Helen Harkness

Experience

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  Sky Television

  Aug 1996 - May 1997

  Customer Service Consultant

  Reporting directly to Team Leader, my role was to sell and up sell the TV packages directly on the phone and achieve sales target.

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  DIRECT LINE INSURANCE

  May 1997 - Jun 2004

  Sales & Service Consultant

  Reporting directly to Team Leader, my role was to sell Motor Insurance and cross sell Rescue cover directly on the phone and achieve sales target.

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  RBS Insurance

  Jan 2010 - Apr 2011

  Duties and Responsibilities primarily entail:Assisting the sales manager with the running of the department in his absenceDriving the sales performance for the department, through coaching less experienced team leaders, or challenging where necessary any team leader who is not performing to the required standards.Engaging with senior members of the business during daily sales calls to improve the overall performance of the business Managing current absence levels, tracking trends and patterns and assisting team leaders with any actions required to improve this area.Keeping department fully functional, ensuring any system changes, staff list amendments etc are done in a timely manner to keep the department operational at all times.I have received outstanding feedback on the performance that I have delivered whilst in this position from my peers and senior members of management. Show less Duties and Responsibilities primarily entail:Managing a team of 12 sales consultants, leading them to achieve sales targets across a range of products & brands through consistent adherence to RBS standards & sales processes.Achieving sales targets through motivating and developing my team members through regular coaching sessions to achieve our desired goalsAdhoc monitoring of calls to ensure the delivery of achieving sales through fantastic customer service.Facilitating a daily buzz session to discuss current sales performance and encouraging audience participation for sharing best practise to improve performanceConduct regular 1-2-1 sessions setting achievable objectives, with set milestones to ensure they are on target to be achieved and manage sales performance. Performing annual and interim reviews to encourage team development. Implementing and tracking any performance management when and if necessaryEngaging with planning and Queue management department ensuring call handling is within service levels. Monitor calls for Quality and Audit purposes and ensuring TCF is implemented Show less Duties and Responsibilities primarily entail:Delivering further sales training required after the agents initial training. Preparing and presenting a number of workshops to the trainees, also coaching and assisting them with the tools required to ensure they were fully equipped to join their teams at the end of the academy periodConducting regular 1-2-1 sessions with the trainees ensuring requirements met from both sides and to minimise staff turnover at the earliest opportunityOverseeing all business requirements were in place, including setting up user profiles, aspect details and ordering any headset etc required. Working closely with the planning department to make sure that we could accommodate shift preferences whilst still delivering on call handling and achieving service levels. Using my excellent organisational skills to make sure all of this was in place within the required timescalesDepartment Absence Champion Show less

  • Deputy Department Sales Manager

    May 2010 - Apr 2011

  • Sales Team Leader

    Jun 2004 - Apr 2011

  • Sales Team Leader

    May 1997 - Apr 2011

  • Sales Academy Team Leader

    Jan 2010 - Jun 2010
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  Barclays Wealth and Investment Management

  Apr 2011 - Aug 2014

  International On-Boarding Team Manager

  Duties and Responsibilities primarily entail:•Managing the department who have soul responsibility for on-boarding all new to bank clients, leading them to achieve sales targets across a range of products within Barclays WIM.•Resource planning all client contact channels •Interact with senior stakeholders to ensure delivery on key marketing strategies •Facilitate and delivering strategic planning sessions to improve the process for all new to bank international clients while focusing on the overall client experience. •Responsible for recruitment within the department, including interviewing, completing the IHire requisition. •Engage with the quality team to ensure understanding of the client standard which in turn improves the client experience •Liaise with the planning and re-sourcing team daily/weekly to ensure delivery of business service levels.•Extensive knowledge of CDD and KYC whilst liaising with Risk to ensure the bank guidelines are adhered too at all times.•Achieving sales targets through motivating and developing my team members with regular coaching sessions to achieve our desired goals. Show less

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  Barclays

  Sept 2014 - Jun 2021

  Business Implementation Manager, Barclays Private Bank

  •Delivering regulatory change across Barclays, Private Bank Business. •Project planning and control; governance framework management across Private Bank jurisdictions, co-ordinating status reports including risks, issues and dependencies across all Private Bank. •Responsible for recording and maintaining decision outcomes, specifically where relevant dispensations, have been granted to evidence the risk has been understood and agreed by the business, enabling evidence to all internal line of defence business areas. •Stakeholder engagement and management, presiding over various governance forums, to review and influence decision making requirements with internal business units including Country Managers, Financial Crime, Compliance, Business Risk, Legal, Advocacy, as well as customer facing colleagues•Managing the performance quality and delivery of remote non-project teams in both internal operational business areas and external third party suppliers•Accountability for customer journeys, delivering a customer focused approach •Data Analysis; management and control to inform internal and external regulatory reporting •Planning and managing the end to end delivery of phased client communication campaigns including mailing, material design and approval, mailing data, live proving and approval to release to clients Show less

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  Barclays Private Bank

  Jun 2021 - now

  Regulatory Reporting Manager