverse, multi-disciplined teams across multiple projects and locations.• Providing coaching, guidance, direction, and leadership to the operational readiness team• Operate as the key operational representation across HSBC UK, establishing collaborative communication channels with high influence stakeholders• Direct and integrate the activities of multiple, project operations, ensuring that project efforts are cohesive, consistent, and effective in supporting HSBC UK WPB goals and strategic plans

Remotely driving performance through the monitoring, coaching and assessments of the Key Performance Indicators of the Financial Support Team in our Global Service CentresLeading a team of Global Liaison Managers with the day-to-day relationship management between our UK and GSC operations teamsDelivering HSBC’s strategic projects and performance framework which includes, improving & maintaining positive customer outcomes, driving efficiencies & embedding a nurturing people cultureEnsuring all Performance Level Agreements are achieved through a ‘hands on’ approach – leading from the front & taking a pragmatic approachProject management support for global migrations within the Financial Support Team, identifying opportunities & ensuring effective deployment for all stakeholdersDeveloping a strong stakeholder network and maintaining lasting relationships to ensure successful delivery of FST UK initiativesSupporting adherence to risk controls, helping create a culture that identifies issues and ensures that we collectively learn from identified opportunities to improve.