Tom Girling Email and Phone Number

Key Responsibilities:• Fully accountable for all mortgage operations, driving efficiency and effectiveness and looking to implement process improvements• Department includes teams responsible for mortgage customers experiencing payment difficulties, dealing with customers from pre-arrears through to possession and subsequent debt recovery• Ongoing management of Skipton's closed Commercial loans book, working with borrowers to ensure prompt repayment of outstanding loans and maintaining low arrears and possession performance• Responsible for Quality Assurance for the Homes division of Skipton Building Society, working closely with relevant departments to drive excellent customer experiences and outcomes• Accountable for all operational customer communications for the Society, both Mortgages and Savings - looking to deliver process efficiencies and improve customer experiences through this channel• Chair of the Society's Business Recovery Team

Key Achievements: • Senior role, overseeing all mortgage advice provided to new and existing customers.• Latterly expanded responsibilities to assist mortgage customers facing financial difficulties.• Maintained a deep understanding of industry regulations to ensure high product standards.• Led a team of approximately 200 colleagues, managing customer and broker queries for mortgage products.• Achieved a 400% performance increase over two years for financial advice, contributing to successful sales teams.• Met KPI targets through effective leadership and optimization of customer experiences.• Led a department-wide strategic overhaul and established a sustainable future operating model.• Regularly represented the business in senior executive meetings and updated stakeholders on key business targets.

Key Achievements: • Senior role successfully leading c. 150 of colleagues, overseeing various aspects of customer service, independence, and engagement.• Managed savings and mortgage teams, addressing customer queries and concerns.• Implemented innovative customer experience strategies resulting in the launch of introducing web chat and video services for customers.• Demonstrated a strong commitment to customer obsession by playing leading role in being the first provider to offer a Lifetime ISA, enabling people to save better for their first home• Collaborated effectively with internal digital teams to enhance customer-facing digital experiences.• Established strong partnerships with stakeholders from various functions within the organisation.• Developed and executed strategies to enhance customer satisfaction and regulatory compliance.

Key Achievements: • Spearheaded the savings product development team and set short, medium and long-term plans for the business• Managed the savings balance sheet and delivered sustainable year on year profitability and customer growth • Supervised a team of 4 product managers and remained fully accountable for savings product management operations• Utilised data insights to improve pricing and customer retention strategies• Achieved balance acquisition and served as a product management expert across the business

Key Achievements: • Developed new strategic mortgage propositions including Skipton’s re-entry into the Buy to Let market• Delivered returns from higher-risk lending and significantly boosted profitability levels• Managed an exclusive product range for mortgage intermediaries and enriched relations with key mortgage clubs and networks• Networked with mortgage clubs to grow the business and met lending targets set by senior executives• Spearheaded new proposition projects, including a brand new mortgage reversion rate• Played a key role in achieving a 380% uplift in the Society's mortgage performance within just 3 years

Key Achievements: • Responsible for pricing mortgage products offered directly to customers in branch and over digital channels• Conducted competitor analysis, forecasted business financial performance and communicated insights to sales teams• Represented the department in operational and credit risk meetings, attended by senior executives• Played a key role in facilitating two major mergers with other building societies

Key Achievements: • Provided high-quality competitor analysis to internal managers and business leads• Prepared product change information for BDMs and branch colleagues and helped maximise business opportunities• Consulted stakeholders on product pricing and new product concepts in the market• Developed key skills in product management best practices and effectively collaborated with cross-functional teams