Alexandra Crosby (Blundell)

Experience

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  HSBC

  Sept 2002 - Dec 2007

  Performance• Highly competent in the running and organisation of busy retail branches, including sub-branches.• Principally responsible for the sales floor and managing the “front of house” team in achieving and exceeding demanding daily sales and customer satisfaction targets. (Branch 36 FTE)Networking• Networked with local businesses to raise the profile of HSBC in the local area with “Business Doctor”Achievements• Hong Kong Exchange Programme 2007Successfully applied and accepted for a 6 month Branch Manager role-exchange in Hong Kong, in early 2007, which was the first of its kind to be run from the UK. This involved a rigorous interview and presentation to the board in Canary Wharf. The start of the global recession prevented this from being realised. Promoted to Senior Sales and Service Manager at Preston Fishergate instead, responsible for 15 staff and the front of house team.Communication & Planning• Remotely communicated 3 times per day with flag-ship teams and 2 sub-branches to gain sales figures and reported into conference calls with collated figures daily.• Co-Ordination of various branch teams was facilitated at a weekly meeting, at which successes, challenges and future goals would be set, providing consistent clarity. Show less

  • Branch Manager

    Oct 2004 - Dec 2007

  • Financial Planning Manager

    Sept 2002 - Oct 2004
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  Cheshire Building Society

  Jan 2008 - Apr 2011

  Branch Manager

  Performance• Responsible for the immediate turn around in each of the branch’s performance from bottom quartile to top quartile, consistently, by improving motivation and atmosphere and instilling a can-do, positive attitude in all of the teams. The provision of clear objectives, focus and direction, with the setting of expectations facilitated this each time.Audit• Improved processes and staff understanding so much so, that branches managed all received a GREEN rating when audited and went on to champion audit preparation with other BMs.Recruitment & Selection• Successfully recruited branch staff through the Cheshire Interview and Selection Process which included facilitating assessment centres and interviews.Leading from the Front• Provided many best practice ideas to other managers on theme days, tele-contacting and target management. • Deputised for Area Sales Manager; regularly attending meetings on his behalf and cascading messages and information throughout the Wales & West Area to Branch Managers. Change Management• Successfully delivered the Brand Merger news to branch teams when Nationwide stepped in, in Dec 2008 and pro-actively embraced the change that this brought to Regional Brands, in the time since this. Achievements• Innovation Taskforce – Regional Brands: Cheshire, Derbyshire and Dunfermline Building Societies: January 2010; was selected to join a Regional Brands project to work on Improving Customer Experience, culminating in a Dragons Den style presentation to Nationwide Group Directors at the National Manager’s Conference, April 2010. This gave the opportunity to work with colleagues from across the Regional Brands to research and aim to deliver a new Customer Loyalty Scheme. It also gave networking connections across the regions, raising my personal profile within the business. Show less

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  Nationwide Building Society

  May 2011 - Jun 2014

  Financial Planning Manager

  Offering Financial Advice• Making a difference to customers’ finances and lives, at a time when other providers of financial advice were withdrawing from the marketplace. • Worked throughout the NorthWest branch network and been able to give advice on Investments, Protection, Annuities and IHT to high net-worth individuals and mortgage customers.Change Management• Witnessed firsthand, the preparation for, and eventual introduction of the RDR proposition at NBS.• Was involved with NBS Culture Change with regards RDR by delivering positive messages to branch teams and leading by example. Communication & Presenting Skills• Built bridges between Retail Management colleagues and Financial Planning Team, within North West region, given my prior roles as a Branch Manager by presenting regularly at Regional Cheshire Roadshows and being the familiar face that staff recognised.• Regularly cascaded policy and process update information to North West colleagues on a weekly tele-conference call.Compliance• No complaints received and no issues have arisen from customer calls (post-sale). • All advice checked within required parameters for compliance.Coaching/Mentor• A “go-to” member of the North West team for 15+ colleagues and always there as a source of support for compliance queries, report writing, recent updates and changes to processes as well as IT systems.Achievements• Enjoyed achieving and exceeding targets and in turn the regular financial rewards relating to this, whilst always putting the customer at the heart of the advice. • Gained Level 4 qualification in 2012 & NBS Level 3 Competent Adviser status in early 2013 Show less

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  Capita

  Jun 2014 - Aug 2015

  Quality Manager (Remediation Services)

  Section 166 Investment Review for SantanderOverseeing the initial set-up of the Manchester Office and Sales Review Teams.Process Design and Implementation for Sales Review PilotBootle Office Call Centre: Requested to Organise and Manage QC function for Inbound Telephony, Admin, Investment Support & Complaints functions.Liaise with the Client on a daily basis, providing MI and motivating the teams to meet SLAs and increase productivity.Co-ordinate the Quality Control function across multi-site departmentsBuilding Relationships throughout the Operation Show less

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  Momenta Operations

  Aug 2015 - Oct 2015

  Team Leader (Remediation Services - Contractor)

  Initial Phase of a Section 166 Review for Major High Street Bank; Customer Contact Exercise for Mortgage Arrears• Initial team set up achieved, team objectives set and monitored• Team training oversight for multi-brand systems• Quality Control on 100% of calls made by Case Managers• Process gap identification• MI Implementation• Case management and allocation

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  Royal Bank of Scotland

  Jan 2016 - May 2018

  File Review Manager (Contractor) with Alexander Mann

  Investment Review Project

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  RBS

  Dec 2018 - now

  File Review Manager (Contractor) with Alexander Mann Solutions

  Mortgage Review Project