Zoe Rees

Experience

• 

  Tesco Stores CR

  Jun 2003 - Feb 2006

  Team Manager

  • Responsible for the supervision and performance management of 30 employees.• Responding to customer queries and resolving customer complaints always ensuring good customer outcomes.

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  Diligenta - a subsidiary of Tata Consultancy Services

  Apr 2006 - Feb 2007

  Insurance Specialist

  • Providing information and guidance to policyholders and independent financial advisors on personal pensions and pension plan options.• Providing pensions training to junior colleagues.

• 

  NHS Lincolnshire

  Mar 2007 - Jul 2008

  Research and Development & Clinical Governance

  • Responsible for department financial planning, forecasting and administration of budgets. • Creation of a quarterly business newsletter to share key messages and important research breakthroughs.• Appropriate records management of research approvals in line with Data Protection Act 1998.• Deputising for the Research Management & Governance Officer ensuring all research carried out is appropriately governed for staff and patient safety.• Planning, organising and coordinating activities for research initiatives such as focus groups, local university collaboration and patient trials.• Coordinating applications for private and public funding to support research projects.• Organising internal audits and collating evidence.• Ensuring sensitivity, confidentiality and discretion with all work and communications.• Providing administrative support to management team. Show less

• 

  Environment Agency

  Nov 2008 - Mar 2010

  Planning Officer

  • Responding to Local Planning Authority on pre planning enquiries and planning applications.• Attending planning consultation sessions with local authorities• Issuing formal planning application responses. • Providing training and support for internal colleagues.

• 

  Barclays UK

  Mar 2010 - now

  • Completion of annual MRI & Scoping for RCSAs to ensure appropriate end to end coverage for the business.• Undertaking annual RCSA reviews with SMEs, Accountable Executives and Key Risk Owners.• Presenting and overview completed RCSA reviews and final BPF risk and Control environment to the Managing Director and ExCo members for review, challenge and approval.• Ensuring risk management activity is considered within change initiatives through active participation at all stages of development.• Supporting Key Risk owners to identify, record, monitor and report on business risks in accordance with the Group Enterprise-Wide Risk Framework.• Embedded Operational Risk Toolkit requirements into the business and supported the launch of new Operational Risk Policy Standards & Systems.• Engaged business stakeholders and maintained effective follow-up and tracking on the remediation of weaknesses and control gaps identified through internal and external audits, ensuring that good practice is identified and shared. • Audit Lead for the BPF Client Recruitment, Settlement and Monitoring (excluding Client Selling Practices).• Coordination and completion of the Introducer Workbooks in line with the Introducer standard as part of the periodic reviews for presentation at the Business Introducer Committee (BIC).• Coordinated and completed annual attestations for Risk Events, SOX, Turnbull, FLA and the Introducer Policy.• Managing and maintaining relevant Governance documentation for BPF.• Building business unit capability in risk and control related matters, through the creation of a Risk Champions Network. The network encourages risk and control discussion, sharing best practice and supporting the business to deliver Key Risk and Control activities in a consistent manner using a business wide risk management approach. • Responsible for the production and delivery of Risk and Control awareness materials for 1LOD colleagues. Show less • Awarded ‘Highly Commended Team Leader of the Year’ at the Welsh Contact Centre Awards.​ ​ • Responsible for the supervision and performance management of 19 Full Time Employees.• Identifying training needs for the team and organising appropriate training courses to aid team development and performance.• Prioritising, organising and managing my own workload to ensure maximum effectiveness.• Taking responsibility for driving my own personal development and always ensuring that I show appropriate values and behaviours and acting as a role model for colleagues.• Preparation of monthly rotas to maintain agreed service level agreements.• Responsible for the resolution of customer and client complaints, ensuring fair and appropriate customer outcomes.• Assessing effectiveness of service delivery through self and peer review, benchmarking and formal evaluation.• Providing monthly service delivery reports detailing performance against service level agreements.• Contributing in department, leadership and team meetings. Creating, delivering and responding to key agenda items. Show less

  • Senior Product Manager - Financial Crime, EID&V and KYC for customer onboarding

    Jan 2025 - now

  • Senior Product Manager - Affordability

    Dec 2022 - now

  • Product Governance Manager

    Mar 2018 - Dec 2022

  • Senior Operational Risk Manager

    Jan 2016 - Mar 2018

  • Risk and Governance Manager

    Mar 2014 - Dec 2016

  • Team Leader

    Mar 2010 - Mar 2014