Ruaraidh MacLean

Experience

• 

  Royal Bank of Scotland

  Nov 2004 - Mar 2007

  Commercial Manager, Store Cards (Style Financial Services)

  Devised growth strategy for products while improving P&L figures.• Drove customer engagement and product usage by creating marketing and acquisition plan with Kwik Fit• Designed, developed, and rolled out Kwik-Fit “Buy Now Pay Later” store card• Successfully established relationship with Kwik Fit form managing a joint P&L to setting targets and gaining commitment from retailer to drive volume needed to support building customer base• Produced a report on the efforts versus reward as well as the external focus on store cards; recommended to exit that product/market Show less

• 

  RBS

  Mar 2008 - Oct 2019

  Responsibility for the strategic and operational direction of the Bank’s Overdraft, Personal Loan and Credit Card products. • Devised and implemented RBS, Nat West, and Ulster Bank overdraft strategy • Implemented processes that streamlined the application process reducing the application process by 50% on card, loan, and overdraft applications• Delivered a new high-value (up to £1m) overdraft proposition with automated account opening for private bank customers• Rolled out automated management of overdraft limits; minimised risk-weighted assets by £350M through review of technology systems and analysis of the customer journey to support the decision-making process• Improved product management and slashed cost to serve by simplifying current account range• Generated ~£1M p.a. savings highlighting and removing waste in customer documentation• Implemented end-to-end controls for compliance assurance and risk mitigation Show less Oversaw all functions associated with product strategy development, revenue maximisation, risk mitigation, and P&L management. • Reviewed RBS and NatWest overdraft automated and staff processes. Kept abreast with full customer experience from customer contact in branch to debt collection, application processes, and documentation• Built a team to undertake all research and analysis to identify inconsistencies and non-compliance within the overdraft process to protect customers• Implemented processes to ensure refund policies for charges and fees were consistent across the Bank and fair to customers in response to a new pricing structure• Designed updated monitoring and management information for Executive reporting• Achieved all KPIs and regulatory reporting metrics by developing overdraft product monitoring MI• Reduced customer complaints by 50% through customer satisfaction and complaint management plan Show less Responsible for the Development of a new product launch and the product Roadmap.• Developed and managed new product, including stakeholder relationships to get the product to market• Steered a joint venture agreement with PayPal as well as operational contracts with TSYS, Post Office and PayPoint• Agreed third-party contracts so that further partners could be brought on board• Developed joint P&L with PayPal while ensuring other 3 firms provided services as per agreed standards• Commended for introducing a new line of prepaid cards to support business goals; voted “Best Prepaid Card 2009” at UK card awards Show less

  • Product Manager

    Dec 2014 - Oct 2019

  • Commercial Manager, Overdrafts

    Nov 2010 - Dec 2014

  • Product Manager, Core Banking

    Oct 2009 - Nov 2010

  • Commerical Manager, Prepaid Cards

    Mar 2008 - Oct 2009
• 

  FRSH Consulting Ltd

  Nov 2019 - now

  Director
• 

  Scottish Tech Army

  May 2020 - Aug 2020

  Volunteer
• 

  LumiraDx

  Aug 2020 - Aug 2021

  Product Development Manager
• 

  OVO

  Sept 2021 - now

  • Product Lead - Payments

    Sept 2024 - now

  • Product Manager

    Sept 2021 - Sept 2024