Natalie Cox

Experience

• 

  HBOS

  Feb 2001 - Sept 2008

  Employed to lead and manage a technical support team of 12FTE. Responsible for creating and maintaining relationships with key stakeholders and suppliers to driver improvements in delivery and customer experience. June 2004 – August 2007Managed a team of 12 Customer Services advisors whose role was to deal with incoming calls regarding Policy enquiries and to deal with new and existing Claims. My role was to manage the day to day running of the team, monitor daily performance and to take complaint calls. Responsible for ensuring monthly one to ones took place and ensuring absences were managed under the Health Wellbeing and Attendance policy. Employed to handle the incoming calls, for policy and claims enquiries. This role progressed to a super user role giving support to other advisors across the floor and dealing with complex queries and complaints.

  • Technical Support Team Leader

    Aug 2007 - Sept 2008

  • Team Manager

    Jun 2004 - Aug 2007

  • Total Response Team Handler / Super User

    Feb 2001 - Jun 2004
• 

  Lloyds Banking Group

  Sept 2008 - now

  To provide effective and efficient leadership within the Software Development & Deployment Tools and Operational Management team, a comprehensive and complex, highly customer focused function, defining and contributing to the strategic direction of the area. Supporting all LBGs systems and services, meeting the needs of the wider group and enabling LBG to be the best bank for customers. Supports the wider group and works with multiple stakeholders, by providing expertise, and leads the group in the resolution of service related and management issues, ensuring appropriate prioritisation. Continually develop self with industry best practice methods and tooling used across the team. Defines policy and standards specific to role, ensuring compliance in line with appropriate risk management and reporting. Show less Leading and enabling the team to embrace cultural change, driving agility and transformation at pace. Maintaining the Service to ensure developers can check in/out source code and ensure version control procedures are met.Meeting regulatory, compliance and audit requirements (e.g. SOX controls) to ensure the source code is adequately protected.Supporting the shift to DevOps by maintaining and supporting the latest and greatest development tools as they are adopted.Developing, training and nurturing a strong Systems Management team, winning hearts and minds as the Service supports the Group’s DevOps transformation Show less Employed to lead the delivery of telephony and written customer service across a number of teams within Lloyds Banking Group's General Insurance division. Accountable for the planning, co-ordination, and delivery of customer service across a large and diverse business area. Responsible for the achievement of the planned performance and efficiency in order to ensure that agreed service standards are met as documented in balanced scorecards and that customers are provided with a high quality yet profitable service. Show less

  • Cloud DevOps – Mainframe Source Code & Deployment and Software Releasing Product Owner

    Mar 2024 - now

  • Senior Manager (Service) Software Development, Deployment Tools & Operational Management

    Nov 2020 - May 2024

  • Service Lead- Software, Deployment and Development Tools

    Oct 2018 - Nov 2020

  • People Development Lead - TWS, Rational, Endevor and QC Tools Support

    Dec 2012 - Oct 2018

  • Customer Service Simplification SME

    Mar 2012 - Dec 2012

  • Customer Service Operation Manager

    Feb 2010 - Feb 2012

  • Customer Service Manager

    Sept 2008 - Feb 2010