Ann Hough

Experience

• 

  Lloyds Banking Group

  Jan 1998 - Dec 2006

  *Collaborated with outsourced partners ICICI One Source, a subsidiary of the second largest bank in India, and IBM Global Services, to migrate processes from the UK and oversee delivery of the day-to-day customer service in Service Centers in Mumbai and Bangalore. *Managed the local relationships in India and those with internal suppliers in the UK. *Provided advice and guidance on a range of banking and business issues while contributing to cultural, behavioral and business changes. Show less *Responsible for planning, coordinating, directing and controlling resources across a Service Center to ensure achievement of the planned performance and agreed service standards, within budget costs, to deliver high quality, cost-efficient service.*Achieved controlled closure of unit whilst overseeing the migration of work to long-term sites.*Actively developed and maintained a wide range of contacts, both externally and internally, in order to maximize opportunities for staff redeployment and outplacement.*Ensured compliance with bank procedures, standards, and reporting requirements, where appropriate implementing actions to protect the bank's business and reputation at all times. Show less *Co-ordinated available resources and monitored workflows to ensure that workloads were consistently completed within agreed service standards.*Ensured that staff were properly trained, deployed, counseled and motivated so that their individual and collective performance met the needs of the business, actively coaching up to seven direct reports. *Champion for continuous improvement. Identified, reviewed and implemented or recommended improvements to processes in order to contribute to business efficiency goals, using Six Sigma and LEAN principles.*Ensured compliance with procedures, where appropriate implementing actions to protect the Bank's business at all times.*Identified and investigated all adverse trends in problem occurrence and workflow and took action to minimize the risk of reoccurrence. Show less

  • Senior Business Liaison Manager

    Sept 2003 - Dec 2006

  • Center Manger

    Sept 2002 - Sept 2003

  • Operations Manager

    Jan 2000 - Sept 2002

  • Personal Assistant to Group Director

    Jan 1998 - Dec 1999
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  The Escondido Creek Conservancy

  Jul 2009 - Mar 2016

  *Responsible for the day-to-day operations of the Conservancy, providing administrative support to the Board of Directors, managing the membership and donor database, assisting in marketing, outreach, fundraising, volunteer and development activities. *Revitalized the membership program which increased donations to the operating fund by 90% and renewal rates by 43% over a four year period. Increased new members by 86% over the same period.*Led a campaign to fund a property conservation transaction - exceeded goal to raise $100,000.00 by 25%.*Created social media platforms on Facebook and Twitter and increased mailing list sign ups by 80%.*Planned and coordinated numerous volunteer and public relations events.*Produced professional newsletters, on-line mailings, and event promotional materials using Mac OS X, also proficient in MS Office Suite, Mailchimp, and Survey Monkey.*Revised accounting system to increase efficiency, adding services while reducing costs by 40% per year. *Halved the outlay in rent and utilities by finding another organization to share our office space.*Instituted financial policies and procedures to ensure regulatory compliance and a strong financial management system. Show less

  • Managing Director

    Jul 2011 - Mar 2016

  • Office Manager

    Jul 2009 - Jun 2011
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  Canine Companions for Independence

  Jun 2016 - now

  Executive Assistant Office Manager