Experience

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  HSBC

  • Digital Experience Manager

    • Aug 2023 - Present

    As the Digital Experience Manager for Mortgages it is my responsibility to maintain the PWS journeys and commercialisation associated with that product. My responsibilities include owning performance and escalating to digital trading, project management and engaging a wide range of product, legal, marketing, advertising and content focussed stakeholders to work efficiently together to achieve shared goals.• Own the PWS digital performance for Mortgages, suggesting optimisation tests, journey improvements and commercial opportunities through a network of stakeholders and ensuring my knowledge of the PWS is constantly refreshed,• Own and present the digital trading performance for Mortgages for HSBC UK. Analysing data from various sources to track trends and changes in the wider business and market to best pivot our PWS from a mortgage’s perspective. • Effective risk management employed to ensure that ongoing work is properly scrutinised to prevent breaches, reviews and remediations. • Delivered changes to the mortgage charter page to ensure buy to let customers did not waste their time following a journey they could not progress, in turn ensuring that our PWS displayed correct and up to date information about the government’s mortgage charter. I also delivered changes to the Switch your mortgage page to ensure that joint parties currently going through a divorce or separation have the full details of the correct processes to follow. Thus, ensuring a more seamless journey for customers experiencing a difficult life event.• I successfully ensured all critical and high value changes were prioritised into the appropriate PI. This was due to my communication skills with relevant stakeholders, ensuring fully detailed briefs were submitted to content studio and any supporting data provided to support the changes through prioritisation. Stakeholders regularly comment on my clear expectation setting and willingness to be fair and open.

  • Change & Operations Support Manager

    • Jan 2023 - Aug 2023

    This role put me at the heart of the change, innovation and strategy of Business Banking Direct. Supporting the various teams and propositions across the business to achieve there growth agendas, performance aspirations and exceptional customer outcomes. Exceptional stakeholder management skills are employed due to the need to have close working relationships with entire business arm. High technical acumen and constant upskilling is required to ensure Business Banking Direct excels in its growth agenda. High quality risk management is essential as I own the Business Continuity Management responsibilities for Business Banking Direct as a department.

  • Relationship Support Manager

    • Mar 2022 - Feb 2023

  • WFM Assistant Planning Manager

    • Feb 2021 - Mar 2022

    Main responsibilities include supporting the business in managing our planning obligations globally. Specifically, at present in the area of Conversational Banking and the bank's strategy in this regard. I also endeavour to support the wider planning & local teams with our work globally across the different business entities. • Installed Conversational Banking planning cycles for 22 countries, achieving this by engaging with relevant markets and stakeholders, while sharing planning expertise to create accurate forecasts. Resulting in accurate and well-maintained plans for all 22 countries. • Owned the growth agenda for conversational banking for the global business, by organising weekly performance calls with markets to track FTE, involve SME’s and engage senior stakeholders to ensure transparency and encourage cooperation. Resulting in 120% growth to Conversational Banking globally. • Owned deflecting volume from Voice channels to Conversational Banking in 22 countries. Utilising relationship management skills, organising regular conversations with stakeholders and SME’s and using planning methodology to forecast and model for demand. On completion voice volume was down globally by 20% with direct correlation to increases in Conversational Banking. • Oversaw the creation of an offshore Conversational Banking operation for first direct bank. Using project management and agile methodology to build an iterative approach to hiring, process building, planning and modelling. First directs operation is now efficient and self-managing. • Maintained the forecast accuracy file for the global business across all channels (voice, conversational banking and social media). Utilising Microsoft excel skills and information management to ensure within 5% tolerance. Ending the planning year with less than 2% variance.

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  first direct

  • Leeds, England, United Kingdom

  • Digital Experience Manager

    • Oct 2020 - Feb 2021
    • Leeds, England, United Kingdom

    In this role I supported the fd Digital and wider teams transition to a new structure. My main responsibilities included ensuring content on the fd site was fresh, accurate and updated in a timely manner. Working in an agile fashion I would prioritise tasks to ensure content was worked as resource allowed. I supported a project to examine where we had gaps in our data and to establish where their were opportunities to get fresh, helpful data. • Made essential changes to the website during the Covid19 pandemic. Utilising adobe analytics, Jira and confluence to create banners, webpages and targeted messaging to customers. These changes saw 13% better referral rates and 43% more personal journeys. • Created training documents for the whole of the fd public website, using Microsoft office communicating and influencing senior stakeholders to write procedures. These documents are now the standard for which the website is maintained in the bank. • Owned brand & marketing changes to the public website. Engaging with IT stakeholders, coding skills were used to adapt the website. Knowledge of fd branding was implemented to ensure a standard format. The new branding was updated and the website matched the brand profile.

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  HSBC

  • P&R Channel Manager

    • Feb 2020 - Oct 2020

    Working in the Personal & Relevant team I work to ensure that our customers digital experience is tailored to how they behave and interact with us. I own the seasonal messaging plan for HSBC to ensure campaigns reach the right customers and that the correct methods of successful, compliant and efficient campaigns are stored. • Created a seasonal plan to map capacity for UK Digital. Utilising Microsoft office, Sharepoint & Confluence skills. The Head of Digital endorsed this work and implemented across business. • Analysis of messaging content, relevance and the output of targeted messaging required by business. Using communication and influencing skills, in addition to stakeholder management skills, analytical and information management skills. Efficiency of effort achieved for workload. • Led the Onsite Messaging Working Group in reviewing banners, campaigns & messaging to ensure personal nature & relevance to consumer, increasing targeted messaging engagement.• Created best practice documents for personal and relevant messaging. Achieved using mastery of Confluence, Excel, Sharepoint and adobe analytics. Standardisation of process complimented by personal and relevant lead.• Achieved quick turnaround of new banners and targeted messaging during COVID-19 outbreak. Necessary to use all my prioritisation, agile and working in dynamic environment-based skills. Resulting in an increase of 30% in click through rates.

  • Insurance Risk Actuarial Analyst

    • Aug 2019 - Jan 2020

    In this role I have development my project management skills working towards helping HSBC Global implement IFRS 17 global accounting standard across the bank's 9 largest lines of insurance business across 8 counties. My role involves the creation of Implementation plans, working in an agile fashion to deliver change & working with a vast network across 8 countries. I also support the Insurance risk function with information control, providing support to the Actuarial teams & maintaining an implementation framework which provides accurate tracking against objectives. • Created of a country progress tracking process, using my project management, stakeholder management, problem solving and critical and analytical thinking skills in order to put the HSBC integration of a global insurance standard 3 months ahead of schedule. • Ran and led briefing sessions which improved the level of knowledge & integration across the 9 entities. Demonstrated through use of Microsoft PowerPoint, Zoom, Jabber and people skills. Senior stakeholders praised these sessions as crucial.• Built and maintained an implementation framework which allowed the 9 entities across 8 countries to more efficiently manage their obligations. Engaging with the senior stakeholders to standardise the format across the globe. Taking the global project 3 months ahead of schedule.

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  M&S Bank

  • Chester, United Kingdom

  • Team Manager

    • Feb 2019 - Aug 2019
    • Chester, United Kingdom

    I work as a Trainee Team Manager while on the Graduate Programme at HSBC. I aim to help my team deliver amazing customer service, manage their efficiencies and develop them as individuals. I aim to help others realise their potential and progress within the business• Managed team’s relationships within the wider operation, e.g. Resource, CFM, Risk, Audit, Sales Quality through use of effective stakeholder management, communication skills and interpersonal skills. Resulting in removal of backlog of requests from the team and customer contact time increased 8% overall. • Led team to take ownership of converting our customers to using mobile banking, achieving this by creation of training sessions, best practice documents and empowering my representatives to own their performance. This resulted in my team having the highest offer rates in CC of 67%. • Improved my team’s KPI’s to be a top performing team, achieving this by holding best practice sharing sessions, allowing for personal ownership, quality 1-1’s and giving team time off the phone to get extra training. Resulting in teams’ KPI’s increasing by 15% due to engaging conversations.• I Managed a high absence team which needed to improve. By working with HR and occupational health to assess the needs of agents and creating effective absence management plans absence in the team improved by close to around 25% through effective absence management. Created a new procedure for how the business supports agents suffering with particularly acute symptoms of the menopause.

• 

  first direct

  • United Kingdom

  • Continuous Improvement Manager

    • Jul 2018 - Jan 2019
    • United Kingdom

    I worked as a Continuous Improvement Manager within the Change Department at first direct. Working with Scaled Agile principles to deliver benefits, value and new & improved systems, procedures and processes. • Worked as part of implementation of One-sign to the mortgage journey, utilising stakeholder management, project management, process management, agile methodology an iterative approach to change. Decreasing the journey time for customers. • Owned a change to increase efficiency across the mortgage advised appointment journey. Conducting a time in motion study, using change management, communication and influencing skills along with understanding of agile methodology. Resulting in an efficiency on mortgage advised appointments. • Wrote a report which demonstrated the FTE saves possible across Banking & Propositions, Sales Operations & Tier 1 Mortgage Associates. Managing and interpreting complex data. Recommendations made FTE saves across business.• Worked on a project increasing efficiency in mortgage contact centre business. Worked to create a proof of concept on the use of Decision in principle skipping in Mortgages for first direct.

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  HSBC

  • Mortgage Associate

    • Apr 2017 - Jul 2018

    I was a dedicated mortgage Associate. working to help meet customers lending needs in regards to commercial and residential mortgages. establishing needs and eligibility for customers to help make customers plans happen. I use the Home system, MCAB, BMM & various other computer systems to achieve this and work in tandem with advisors to achieve business goals. • Taught four reps as part of an academy programme that had attrition of only one individual. • Achieved a Strong/Strong rating less than 1 year from joining the business and then within 7 months of moving into a similar GCB grade role.• Recognition from Head of UKCC UK & Scotland Region for dedication and quick results and have maintained stakeholder relationships with senior stakeholders. • Championed implementation of Voice ID, NGT, Media Bar and New Mortgage Journey within HSBC.

  • Customer Service Associate

    • Mar 2016 - Apr 2017

    I work predominantly in the Advance Department. I handle inbound calls for the business responding to customer queries for Basic, Advance and Premier customers. Handling all calls with integrity and responsibility. I have experience using citrix and other computer systems. Additionally, I have excellent training in financial services, retail banking, accounts and information technology.

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  B&M Retail

  • Shop Floor/Fill Team/Warehouse Supervisor

    • Jul 2015 - Feb 2016

    Providing excellent customer service and standards while re-merchandising, replenishing and recovering the shop to an acceptable standard throughout all shifts. It is also part of my duty to market products efficiently through sales promotions and product placement. As supervisor I am expected to motivate all or any shifts I work and maintain the store standards while encouraging staff to achieve better results and drive sales. I also try to implement routines and I am given room to train staff and promote new ideas to help improve process. Closing and Opening the store as well as always shutting and opening fire exits are critical duties, along with de-triggering products to maintain stock levels and control the warehouse.

  • Sales Assistant

    • Apr 2012 - Jul 2015

    My responsibilities include: taking a keen interest in customer needs and wants in order to provide quality service, re-merchandising and replenishing stock to keep shelves full, making sure the store is well maintained through regular recovery periods and at the same time learning how to market products through techniques such as sales promotions and product placement.

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  Comet

  • Temporary Sales Assistant

    • Nov 2011 - Feb 2012

    My duties included learning how to build sales for customers, provide good customer service, use my spare time to learn about products to aid in my ability to reach targets and identify the best products for consumers. I received training to use the computer systems and to partake in sales target competitions.