Bringing 3 districts together as one area.Leading 23 branches circa 180 colleagues, across parts of Lancashire, Merseyside, Greater Manchester, Lake District and Cumbria. Ensuring my teams have a meaningful impact on customers and communities by being bigger and better. Establishing a powerful reputation for who we are and what we do, on local high streets and with influential stakeholders.Leading my team effectively to contribute to the society’s cost and efficiency objectives. Driving my team to continuously improve, become more technology centric, innovative and digitised.Managing area spend v budget. My team contributes to growing our engaged membership by building relationships. Through proactive conversations my team will contribute towards deeper, broader, more lifelong relationships that provide the best value in banking through different life stages, experiences and circumstances. Enabling high performance within my team through clear direction, aligned to the strategy, prioritising work to deliver at pace, creating an inclusive team environment, managing risk, ensuring people are supported and improving and developing is expected/encouraged. My team contribute towards achieving the society service aspiration of being number 1 for customer experience. I ensure our service is high quality, brilliant and were easy to do business with. Working co-operatively with colleagues, being receptive to change and can embrace new ways of working and supporting overtime requests as required by the business needs.Sharing best practice when undertaking all work scopes and that a high-quality output is delivered consistently.Using excellent communication skills at all levels while remaining dedicated to ensuring understanding of company requirements and procedures. Working in a fast-paced high-pressure environment with the ability to consistently meet deadlines with the highest quality whether working solo or as part of a team.

Reporting to the Regional Director, with line management responsibility for 20 managers, 20 branches and circa 130 personnel across central Manchester.Working as an integral part of the Regional Directors team to implement strategies on key lines in addition to deputising for the Regional Director, running the Region in her absence.One of a few Area Director’s to be part of the Next Generation Talent programme for RBS.Responsible for leading teams to support customers through an omni channel model.Change management responsibility to re integrate the channels across the business network.Senior stakeholder with Director Members from Commercial, Corporate, Business and Private Banking. As part of being a senior stakeholder I lead a Central Manchester Partnership Board and take ownership of lead referrals across all key areas.Long term market planning for my geographic area to deliver market share growth in profitable Private, Personal & Business products and services to new and existing customers.Responsible for delivering income against a balance sheet across personal, private and small business banking.Managing costs in line with the budgetary plan, including resource planning of staff and resources to ensure cost efficiency.Putting customers and their interests at the heart of everything to ensure quality and exceptional service.Facilitating and delivering ongoing process and continuous improvement activity.Maintaining full understanding of the regulatory environment both internal and external.Managing the appropriate risk accountabilities, linking to the FCA’s approach to the Conduct Risk Framework and Core Conduct Programme. Adherence to all internal and external compliance and control measures.All aspects of people management including coaching, performance management, retention, succession planning, recruitment.Establishing professional and effective working relationships with customers to understand their needs and deliver required service.

RBS England and Wales, Mosley Street Cluster May 2009– October 2014Area Manager Retail Reporting to the Regional Director, with line management responsibility for 5 Branch Managers, 8 branches (including sub branches) and circa 65 personnel.Deputising for the Regional Director, running the Region in her absence.Long term market planning for my geographic area to deliver market share growth in profitable customers.Identifying key opportunity areas and driving local marketing initiatives.Creating a high profile local business role within the local community/economy.Working with branch teams to ensure that customers experience a world class service.Putting customers and their interests at the heart of everything to ensure quality and exceptional service.Facilitating and delivering ongoing process and continuous improvement activity.Resource planning of staff and resources to ensure cost efficiency.Coaching of staff to ensure that they demonstrate a passion for fair treatment of customers.Ensuring that complaints are promptly resolved, put right, and do not occur again.Strict adherence to FSA legislation.Risk assessments of key processes and procedures, working proactively to avoid risk for both the business and our customers.Ensuring strict adherence to cash and controls standards, ensuring delivery of effective ACET scores across the branches.All aspects of people management including performance management, training and development, reward and recognition and recruitment.Developing and enhancing, at an Area level, the relationship between Retail Banking, Commercial Banking and Manufacturing.Supporting the region in creating effective communication packs.

Reporting to the Regional Director, with responsibility for line management of 7 Branch Managers, 8 branches, a Personal Mortgage Adviser, activity management of Financial Planning Manager’s and circa 100+ personnel.Exceeding challenging financial targets through effective management.Long term market planning for my geographic area to deliver market share growth in profitable customers.Identifying key opportunity areas and driving local marketing initiatives.Developing and enhancing, at an Area level, the relationship between Retail Banking, Commercial Banking and Manufacturing.Managing service proposition through my reportees, putting customers and their interests at the heart of everything to ensure quality and exceptional service.Resource planning of staff and resources to ensure cost efficiency.Coaching of staff to ensure that they demonstrate a passion for fair treatment of customers.Risk assessing key processes and procedures, working proactively to avoid risk for both the business and our customers.Ensuring strict adherence to cash and controls standards, ensuring delivery of effective ACET scores across the branches.All aspects of people management including performance management, training and development, reward and recognition and recruitment.

Reporting to the Area Manager, with responsibility for line management of 1 Deputy Branch Manager, 1 Team Leader, 3 Customer Adviser’s, 15 staff in total. Managing a team of employees across a balanced scorecard.Income – Productivity and Profitability. Managing all staff to a standard of deliverable objectives and targets, individual to each role. Customer– Customer service scored directly from customer feedback and mystery shop results. Working and achieving service standards against peers.Conduct – Managing the branch to a set of clear regulatory and bank standards. Following legislation and ensuring compliance, this ensured effective Platinum ACET scores.Colleague – responsible for all aspects of people management for branch including Sickness management, performance management and staff engagement.Working to a set of objectives to increase profitability of the branch.Ensuring customer service is delivered at exemplary standard always.Working within the local community to raise funds for charitable causes and to attract new business.Full responsibility for the Day to Day running of a retail branch.Providing clear communication, adapting to my specific branch where needed and creating ad-hoc communications where necessary.