Operational Excellence Solutions Consultant

• Jun 2023 - Present

Operations Transformation Lead

• Dec 2021 - Jun 2023

Operations Transformation Lead supporting the HSBC European Operations Transformation Program

Operational Excellence Lead

• Sep 2020 - Dec 2021

Operational Excellence lead for HSBC’s European Transformation Program. Providing training and coaching in Operational Excellence to colleagues across the European region. Delivery of targeted process and customer journey reviews resulting in significant cost and efficiency savings across Europe.

Corporate Due Diligence Team Leader

• Apr 2019 - Sep 2020

Team manager of a team which reviews a range of non-personal entities to ensure compliance with regulations within the Channel Islands and Isle of Man along with HSBC’s internal policies : Ensuring daily targets are met or exceeded- there has been a 62% uplift in output from the team since I joined. This was achieved through implementing and embedding new ways of working such as daily team huddles to increase team engagement and structuring work allocations based on the skills of the… Show more Team manager of a team which reviews a range of non-personal entities to ensure compliance with regulations within the Channel Islands and Isle of Man along with HSBC’s internal policies : Ensuring daily targets are met or exceeded- there has been a 62% uplift in output from the team since I joined. This was achieved through implementing and embedding new ways of working such as daily team huddles to increase team engagement and structuring work allocations based on the skills of the operators Manage the output of a team based in India and identifying ongoing training requirements Creation and management of a robust structured customer contact strategy Creation and ongoing management of a Customer Exit process for those customers who do not comply with review requirements In addition to the above identified to provide support to the Expatriate Operations teams to implement projects and streamlining opportunities these include: Reviews of Digital Account Opening which resulted in a decrease in turnaround time of approximately 72 working hours in processing of an account application A full review of all Payments processes under taken in Expatriate Operations

Operational Excellence Trainer and Coach

• Sep 2018 - Apr 2019

Trainer and Coach for the HSBC Operational Excellence program. The Operational Excellence program was an organisational wide continuous improvement program. Main responsibilities and achievements(note that was role was on a secondment basis): Running three day training courses for Operational Managers across the Channel Islands and the UK Providing six weeks of follow up coaching to each delegate to embed change and the continuous improvement ideas. Provided coaching support… Show more Trainer and Coach for the HSBC Operational Excellence program. The Operational Excellence program was an organisational wide continuous improvement program. Main responsibilities and achievements(note that was role was on a secondment basis): Running three day training courses for Operational Managers across the Channel Islands and the UK Providing six weeks of follow up coaching to each delegate to embed change and the continuous improvement ideas. Provided coaching support directly to 45 managers across HSBC UK Helping managers overcome challenges in the workplace by interacting with teams and senior stakeholders Introducing Lean principles into normal working practices and embedding within teams Assisting with the delivery of tangible benefits to different business areas i.e reduction in overtime within a team and decreasing total turnaround time in a process by 90% Facilitating workshops with operational teams to help operators self-identify areas for improvement Undertook a short term assignment in Singapore to deliver a self designed condensed Operational Excellence course to all members of the Operations team which was approximately 75 staff. Implemented a ‘no meetings’ Friday afternoons for managers to allow for increased interaction with their teams Led streamlining discussions within Global Banking and Markets Due Diligence teams in Singapore and effectively reduced handovers which ultimately streamlined the customer experience and reduced total turnaround time

Retail Banking and Wealth Management Subject Matter Expert

• May 2015 - Sep 2018

his role was working within the Customer Due Diligence Utility department. Main responsibilities and achievements: Assisted with the recruitment, establishment and training of two high performing teams, one in the Isle of Man and one in India totalling approximately 60 staff Long term assignments to India to embed processes, transfer knowledge and bridge cultural gaps Proactively monitoring quality outputs to minimise impacts on customers Implementing various projects including… Show more his role was working within the Customer Due Diligence Utility department. Main responsibilities and achievements: Assisted with the recruitment, establishment and training of two high performing teams, one in the Isle of Man and one in India totalling approximately 60 staff Long term assignments to India to embed processes, transfer knowledge and bridge cultural gaps Proactively monitoring quality outputs to minimise impacts on customers Implementing various projects including piloting automation of transaction monitoring and negative news screening initiatives Stakeholder management with key stakeholders based in Jersey Driving cultural change to draw focus to Customer Due Diligence

Management Information and Training Analyst

• Sep 2014 - May 2015

This role was working with the Customer Due Diligence Department providing Management Information to Retail Banking and Corporate business lines within HSBC Channel Islands and Isle of Man. Main responsibilities and achievements: Relocation of two processes one for the Commercial Banking and one for Retail Banking to a team in India Designed and delivered training to colleagues in India for Corporate and Retail Banking processes Production of daily management information… Show more This role was working with the Customer Due Diligence Department providing Management Information to Retail Banking and Corporate business lines within HSBC Channel Islands and Isle of Man. Main responsibilities and achievements: Relocation of two processes one for the Commercial Banking and one for Retail Banking to a team in India Designed and delivered training to colleagues in India for Corporate and Retail Banking processes Production of daily management information reports Streamlining of procedures and processes for Corporate and Retail Banking

Corporate Remediation Analyst

• May 2013 - Sep 2014

This role was working with the corporate department in the Isle of Man an involved: Ensuring that due diligence documentation for a range of corporate clients including multi-national companies and Trusts held by the bank complied with regulatory requirements Production of training materials Liaising with customers Production of daily and Ad-Hoc Management Information Short term assignment undertaken in Guernsey to complete a regulatory driven project

Data Management Official

• Jun 2010 - Sep 2012

Within an Irish Private Bank with responsibilities including processing inward and outward payments, cheque processing and completing customer due diligence reviews directly with customers. Within an Irish Private Bank with responsibilities including processing inward and outward payments, cheque processing and completing customer due diligence reviews directly with customers.

International Customer Advisor

• Feb 2009 - Feb 2010

This role was within the Lloyds Bank Offshore contact centre for Expatriate customers handling queries, complainants, payment instructions and identifying sales opportunities. This role was within the Lloyds Bank Offshore contact centre for Expatriate customers handling queries, complainants, payment instructions and identifying sales opportunities.