April 2019 - to present Seconded to project manager role . Main responsibilities include project governance, design and implementation of new tools and systems, budget control and governance, engaging senior and executive stakeholders to gain buy in to changes. September 2016 to April 2019 Level 2 Ombudsman Manager. Main responsibilities involve issuing final decisions on complex financial complaints, leading teams of staff, training staff across all levels, liaising with external stakeholders and financial institutions. Led on a number of organisation wide projects. Developed a strong technical knowledge of multiple financial services products including consumer credit, banking standards, and insurance products. Day to day responsibilities and skills included: ● Mediating between businesses and consumers who have been unable to resolve their complaints informally. Using ability to issue legally binding final decisions to resolve complaints. Developed strong decision-making skills, leading to large amounts of resolutions. Confident at reviewing and analysing consumer testimony and large volumes of business data, whilst also observing FCA principles and good industry practice to provide complainants with a resolution to their case;● Leading and motivating teams to achieve key objectives. Developing team members to increase knowledge of financial products. Running pod budgets and reviews for senior leaders in the organisation. Performance management of individuals to ensure quality of work, and consistency of performance;● Working with external shareholders. Using excellent communication skills to explain and provide an understanding of our approach to our stakeholders. In turn, helping businesses to mediate more effectively with their consumers at a front-end stage – including conference calls and external meetings;

Highly successful team manager leading teams in all financial service products. Responsible for all performance management, setting challenging and stretching targets. Managing across all staff levels, using superb communication skills to engage and motivate team members to exceed key objectives. Relied on by senior leaders to lead a number of organisation wide projects including the expansion of package bank accounts.Main responsibilities include:● Leading and motivating teams to achieve key objectives. Developing team members to increase knowledge of financial products. Running pod budgets and reviews for senior leaders in the organisation. Performance management of individuals to ensure quality of work, and consistency of performance.● Project managing large organisation projects. Developing all necessary skills to ensure all milestones were met. Created robust project governance to ensure stakeholder engagement and management, risk mitigation and strong quality assurance frameworks.