Experience

Linear Financial Solutions

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Mortgage & Protection Adviser

  • Oct 2022 - Present

  West Yorkshire, England, United Kingdom Set up own practice offering mortgage, protection and general insurance advice



Equality and Human Rights Commission

• Public Policy Offices
• 100 - 200 Employee

• Programmme Manager

  • May 2022 - Oct 2022

  Manchester Area, United Kingdom New position introduced within the organisiation under business change Overseeing & delivery of varied sized multiple, cross dept interlinked projects

• Project Manager

  • Jan 2022 - May 2022

  Manchester, England, United Kingdom Project manager responsible for department restructure. 1. Alignment of two key departments to one 2. In-depth analysis and development of skills structures 3. Policy & procedural transformation



James Hay Partnership

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Project Manager

  • Jul 2021 - Jan 2022

  Project manager responsible for FCA driven investments and pensions complaints backlog clearance and redefined complaint review process change 1. Project responsible to clear backlog of BAU pensions and investment complaints 2. c2000 + backlog complaint completion, within FCA agreed timeframe 3. Redefined BAU complaint system and process change



Together - loans, mortgages & finance

• United Kingdom
• Financial Services
• 400 - 500 Employee

• Project Manager

  • Jan 2021 - Aug 2021

  Manchester, England, United Kingdom Project responsible for the delivery and execution of a Mortgage Remediation Programme 1 Communication and redress due to circa 500k customers 2 4 overall projects delivery 3 Business change implemented



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• Senior Project Manager

  • Oct 2019 - Dec 2020

  Leeds, England, United Kingdom Project responsible for the delivery and execution of a Barclaycard remediation 1. 5 cohorts of remediation within Barclaycard (4 cohorts limit reductions, 1 cohort default fees applied incorrectly, 1 cohort limit increase) 2. Circa 5 million customers 3. High national (media) profile project

• Operation Manager at Barclays (Huntswood) Wealth/SRP/Collections & Recoveries/Barclaycard/General

  • Oct 2017 - Oct 2019

  Leeds, United Kingdom Operation Leadership responsible for 5 work streams 1. SRP (Structural Reform Programme) Management of 3 TL’s, 36 FTE. E2E customer objection/complaint handling generated via communication to circa 24 million customers 2. Wealth - Management of 2 TL’s, 32 FTE - Investment complaint handling 3. Collections & Recoveries - Management of 1 TL, 17 FTE - Remediation & BAU complaint handling 4. Barclaycard - Management of 1 TL, 12 FTE - Level 2 BAU Barclaycard complaint… Show more Operation Leadership responsible for 5 work streams 1. SRP (Structural Reform Programme) Management of 3 TL’s, 36 FTE. E2E customer objection/complaint handling generated via communication to circa 24 million customers 2. Wealth - Management of 2 TL’s, 32 FTE - Investment complaint handling 3. Collections & Recoveries - Management of 1 TL, 17 FTE - Remediation & BAU complaint handling 4. Barclaycard - Management of 1 TL, 12 FTE - Level 2 BAU Barclaycard complaint handling 5. General Banking Management of 1 TL, 12 FTE - Inbound phone line resolving FPOC and level 1.5 complaints



Shop Direct

• United Kingdom
• Retail
• 700 & Above Employee

• Operations Leader (Hazell Carr) PPI Triage/PPI RFI/Credit BAU

  • Mar 2016 - Oct 2017

  Liverpool, United Kingdom Operation Leadership responsible for 3 work streams 1. PPI Triage- Management of 4 TL’s, 61 FTE - Logging and processing incoming mail (average 100 daily) 2. PPI RFI- Management of 1 TL, 11 FTE - Partnership liaison team 3. Credit Complaints- Management of 1 TL, 15 FTE – BAU credit agreement complaint handling



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• Business Analyst Change (Huntswood) Mortgage Credit Directive & Mortgage Market Review

  • Sep 2015 - Mar 2016

  Leeds, United Kingdom 1. Business Change - MCD,MMR1 (Mortgage Credit Directive & Mortgage Market Review 1 & 2). 2. Detailed segmentation and delivery analysis. 3. Proposed staff training write up/sign off & delivery

• Project Manager - Interest Only Mortgage Remediation (Huntswood)

  • Feb 2015 - Sep 2015

  Leeds, United Kingdom Remediation Project - Matured interest only customers with no or part repayment vehicle. 1. Circa 100k customers 2. Short timeframe delivery expectation 3. High media focus



Barclays Wealth Management

• United Kingdom
• Financial Services
• 700 & Above Employee

• Team Leader Wealth Telephony Team

  • Apr 2013 - Feb 2015

  Leeds Leading 1 QC & 14 FTE wealth professionals servicing inbound contact center calls, high-end niche clients. Calls generated due to remediation project applying reductions to mortgage secured overdraft facilities. Achieving an overall balance sheet reduction of £8billion



RBS

• United Kingdom
• Banking
• 700 & Above Employee

• PPI Operations Manager (PPI Credit Cards & Mortgages) - (Hazell Carr)

  • Oct 2009 - Apr 2013

  Manchester, United Kingdom Operation Leadership responsible for 2 work streams. 1. PPI Mortgage (Review)- Management of 1 TL, 11 FTE 2. PPI Credit Card (Review)- Management of 2 TL, 21 FTE 3. PPI QC- Management 4 FTE



Yorkshire Bank

• United Kingdom
• Banking
• 300 - 400 Employee

• Project Business Analyst

  • Aug 2009 - Oct 2009

  Leeds, United Kingdom Project scoping/planning and mapping to deal with a large new trend of PPI Complaints (Super Complaint). The delivery of the new streamlined PPI complaints handling process. Moving away from the traditional E2E ownership, split processes to increase efficiency



Bank of Scotland

• United Kingdom
• Banking
• 700 & Above Employee

• Regulated General Complaints Handler (FOS)

  • Jun 2009 - Aug 2009

  Leeds, United Kingdom E2E Investigation general banking complaints via the FOS adjudicators – Level 3



Bradford & Bingley plc

• United Kingdom
• Financial Services

• Mortgage Collections Team Leader

  • Apr 2008 - Jun 2009

  Bingley Management of a team of 15 FTE inbound mortgage collections contact center. Customer range from sole residential to portfolio account holders

• Business Analyst

  • Mar 2007 - Apr 2008

  London / Bingley Relocation - delivery of re-locating a full mortgage-underwriting department from North London to Yorkshire. Analysis & modelling of existing processes staffing structure and mapping future needs and requirements



Halifax

• Banking
• 700 & Above Employee

• Team Leader Overdraft Charges

  • Aug 2006 - Mar 2007

  Normanton Leading a team of 12 FTE, E2E complaint handling (super complaint) bank charges



Cybernet IT Training LTD & Netlinks IT Training Solutions LTD

• Project Manager

  • Jul 2003 - Mar 2006

  Nationwide E2E development and delivery of new training centres.



Halifax

• Banking
• 700 & Above Employee

• Quality Checker for Mortgage Advisers

  • Apr 1999 - Nov 2001

  Leeds, United Kingdom Quality checks ranging from calls to fully completed applications