Experience

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  Yale lift truck technologies

  Jan 1984 - Jan 1987

  Production controller/buyer

  Ensure plant production and manufacture in line with required productivity.Manage to strict time lines, achieve budget for purchase and development

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  Aviva

  Mar 1987 - Oct 1993

  Roles and responsibilities:Working with senior consultants to develop business with insurance brokers. Developed the Commercial Mortgage Desk as a Pilot for Professional Medical Practices which was then rolled out nationally where I acted as a source of expertise. Other Project Consultation Business Development,sales & support for financial introducers.Group Scheme & Commercial Mortgage sales

  • Trainee Inspector/Mortgage Controller

    Jan 1988 - Oct 1993

  • Consultant

    Mar 1987 - Mar 1990
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  Cheltenham and gloucester building society

  Jan 1991 - Nov 1993

  Financial advisor/business development manager

  Roles and responsibilities:Providing direct financial advice solutions for customers, managing of retail branches as necessary, liaising with other professionals such as estate agents, solicitors, and independent financial advisors, generating external business for the company.

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  Hbos plc

  Dec 1993 - Dec 1997

  Senior financial advisor

  Role and responsibilities: Advising and providing financial planning solutions, analysing client needs to assist in informed decision making, and subsequent achievement of sales targets. Working within a team; coaching and developing others including retail managers and related staff, to increase knowledge of products and develop lead generation.

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  Hbos plc/lloyds banking group

  Dec 1997 - May 2012

  Area manager

  Effectively lead and manage a team of financial advisers; motivating and coaching team members to maximise short and long term profitability, through achievement of sales, quality and service targets. Accountable for individual, area, regional and retail outlet objectivesProvide first line supervision for financial advisors, and ensure all sales practices comply with company Training & Competence Scheme and other regulatory requirements. Prepare and deliver business plans to ensure agreed targets and objectives are achieved, effectively managing allocated resources and reviewing the performance of line reports. Pro-actively promote a "high performance" culture, via regular team and individual coaching; influencing lead generators to maximise performance results.Responsible for recruitment and succession planning. Maximise team and individual performances by ensuring appropriate location placement.Develop and maintain effective working relationships across retail staff and specialist colleagues to ensure successful collaborative working.Maintenance of own and team knowledge of products, procedures and commercial changes.Ensure business is conducted in line with Bank rules together with legal and regulatory requirements. Consistent review and implementation of all set Key Performance Indicators (KPI), aligned to setting business and individual objectives. Show less

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  Deloitte

  May 2012 - Jul 2012

  Membership manager-contracting

  Limited company contracting,services to be updated shortly.Company name-AMG Planning and Solutions LimitedRisk assesment,relationship management

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  Phoenix group

  Jul 2012 - now

  Senior quality oversight and outcomes manager

  Senior management role responsible for providing assurance that the Phoenix Customer Commitments and Fairness Experience Principles are embedded within the customer areas at our Outsource Service Providers (OSPs) and Affinity Partners.Oversaw and ensure alignment to Consumer Duty customer outcomes.Ensure regulatory compliance and effective risk management is maintained and managed, developing and delivering risk management framework requirements across Customer Division.To plan, direct and coordinate quality assurance programs and formulate quality control policies. Instituting a vigorous programme of assurance, audit and quality improvement. While acting as a single point of contact for all assurance related actions and activities. Using data, MI and SMEs input to inform assurance priorities. Setting standards that are consistent with customer requirements, controlling processes and improving their capability.Use Leadership behaviours to maximise, influence and develop a culture of evaluation and improvement to deliver required assurance with minimal duplication.Embed a culture of assurance and evaluation (both qualitative and quantitative) to ensure that policies, processes and plans are effectively implemented and that all outputs are consistent with requirements (Both internally and externally).Ensure independent assurance of the customer experience at our outsourcers is provided through the planning and delivery of a rolling programme of customer audits supported by regular monitoring of telephone calls and back office processing.Improve customer engagement levels and with clearly defined customer journeys whilst improving organisations Conduct Risk position. Delivery of outcomes and solutions for customers within an appropriate control environment.A qualified Quality Practitioner and also hold DipFA Financial Services.Ensure Regulatory activity is carried out within FCA/PRA & FSA permissions. Show less