Elaine Hurst

Experience

• 

  The Co-operative Bank plc

  Feb 1996 - Aug 2024

  To support the delivery of the Bank’s risk framework, within Payments, Data and MI and Planning and Assurance, to facilitate the delivery of the risk management framework, drive good customer outcomes, regulatory compliance and discharge risk accountabilities.• Management of the Operational Risk Management System – ensuring issues are kept up to date and on track through monthly risk meetings with the business and issues are linked to the appropriate taxonomy.• Delivered strong management of Risk and Control framework including reviewing and testing key controls within the operation area which led to an overall reduction in the number of key controls, challenging as appropriate to ensure the controls are key and in line with the wider Risk Management Framework.• Facilitated annual RCSA reviews to ensure the inherent and residual risk ratings and rationale are still appropriate, and key controls are still suitable.• Organised, and facilitated risk meetings with senior stakeholders to ensure full awareness of their risk and control profiles• Supported with the creation of Operational risk content for the wider function monthly risk meeting• Collaborated cross functions with the second and third lines of defence to ensure issues under management are delivered on time with the appropriate evidence to support closure. • Co-ordinated responses for Root Cause Analysis creation prior to submission to the risk management system within the deadline prior to second line approval• Simplified the key controls across business areas, through working to understand the process and collaborating with the business areas.• Provided support to major programme and project deliveries with the boundary risk assessment to ensure the risk has been appropriately considered and mitigated.• Operated a series of workshops to raise awareness of risk event reporting, empowering colleagues to raise independently, whilst remaining a key point of contact for support. Show less Responsible for engagement with Business Sponsor and key stakeholders ensuring two way communication on progress, alignment of expected solution delivery, awareness of risks/issues and continued business justification, training and coaching colleagues on newly designed and developed processes. To develop effective, robust business readiness plans and deliver against these. Responsible for effective delivery and implementation of operational, improvement and regulatory change.Ensure that change lands smoothly with minimal impact on customers and colleagues.Lead subject matter expert for operational are, quickly absorbing technical knowledge in a number of complex areas, ensure that deliverables are sustainable and support the customer channels plan in line with the business case and deliver good customer and commercial outcomesTo ensure all projects/improvement are delivered to the required risk framework and within defined risk appetite, Creation and ongoing upkeep of Business Readiness Plans.•Initiated and delivered changes to the work manager tool, transforming the customer journey from paper to digital and enhancing the colleague journey by reducing time opening accounts from 20 to 10 days in line with the Digital Strategy.•Coordinated and facilitated project working group meetings, ensuring allocated actions all on track for project delivery. •Framed requirements document for project delivery, liaising internally and externally to ensure essentials appropriate for the business.•Guaranteed business needs met for regulatory and none-regulatory projects by contributing to relevant business requirements.•Increased efficiencies to reduce costs, decreasing number of outstanding customers waiting.•Created sustainable fit for purpose new processes by collaborating with other business areas.•Reduced cost of IT equipment from £3040 to £846 with total saving of £2194 through resourceful management. Show less Responsible for managing high performing teams of up to 15 staff, to process customer requests focusing on resolution at first point of contact. Daily business admin to include, work and capacity management to analyse service levels and to ensure business needs were met. Monthly 1-2-1’s to review performance and identify skill and knowledge gaps, coaching needs and future career aspirations. Strong performance management and exceptional organisational and planning skills, recognised as a particular strength evidenced in feedback.• Led the transition of non-auddis credit card direct debits to auddis, in turn, delivering industry leading service levels. • Robust management of Risk and Control framework including identification and resolution of issues. • Role model within my peer group, coaching, leading meetings and quality assurance sessions. • I was responsible for driving up efficiency’s to reduce cost, demonstrated by reducing the number of customers waiting to working on the day, utilising value and failure demand facilitated the overall customer experience. • Managed the business operation, reporting into the Lead Operations Manager, engaged with key stakeholders such as Resource planning, analyse and facilitate the recovery of work outside our service level agreement (sla). Excellent feedback received. Show less

  • Risk Manager

    Feb 2021 - Aug 2024

  • Business Readiness Advisor

    Sept 2015 - Jan 2021

  • Team Manager/Deputy Customer Service Manager

    Oct 2001 - Sept 2015

  • Customer Service Advisor

    Feb 1996 - Oct 2001
• 

  Betfred

  Aug 2024 - now

  Group Risk Manager