Sarah Anderson

Experience

• 

  Tesco

  Dec 2015 - Jan 2019

  Customer Service Assistant

  Deputised for the department supervisor which tasked me to resolve problems such as: customer complaints and colleagues’ difficulties with retail systems. Bestowed the ‘Gold Award’. This is awarded to only two colleagues per year, managers nominate, and the winner is voted for by colleagues. This is given for outstanding customer service and going above and beyond for both customers and staff.

• 

  The Scottish Parliament

  May 2019 - Jun 2019

  Office and Communications Intern

  •Responded to inquiries from the public through various communication channels and supported the coordination of events and promotional activities. Handled and responded to sensitive and confidential information in both written and verbal forms.

• 

  Edinburgh Festival Fringe Society

  Jun 2019 - Sept 2019

  Operations Administrative Assistant

  •The primary contact for public, performers, suppliers, and colleague inquiries. Provided flexible and high-quality services in the Operations department by managing event logistics, setup and coordination across IT, premises, retail, and administrative tasks. Coordinated with vendors for office maintenance and supply orders.

• 

  Lloyds Banking Group

  Dec 2019 - Aug 2020

  Customer Service Advisor

  •Worked flexibly across all zones of the branch including banking hall, counter, self-serve, and enquiries. Supported customers by delivering a high level of customer experience through proactively and professionally identifying their needs, referring them to the appropriate banking, mortgage, or partner advisor in a timely manner.•Proactively identified and managed fraud and money laundering risk through effectively implementing bank policy.

• 

  HSBC

  Sept 2020 - now

  • Oversaw, managed, and was responsible for reporting the health and status of UK CMBs regulatory portfolio (8 programmes) to all HSBC colleagues, including senior management.• Created and implemented effective regulatory governance frameworks to ensure programmes were compliant with Global Change Standards and conducted regular MI monitoring to ensure ongoing adherence. • Provided regular project status reports, executive summaries, and presentations to senior management, highlighting key performance indicators, risk-mitigation strategies, and financial analysis.• Tracked MoM variances to identify discrepancies between actual and forecasted performance, allowing optimal resource allocation and correct budget allocation. • Collaborated with crossline business stakeholders to obtain and document the 2024 AOP programme and financial requirements. Prepared financial forecasts and budgetary reports to support senior management decisions. Show less • Responsible for the UK launch and implementation strategy of HSBC’s new commercial banking client pipeline and activity reporting platform. • Captured and validated the UK business change requirements by applying Design Thinking, Lean Six Sigma and Agile methodologies and collaborated with IT teams to define delivery timelines. • Reported project progress to senior management, including impact assessment for change requests on design, scope, and timeline. Proactively created and shared mitigation strategies to ensure delivery success.• Supported the launch by creating UK-customised training resources (written and verbal) and presenting at 12 virtual training sessions to over 2000 colleagues.• Improved colleague experience across HSBC’s new client activity and pipeline platform, evidenced by the UK having the highest user rate and lowest complaint rate of the 9 regions in Global Wholesale (as of Mar’23). Show less • Creator and owner of the primary internal communications for UK CMB’s change initiatives, delivered in a creative monthly channel distributed to 600+ colleagues.• By holding a breadth of knowledge and understanding across multiple different change programmes, CMB colleagues were able to clearly understand the impact of the deliveries for their business area.• Demonstrated excellent PowerPoint and design skills, with Global Transformation identifying the communication as best practice across HSBC’s 9 regions. Show less Change Support Manager | UK Transformation •Organised and participated in user acceptance testing (UAT) to validate solutions and ensure they met business requirements.•Prepared detailed business requirements documentation, including use cases user stories and acceptance criteria. •Proficient in using data analysis tools (Excel, PPD and Clarity) to extract, transform and analyse data for informed decision making.Transaction Risk Manager | Global Trade Solutions•Strong understanding of risk appetite in structured finance across various industries, primarily focusing on trade finance facilities and determining whether to refinance or exit distressed clients, limiting writing off debt. •Confidently delivered risk analysis and recommendations on GTS lending proposals, written and verbally, to colleagues with different risk criteria under strict deadline requirements. Associate | Large Corporate•Assisted relationship directors in managing large corporate client accounts (turnover £350m+), by conducting market research, studying industry trends, and analysing financial MI to complete client and internal banking administrative requirements (covenant monitoring, monthly MI submissions, renewal, and new money requests). •Good understanding of HSBC products and ability to provide detailed presentations to highlight identified opportunities to maximise client revenue through client planning. Show less

  • Business Strategy Manager | Chief of Staff Office for Head of UK Commercial Banking

    Feb 2024 - now

  • Regulatory Governance Manager | UK Transformation

    Mar 2023 - Feb 2024

  • Change Delivery & Implementation Manager | UK Transformation (Promotion)

    Oct 2022 - Mar 2023

  • Business Analyst | UK Transformation

    Jan 2022 - Oct 2022

  • Global Commercial Banking Graduate Scheme

    Sept 2020 - Jan 2022