Andrea Hackett
Divisional Director of Branch and Operations at The West Brom- Claim this Profile
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Bio
Pamela Whitehead FCIPD
Andrea has great leadership skills with a real passion for people development and talent management. A true professional and great role model.
👍🏻Tim Hague
I had the pleasure of working with Andrea at the height of the mortgage market in 2005/2006. There were a number of key challenges including wildly fluctuating new business on a day to day basis and the impacts that has on resourcing and customer experience. And a major colleague engagement project to drive motivation and performance, and create a culture where colleagues felt empowered to contribute fully to the future shape of the business. In all dealings, Andrea met these challenges with real enthusiasm and pragmatic solutions, keeping a clear eye on the end game at all times. Andrea is a true expert in managing large operational areas. She has the ability to lead and motivate colleagues to deliver outstanding results, continually looking for ways to improve the Customer experience and take cost out of the business. I whole-heartedly recommend Andrea.
Pamela Whitehead FCIPD
Andrea has great leadership skills with a real passion for people development and talent management. A true professional and great role model.
👍🏻Tim Hague
I had the pleasure of working with Andrea at the height of the mortgage market in 2005/2006. There were a number of key challenges including wildly fluctuating new business on a day to day basis and the impacts that has on resourcing and customer experience. And a major colleague engagement project to drive motivation and performance, and create a culture where colleagues felt empowered to contribute fully to the future shape of the business. In all dealings, Andrea met these challenges with real enthusiasm and pragmatic solutions, keeping a clear eye on the end game at all times. Andrea is a true expert in managing large operational areas. She has the ability to lead and motivate colleagues to deliver outstanding results, continually looking for ways to improve the Customer experience and take cost out of the business. I whole-heartedly recommend Andrea.
Pamela Whitehead FCIPD
Andrea has great leadership skills with a real passion for people development and talent management. A true professional and great role model.
👍🏻Tim Hague
I had the pleasure of working with Andrea at the height of the mortgage market in 2005/2006. There were a number of key challenges including wildly fluctuating new business on a day to day basis and the impacts that has on resourcing and customer experience. And a major colleague engagement project to drive motivation and performance, and create a culture where colleagues felt empowered to contribute fully to the future shape of the business. In all dealings, Andrea met these challenges with real enthusiasm and pragmatic solutions, keeping a clear eye on the end game at all times. Andrea is a true expert in managing large operational areas. She has the ability to lead and motivate colleagues to deliver outstanding results, continually looking for ways to improve the Customer experience and take cost out of the business. I whole-heartedly recommend Andrea.
Pamela Whitehead FCIPD
Andrea has great leadership skills with a real passion for people development and talent management. A true professional and great role model.
👍🏻Tim Hague
I had the pleasure of working with Andrea at the height of the mortgage market in 2005/2006. There were a number of key challenges including wildly fluctuating new business on a day to day basis and the impacts that has on resourcing and customer experience. And a major colleague engagement project to drive motivation and performance, and create a culture where colleagues felt empowered to contribute fully to the future shape of the business. In all dealings, Andrea met these challenges with real enthusiasm and pragmatic solutions, keeping a clear eye on the end game at all times. Andrea is a true expert in managing large operational areas. She has the ability to lead and motivate colleagues to deliver outstanding results, continually looking for ways to improve the Customer experience and take cost out of the business. I whole-heartedly recommend Andrea.
Experience
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The West Brom
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United Kingdom
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Financial Services
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200 - 300 Employee
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Divisional Director of Branch and Operations
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2018 - Present
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Divisional Director of Operations
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Apr 2017 - Present
Director of Operations from Mortgages and Savings at West Brom Building Society Director of Operations from Mortgages and Savings at West Brom Building Society
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The West Brom
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United Kingdom
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Financial Services
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200 - 300 Employee
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Manager Customer Relations
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Mar 2013 - Mar 2014
Lead the Customer Relations Team, ensuring all complaints result in fair customer outcomes and root cause analysis is actioned Lead the Customer Relations Team, ensuring all complaints result in fair customer outcomes and root cause analysis is actioned
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Senior operations professional seeking new opportunities
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Apr 2012 - Feb 2013
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Lloyds Banking Group
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United Kingdom
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Financial Services
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700 & Above Employee
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Head of Customer Services Mortgages
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Jul 2009 - Mar 2012
• Lead the mortgage complaint handling Team for the largest UK Mortgage lender with over 3.4 million accounts, ensuring delivery of 100% fair outcomes for customers independently measured. • Lead the mortgage complaint handling Team for the largest UK Mortgage lender with over 3.4 million accounts, ensuring delivery of 100% fair outcomes for customers independently measured.
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Head of BMSolutions Mortgage Operation
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Nov 2004 - Jun 2009
• Led 750 colleagues to deliver the end to end Mortgage Operation for the number 1 Specialist Lender in the UK. • Led 750 colleagues to deliver the end to end Mortgage Operation for the number 1 Specialist Lender in the UK.
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Head of Support, Governance and External Relationships (2002 – 2005)
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2002 - 2005
• Responsible for all Governance activities that underpinned Business Systems which included management of budgets, Communication Strategy, Resource Management and all Compliance and Risk issues. • Management and development of all third party relationships. • Responsible for all Governance activities that underpinned Business Systems which included management of budgets, Communication Strategy, Resource Management and all Compliance and Risk issues. • Management and development of all third party relationships.
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Education
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1980 - 1982
Dudley \college of Art and Technology
Community
