Expert coaching & performance development across multiple channels from 121 sessions to groups up to 40 delegates. Embedding change sustainably.• Bespoke Coaching following needs analysis and performance review. Developing the performance of existing and new colleagues through focused coaching in 121 and group sessions, from senior leaders responsible for 100’s of staff, to frontline staff interacting directly with customers.• Delivering through others - Improved… Show more Expert coaching & performance development across multiple channels from 121 sessions to groups up to 40 delegates. Embedding change sustainably.• Bespoke Coaching following needs analysis and performance review. Developing the performance of existing and new colleagues through focused coaching in 121 and group sessions, from senior leaders responsible for 100’s of staff, to frontline staff interacting directly with customers.• Delivering through others - Improved Customer Satisfaction, Competence, Quality Assurance, Risk, Customer Outcomes and multiskill capability. • Creating and delivering 121 and group workshops, remote and face to face, to up-skill and multi-skill the workforce.• Driving strategic plans & collaborating across departments to develop more efficient working practices. Achieving a reduction of 30% in contact centre staff turnover. Increases of 20% in customer satisfaction and 15% in process accuracy to exceed target. Show less

Supervision, coaching and training a team of 12 Personal Banking Managers, Remote Leadership, Multi-site within the Retail Branch Network.• Improving team performance, competence & capability through regular coaching & training in sales process, customer experience, customer growth & retention. Creating & delivering bespoke training plans for 121 and group sessions of up to 30 staff.• 99.3% quality and accuracy of customer sales outcomes.• Achieved a 40%… Show more Supervision, coaching and training a team of 12 Personal Banking Managers, Remote Leadership, Multi-site within the Retail Branch Network.• Improving team performance, competence & capability through regular coaching & training in sales process, customer experience, customer growth & retention. Creating & delivering bespoke training plans for 121 and group sessions of up to 30 staff.• 99.3% quality and accuracy of customer sales outcomes.• Achieved a 40% increase in mobile banking active customers as Digital Lead.• Mentoring 8 Branch Managers multi-site to improve performance in sales, service & compliance.• Remote & On-Site supervision of Face to Face and distance selling.• Area lead for the performance of the Home Insurance proposition, analysis of data & trends, embedding success through sharing best practice and up skill of teams.• Subject matter expert for business conduct, risk & compliance. Show less

Continuous improvement of branch performance, Business, People & Risk KPIs• Leading a branch team of 10 staff to achieve all KPIs through effective leadership, proactive sales, customer retention, demand analysis and people development.• 130% sales vs target achievement.• Service Star Winners 2012-2013• Lowest team absence and turnover.• Regular coaching and training for all staff on products, services, processes, sales skills and behaviours to be the… Show more Continuous improvement of branch performance, Business, People & Risk KPIs• Leading a branch team of 10 staff to achieve all KPIs through effective leadership, proactive sales, customer retention, demand analysis and people development.• 130% sales vs target achievement.• Service Star Winners 2012-2013• Lowest team absence and turnover.• Regular coaching and training for all staff on products, services, processes, sales skills and behaviours to be the first choice on the high street for financial services.• Accountable for the profitability of the branch, exceeding sales and service target Show less

Group Money Purchase Pension, Insurance Sales & Retention Team Leader • Leading a team of 15 staff to exceed KPIs across sales, service and risk. • Winner of leader of the month and retention team of the month through highly effective retention strategy achieving 115% performance vs target.• Restructured the operations of department through end to end process review - reducing costs of maintaining a scheme and improving member contact performance.• Complaint… Show more Group Money Purchase Pension, Insurance Sales & Retention Team Leader • Leading a team of 15 staff to exceed KPIs across sales, service and risk. • Winner of leader of the month and retention team of the month through highly effective retention strategy achieving 115% performance vs target.• Restructured the operations of department through end to end process review - reducing costs of maintaining a scheme and improving member contact performance.• Complaint handling & Demand Analysis to continuously improve service and customer experience. Show less