Daniel Graham

Experience

• 

  The Alma Inn

  May 2009 - Sept 2010

  Front Of House Manager

  As the front of house manager I ensured that the restaurant and hotel ran efficiently. My duties included:• Managing all employees, individually and as a staff.• Delegating daily tasks appropriately to guarantee maximised productivity and exceptional customer service. • Managing the afternoon and evening restaurant service. • Preparing and supervising organised events.• Rota planning.• Stock management.This position required excellent interpersonal skills to maintain good relationships with both suppliers and most importantly, with customers. In addition I also hold a Personal License Show less

• 

  Santander UK

  Oct 2010 - now

  I am accountable for the leadership, motivation and performance of my team. I inspire and lead the branch to continually evolve through the focused enhancement of colleague engagement, customer relationships and digital growth. I observe, coach, mentor and manage my team to improve productivity and customer satisfaction. I have proactively managed my team and facilitated positive change in the following ways:• Consistently achieve monthly/quarterly sales targets, providing regular performance updates to the Regional Manager.• Prioritising, planning and leading activities that stimulate high performance and enable the achievement of agreed financial, performance, service, quality, risk and regulatory objectives. • Display and develop role model behaviours that foster a culture which proactively identifies opportunities to develop enhanced operational capability and nurture an environment of continuous improvement and productivity.• Proactively monitor and support the day-to-day activities by setting clear expectations, observing, coaching and providing feedback that adds value and direction to support performance and career progression. • Responsible for risk and control activities to establish and maintain a robust risk environment within branch, whilst providing support and guidance to all staff. • Developing the team: conducting appraisals, one-to-ones, training and mentoring• A change leader who effectively manages and executes positive, professional growth to ensure both the colleague and customer prosper. • Driving high levels of accountability through observation and coaching to ensure my team feel responsible for and competent in deepening relationships and building loyalty with customers. Show less I had to maintain excellent customer service while addressing more diverse and complex banking needs. It was my role to initiate and develop strong and trusting customer relationships built upon my comprehensive product knowledge, customer awareness and positive and friendly manner. As a Personal Banker I was proficient and successful in• Diary management/organisation• Comprehensive pre-calls • Developing customer relationships• High productivity • Customer satisfaction• Adhering to banking protocolAs an accomplished Personal Banker (PB), I not only achieved the top performance rating in my final two years within the role but also led my peers as the highest performing PB in the Blackburn and Bradford region. Show less I ensured that my practice was welcoming and enthusiastic in every interaction, whilst identifying the financial needs of every individual customer and referring them accordingly. This not only facilitated excellent customer service but also enhanced company productivity. As a CSA I excelled in• Customer interaction• The ability to develop relationships accurately assess customer needs • Product knowledge• Effectively organising the banking hall as Banking Hall Supervisor• Outbound calling• Completion of daily and weekly controlsDuring my six complete quarters as a CSA I consistently achieved over 200% to target and remained the number one ranking CSA in the Blackburn region on the sales league table. Show less

  • Branch Manager

    May 2018 - now

  • Personal Banker

    Sept 2012 - May 2018

  • Customer Service Advisor

    Oct 2010 - Sept 2012