Experience

MVSI

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Global General Manager for Verifications

  • Nov 2020 - Present

  Working as the General Manager for Europe under the umbrella of a global company providing comprehensive suite of end-to-end solutions includes software and outsourced services for Complaince, AML, KYC, KYB, OnBoarding, and People Screening. MVSI is an international provider of outsourced AML and KYC solutions. We remove the headaches of compliance, and we provide fast onboarding of your clients. While there are hundreds of tools for managing AML compliance, only MVSI delivers on a prospect in, and a compliant client out. When you need to onboard thousands of customers with AML compliance, talk to MVSI. One company with end to end solutions for your AML requirements. Find out more about our products and services by visiting our primary websites or contacting me directly. www.mvsi.com



Bower

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Head Of Operations

  • Jan 2019 - Nov 2020

  Reporting directly to the CEO and COO to contribute towards the achievement of the company's strategic and operational targets and overall business aims. Manage and increase the effectiveness and efficiency of Support Services, Improve the operational systems, processes and policies in support of organisations requirements. Exceptional results in Improving communication, employee benefits & colleague development following feedback from colleague engagement survey Implemented & Manage all company health & safety requirements to policy Responsibly managed risk-based controls and all contingency planning to ensure consistent smooth running of the business when our incident management programme is invoked. Successfully executed a full contingency plan to ensure that the company undertakes remote working during COVID-19. As well as creating business continuity plans and revising accordingly. Developed and enhanced operations of all HR requirements through effective and efficient people management, as well as implementing governance framework structures. Saved c.£200k in annual savings by implementing new ways of working and reducing wasted resources. Developed new process for employee evaluation, resulting in performance improvements through a management development programme (MDP): including Business Objectives, 1-2-1 performance reviews and Personal Development Plans for all colleagues. Responsible for the operational performance of c.80 colleagues across Head Office, a call centre and UK based Advisers, overseeing the hiring, training, and professional growth of employees. Achieved operational objectives through leadership, people management, building working relationships & strong organisational skills to ensure that as an individual I meet the agreed KPIs. Create and present boardroom multimedia presentations to deliver board level performance reviews for enhanced understanding. Advising the COO with daily operational functions.



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Operations Risk & Control Manager

  • Jun 2016 - Jan 2019

  Delivered a high-profile project to implement a risk framework to make the site and teams more efficient & effective in managing risk & compliance. Identified risks and acted upon them promptly improving the overall risk performance (RCA). Managed a team to act as the first line of defence in a head office environment with the responsibility for risk management of c.200 colleagues Handled & led all Incident Management scenarios taking ownership of executing full contingency plans to ensure the business remained operational. Supported the Senior Head Office Directors in improving operations and resolving issues to deliver exceptional customer service within PSR (Payment Services Regulations) timelines. Worked directly with all departments to achieve successful audit results. Worked closely with all direct reports to maintain optimum levels of communication for the effective and efficient completion of risk delivery. Created and delivering boardroom multimedia presentations including video and text- for enhanced risk & compliance performance understanding. Initiated 15 significant changes to key controls which resulted in an overall drop in losses (c.£20k), 2016 vs 2017. Carried out day-day-day Operational Risk Management duties accurately and efficiently. Improved the understanding of risk & compliance across the office to reduce reportable breaches by 62%. Responsibly managed scheduling of internal audit planning to ensure consistent smooth running of risk management programme. Engaged in Training & Competency development programmes to update knowledge and grow expertise across Head office. Undertook Internal audits to ensure compliance with relevant Payment Service Regulations (PSR).



Deloitte

• Business Consulting and Services
• 700 & Above Employee

• Team Manager

  • Nov 2011 - Dec 2015

  Oversaw a team of Case Handlers to execute the PPI complaint handling process within policy in order to meet strict FSA deadlines. Recommended a change for implementation to process that delivered a saving of c.£46,750 on a rolling quarter. Held a senior position taking ownership of all performance development plans implemented for individuals on behalf of Deloitte & Momenta (recruitment specialists). Attained competent case handler status to investigating customers PPI complaints. Managed a team to achieve the top production results on the project: exceeding 100% for production, remaining compliant and delivering quality results above the 95% threshold. Inspired outstanding operational performance, leading by example on delivering productivity and team leadership. Set achievable productivity and quality targets, motivating team to swiftly progress and achieve goals in line with project goals. Monitored team development, setting personal and business objectives and providing constructive feedback for continued growth. Enhanced operations and implemented technological innovations in collaboration with senior leadership. Developed and enhanced relationships with internal and external personnel to enhance client retention and growth plans. Handled complex project management concerns independently and accurately to support delivery. Built & managed processes for dealing with complaints on behalf of deceased customers that was successfully rolled out across the UK.



Santander UK

• London, United Kingdom

• Bank Manager

  • Feb 2008 - Nov 2011

  Increased overall annual sales 145% through observations, coaching & development of direct reports. Delivered results across a balance scorecard for risk, service and sales performance in line with business objectives & KPIs. Acted as an ambassador for compliance to ensure regulatory requirements including, anti- money laundering, data protection and financial services regulations were adhered to. Received 'Manager of the Year' awards in 2009 & 2010 for performance delivery achievements. Managed, coached and developed mortgage & investment advisors to deliver exceptional results to meet all KPI metrics (Sales, Service, Quality & Compliance). Used expert knowledge & experience to stop a wide spread bank fraud network in 2010. Boosted customer satisfaction scores to Gold Standard through fast and knowledgeable issue resolution. Improved long-term prospecting, strategy development and customer engagement. Increased revenue and supported sales activities while building and maintaining consistent relationships and management practices with employees. Hired exceptional candidates and effectively lead staff to maximise productivity. Managed hiring and recruitment, employee motivation and training. Capitalised on industry and marketplace trends to enhance cross sale opportunities to meet customer financial needs.



Countrywide Financial Services

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Regional Mortgage Manager

  • Mar 2006 - Feb 2008