Experience

The Marlborough Group

• United States
• Business Consulting and Services

• Learning and Development Business Partner

  • May 2023 - Present

  Bolton, England, United Kingdom

• Joint Head of Dealing and Registration

  • May 2021 - Present



Slater and Gordon Lawyers (UK)

• United Kingdom
• Law Practice
• 700 & Above Employee

• Operations Manager, Client Experience

  • Nov 2015 - Sep 2020

• Team Leader

  • Sep 2014 - Nov 2015

  Manchester



Royal Bank of Scotland

• Banking
• 1 - 100 Employee

• Team Manager

  • Apr 2012 - Aug 2015

  • Deliver on stretching targets by actively call coaching and supporting advisors • Consistently prioritises workload in an ever changing business environment • Effectively communicate key business updates and direction through daily team huddles • Actively managing and developing advisors flexing between different departments • Adapts quickly to ensure business needs are met across different areas • Engage staff to develop your feedback sessions and scores • Proactively… Show more • Deliver on stretching targets by actively call coaching and supporting advisors • Consistently prioritises workload in an ever changing business environment • Effectively communicate key business updates and direction through daily team huddles • Actively managing and developing advisors flexing between different departments • Adapts quickly to ensure business needs are met across different areas • Engage staff to develop your feedback sessions and scores • Proactively running training sessions for more than 50 staff FTE • Motivating and leading a team of 12 FTE to deliver on key business metrics • Conduct performance reviews to ensure staff are able to develop in their current and future roles • Adhere to key Risk Control • Key influencer in driving the Sales and Service standards across the department • Create a highly customer driven culture inclusive of Helpful Banking standards and the Yes Check • Experienced interviewer (awaiting accreditation) • Leading communications for the department • Leading continuous improvement for the department • Driving and developing the weekly focus’s across an area of 80 staff and linking in the most relevant action

• Deputy Branch Manager

  • Dec 2010 - Apr 2012

  Cheadle Hulme • Influence the sale and service culture for several different business areas • Develop close working relationships across different business areas to influence the sales and service across the branch network • Conduct weekly and monthly continuous improvement meetings • Drive a highly effective Risk culture by completing My controls action plans • Effective attention to detail by checking Customer Credit Agreements and Income and expenditure

• Area Service Quality Manager

  • Jan 2006 - Dec 2010

  • Manage weekly Audios and meeting across the Branch Network with several Branch Managers and Service Quality Managers • Monitor and manage the complaint logging and checking process for the Branch Network • Influence and develop other service quality managers to achieve a platinum customer service score • Adhere to FSA guidelines and ensure they are effectively implemented • Achieved an outstanding audit for cash control