Experience

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  Hsbc

  Jan 2004 - Jan 2007

  Employee benefits manager
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  Hsbc

  Mar 2007 - Sept 2013

  Senior premier relationship manager

  As a Senior Premier Relationship Manager my key objectives were to manage, develop and grow a portfolio of diverse premier and personal account relationships. To achieve this, the Senior Premier Manager identifies their client’s financial service needs, and provide appropriate Bank/Subsidiary financial services. Effective portfolio management is essential to the growth of the allocated portfolio as is sales performance, referrals, adherence to procedures and controls, compliance and undertaking any required training with the aim of growing a profitable Relationship Management business within HSBC Bank UK's strategic framework. In addition the Senior Relationship Manager supports the reigonal team, with complex credit issues and training a team of Premier Managers.SpecialtiesCurrently manage portfolio of the Banks Highest Net Worth clients and help develop a team of Premier Managers. Show less

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  Yorkshire building society

  Sept 2013 - now

  Supporting the Group vision, values and strategic priorities, ensuring the Group meets its objectives. Ensuring that in delivering responsibilities, my function has due regard to members’ and customers’ interests and so helps to meet the Groups core purpose. -Engaging customer and non-customer facing roles with relevant, high quality initiatives to highlight their role in delivering the Group’s target customer experience.-Building customer experience engagement initiatives by taking key insights from research, analysis, KPI data and engaging relevant business functions to act. -Delivering high quality engagement initiatives via ALL available comms channels (F2F, online, written) which capture the imagination of colleagues and bring to life their role in delivering the target customer experience.-Delivering a customer centric programme of actions surfaced from the voice of customer dissatisfaction-Supporting the process to deliver the Customer Experience Forum each month; collating insight from around the business, reporting and promoting the forum to business units. Responsible for the creation and implementation of a Group wide vulnerable customer policy, leading the project through formation, impact assessment and application. Engaging with the Building Societies Association to form a sector vulnerability task force.Using Lean Six Sigma to improve the business realising cost savings and improved performance. Show less As Branch Manager of a flagship branch, I lead, developed and managed a team in the delivery of branch income objectives in line with policies and retail standards. I ensured staff achieved and maintained competency whilst demonstrating adherence to sales policies and internal development schemes. Responsible for coaching and mentoring staff through effective leadership and performance management tools, promoting an environment of service and quality, whilst developing a culture of success and effective customer service management. Show less

  • Customer Experience & Journey Management Consultant

    Oct 2014 - now

  • Branch Manager

    Sept 2013 - Oct 2014
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  Yorkshire building society charitable foundation

  Jan 2019 - now

  Trustee director

  The YBS Charitable Foundation makes a difference to local communities across the UK by donating to charities and good causes, focussing on two priority areas: Alleviating poverty and Improving health / saving livesThe YBS Charitable Foundation supports these priorities by making donations of UK registered charities, recommended by the Yorkshire Building Society's members and colleagues, with beneficiaries such as children, those who are seriously ill, as well as elderly, homeless and disabled people.As Trustee Director, I have responsibility for guiding decisions, setting overall policy, defining goals, setting targets, evaluating performance against agreed targets and working with other board members to provide strategic vision in the best interests of the foundation. Show less