Tracey Scott

Experience

• 

  RBS

  Jun 1986 - Jun 2020

  Responsible for delivery of high-quality multiple work streams covering complex, large scale, end to end transformation projects as well as smaller, high impact service led improvement initiatives that transformed and simplified critical customer services and achieve a positive and sustainable impact on strategic business objectives of customer NPS, financial and capability related goals. Led change project teams of up to 20 Delivery Change Agents, successfully applying the 'Determined to Lead' and 'Strengths Based Leadership' techniques to develop these teams into high performing teams skilled in the design and delivery of high-quality customer orientated processes.As part of a Bank-wide control transformation programme, I led risk and control reviews of the Bank's key end to end processes e.g. Commercial Term Lending, Recruitment of Employees and Personal Savings and Current Accounts. This involved developing detailed insight of current inherent and residual material risks and associated controls, understanding root causes of control failures, designing simplified/improved controls in line with risk appetite and achieving sign off of design proposals (including cost-benefit analysis) for the business to take forward.Deployed and led five Lean business transformation deployments within RBS key Operations, implementing and coaching the business in the McKinsey 5 lenses approach to improve customer experience, staff engagement and gain efficiencies through process redesign and performance management techniques of KPIs, Performance Boards, huddle facilitation, root cause problem solving and flexible manpower systems. Provided coaching and feedback to the leadership team to ensure the sustainability of solutions. Show less Gained expertise in Operations Management over a 10 year period holding key operational leadership positions across various functions including Telephony Contact Centres, Debt Management, Complaints, Finance (reconciliations and payments units) and Back Office processing. Leading teams of up to 88 FTE spread across three UK operational sites). A respected leader achieving consistent delivery of stretching business goals (including restructuring) and excellent people engagement results year on year.Business Improvement Manager for the Operations division of RBS, leading and driving change through Lean and Six Sigma techniques to increase the quality of services and reduce costs. An example includes designing and delivering a new operating model that delivered an uplift of c.£1.5m p.a. in debt recovered.Designed and implemented an improved MI suite to track and drive team KPIs.Engaged 3rd party suppliers to outsource specific work types, to deliver efficiency and service benefits for the business.Business Improvement Programme lead for the Cards division of RBS, supporting 5 locations across the UK (1500 FTE). Led a team of Improvement consultants, responsible for enhancing business performance in Customer experience, income, operational efficiencies and staff engagement via the coaching, delivery and sustaining of Lean, Six Sigma and WorkOut tools and techniques. Learning and Development Consultant for 6 years, identifying, designing and delivering training to ensure improved performance through an uplift in the capability of our people. Commenced my Banking career with NatWest Branch Banking (5 years experience) undertaking frontline customer service duties. Show less

  • Head of Change, Shared Services Operations

    Jul 2018 - Jun 2020

  • GDPR Programme Manager, Operations RBS

    Apr 2017 - Jun 2018

  • Simplification & Lean Leader, Operations, RBS

    May 2011 - Mar 2017

  • Business Operations Leadership (multiple positions held), RBS Worldpay

    Jun 1986 - May 2011
• 

  Worldpay

  Jun 2020 - now

  Vice President EMEA Enterprise, Client Success

  Leading team of account managers in multi-locations providing dedicated operational support to high profile market leading global businesses predominantly in the gambling, airline, retail, travel and digital business sectors. Key focus on delivering customer excellence through people with industry knowledge, customer insight, excellent communication skills and a genuine passion for building strong customer relationships. Successful outcomes measured through NPS.