Head of Business Governance

• Jan 2021 - Present

Manager - Business Governance & Control

• May 2017 - Present

Operations Manager - GB Business Operations & Transformation

• Apr 2014 - Present

Support the Head of GB Business Operations & Transformation, managing Operations for all GB branches with specific focus on the control environment and operational risk. Represent GB Operations in both regulatory and Business change projects. Provide support and guidance to GB network in operational matters. I am a People leader within the organisation, leading and managing the Quality Assurance Team and the wider Customer Service Team Leader community.

Operations Manager

• Apr 2015 - May 2017

Continue to support the Head of GB Business Operations & Transformation, managing Operations in GB branches with specific focus on the control environment and operational risk. Represent GB Operations in both regulatory and Business change projects. Provide support and guidance to GB network in operational matters. Provide leadership to the Customer Service Team Leaders in terms of day to day management of the Business Centres and Offices. I am responsible for seeking out and creating opportunities to create additional value for our Customers and developing and embedding a Customer Centric environment. Show less

Regional Operations Manager

• Jan 2015 - May 2017

Area Operations Manager

• Apr 2007 - Apr 2014

Managed operations for the Midlands region initially covering 8 branches which expanded to the whole Area North region. Responsibilities included managing the control environment and operational risk, supporting branches and Customer Service Team Leaders in a wide range of areas, including: regulatory compliance, account opening, anti money laundering, operational policies and procedures & complaint handling, quality assurance, training and general customer service.

Customer Service Team Leader

• Jun 1998 - Apr 2007

Customer Service

• Mar 1995 - Jun 1998

Customer Service

• Sep 1990 - Mar 1995