Ros Lister

Experience

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  Lloyds Bank

  Feb 1981 - Mar 2013

  Reporting to the Contact centre director I have successfully managed 300 front line telephone banking consultants with 45 team managers and 5 customer relationship managers in Newcastle and Sunderland. Responsible for all sales and service metrics including AHT, operational efficiency, sales performance, risk, recruitment and development of staff. Ensured that all compliance requirements were met which involved monitoring calls and observation of team managers to ensure that any risks were mitigated at the first opportunity with appropriate corrective action and ongoing coaching and development of staff. Show less Reporting to the Area Director I have worked in retail banking for a number of years attaining Regulated Branch Manager status.following completion of FPC 1, 2, & 3 qualification. Led various teams in all branch operations including sales of non regulated and regulated investments and pensions. Responsible for own regulated sales target giving advice on Investments, Pensions and Protection products. Ensured all service and risk objectives were delivered. This included undertaking weekly and monthly branch internal control checks and the observation and supervision of sales personnel within the branch. Responsibility for supervision of other regulated sellers within the local area which involved checking cases for accuracy of advice being given . Show less

  • Senior Relationship Manager

    Nov 2001 - Mar 2013

  • Bank Manager

    Feb 1981 - Nov 2001
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  TSB

  Mar 2013 - Jun 2016

  Manager, Sales & Service support

  Reporting to the Head of Channel Support and Business Planning I am responsible for sales targeting and MI for TSB Telephony centres including mortgages. Also monitor and report on Telephony Service metrics including NPS (Net Promotor Score) looking at consultant and IVR results.Analysis of customer verbatim comments to drive performance improvements. Remote management of my team as we are based in a number of locations.Experience working with pay and reward teams to ensure compliance measures were adhered to ensuring correct payments made to colleagues. Monitoring of sales volumes and sales practice, checking for non- compliance and addressing accordingly.Key Attributes - Strong leadership and motivational skills built through working in a number of different teams and departments. - Strong team- player skills developed through work in retail and telephone banking roles in which all key objectives were delivered. - Good organisational skills developed in a variety of deadline orientated situations. - Get on well with people at all levels, easily making good working relationships and have a wide network of stakeholders. - Have good presentation skills combining sound analytical research and clear verbal explanation. - Strive for quality in everything I do - Training and developing individuals and teams including performance appraisal - Enthusiasm and energy to improve customer service - Ability to make clear decisions when under the pressure of a demanding workload - Counselling, welfare and guidance of individuals - Understanding of key procedures, systems and compliance requirements Show less

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  Marks and Spencer

  Oct 2016 - Apr 2018

  Sales And Service Specialist
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  Karbon Homes

  Apr 2018 - Sept 2018

  Interim Customer relationship manager
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  Quilter Financial Planning

  Nov 2018 - now

  Financial Planning Manager

  Managing Level 4 Qualified FP Business Quality Assessors in QFP’s Business Assurance function.