Accountable for both the attraction and retention of new and existing customers. This included the delivery of planned new mortgage and retention volumes and also optimising cross sales of Insurance products. Responsible for achieving the delivery of the sales plans within the Direct Mortgage Franchise. Work with Heads of Products, Marketing, Risk etc to drive forward opportunities to meet and exceed the financial plans.Responsible for understanding the Mortgage Franchise strategy… Show more Accountable for both the attraction and retention of new and existing customers. This included the delivery of planned new mortgage and retention volumes and also optimising cross sales of Insurance products. Responsible for achieving the delivery of the sales plans within the Direct Mortgage Franchise. Work with Heads of Products, Marketing, Risk etc to drive forward opportunities to meet and exceed the financial plans.Responsible for understanding the Mortgage Franchise strategy and developing and implementing a sales plan in order to achieve organisational growth goals of Mortgage lending, in line with treating customers fairly and giving them an informed choice. In conjunction with Product and Marketing colleagues develop appropriate Product and Marketing strategy and sales campaigns that meets customer needs Show less

Accountable for leading, coaching and developing a team of on average 7 Mortgage Managers and 50-70 FTE Mortgage Advisors. The role is accountable for leading their respective teams to ensure a superior customer experience is achieved and maintained and suitable customer outcomes are achieved. Responsible for implementing relevant elements of the Customer Banking Mortgage Strategy.

• Completed the sign off attestation for all roles providing mortgage advice in a telephony mortgage department following the Mortgage Market Review which was validated by a Green 2nd line audit (Total 87 Advisors, 20 Team Managers, and 4 Customer Service Leaders/Regional Mortgage Managers)• Successfully built and delivered Supervisor Training for 4 2nd Line Customer Service Leaders/Regional Mortgage Managers and 17 First Line Advice Managers• Completed coaching and sign off of the 2… Show more • Completed the sign off attestation for all roles providing mortgage advice in a telephony mortgage department following the Mortgage Market Review which was validated by a Green 2nd line audit (Total 87 Advisors, 20 Team Managers, and 4 Customer Service Leaders/Regional Mortgage Managers)• Successfully built and delivered Supervisor Training for 4 2nd Line Customer Service Leaders/Regional Mortgage Managers and 17 First Line Advice Managers• Completed coaching and sign off of the 2 Regional Mortgage Managers that replaced my role• Lead and supervised 10 mortgage supervisors to achieve all sales and compliance targets. Right First Time scores were 96%• Responsible as Advice Academy Leader for 52 new starters to mortgage advice including CEMAP development• Mortgage subject matter consultant on all aspects of providing advice and mortgage processes including the sign off of all business training material, customer engagement guidance, T & C schemes and process updates Show less

Employed by Britannia Building Society until the Merger with the Co-operative Bank in 2009• Lead and coached a team of 7 Mortgage Development Managers to deliver appropriate and suitable customer outcomes and to achieve a balanced scorecard of financial, people and risk measures – Right First Time scores always above 90% requirements• Collaborated and built quality relationships with key stakeholders to ensure maximum benefits were achieved. Achieved over 100% of Life Performance… Show more Employed by Britannia Building Society until the Merger with the Co-operative Bank in 2009• Lead and coached a team of 7 Mortgage Development Managers to deliver appropriate and suitable customer outcomes and to achieve a balanced scorecard of financial, people and risk measures – Right First Time scores always above 90% requirements• Collaborated and built quality relationships with key stakeholders to ensure maximum benefits were achieved. Achieved over 100% of Life Performance Sales target every year and 42% penetration rate• Top Performing Regional Mortgage Manager in every year that was in the role• Achieved Exceeding/Outstanding Appraisal Rating in every year in the role• Successfully lead an Income Protection Project that generated over £1million in additional protection income• Developed with TLSA the Leading the Business framework for the Regional Mortgage Manager role• CSAT customer feedback scores 90% Show less

• Responsible for the leadership and management of 14 Branch Managers, 1 Area Branch Manager, 1 Mortgage Development Manager and 1 Area Sales Manager (Financial Planning) and was the only Area to achieve Green First Line Supervisory Audit.• Area Manager of the Year 2008. 2007, 2005• Successfully coached and improved an Area from 17th out of 20 to Top Performing Area• 2011 secondment – developed understanding of Co-operative Banking products and processes and won Area Manager of the… Show more • Responsible for the leadership and management of 14 Branch Managers, 1 Area Branch Manager, 1 Mortgage Development Manager and 1 Area Sales Manager (Financial Planning) and was the only Area to achieve Green First Line Supervisory Audit.• Area Manager of the Year 2008. 2007, 2005• Successfully coached and improved an Area from 17th out of 20 to Top Performing Area• 2011 secondment – developed understanding of Co-operative Banking products and processes and won Area Manager of the Year at mid year of 2011• Completed the 2nd line regulatory supervision of a Mortgage Development Manager and Financial Planning Area Manager (competent advice supervisor status retained until 2006)• Achieved Bancassurance Team of the Year in 2006 and was asked to present the reasons for our success to 250 delegates at an AXA conference• WAVE customer scores 93.20% - Top National Team in 2011• Launched Rising Stars Area Manager Development Programme which resulted in 13 delegates being promoted in 12 months Show less

• Lead of a team of 1st Line Financial Advice Team Managers and attended awards dinner in 2003 for Top Performing Team• Completed for the T & C requirements and compliance requirements for a team of First Line Managers (Financial Advice Managers)• Achieved Competent Advice Supervisor Status for self

• 1st Line Supervisor to 9 Financial Advisors• Achieved Competent Advisor/Competent Supervisor Status to provide advice on Savings, Investments, Protection and Pensions.• Developed the Field Sales Manager Development Programme for new Field Sales Managers which resulted in 7 being promoted within 6 months• Won Field Sales Manager of the Year in 2001

• Won Advisor on the Year in 1997• Authorised to provide advice on Savings, Investments, Protection and Pensions