Head of Account Management

• Mar 2023 - Present

Head Of Customer Support

• Jan 2019 - Present

Head Of Training And Development

• Jul 2018 - Present

Head of Performance and Planning

• Apr 2019 - Mar 2023

Director

• Apr 2015 - Present

Providing financial solutions within the banking industry. Providing financial solutions within the banking industry.

Training Manager

• Aug 2016 - Present

On behalf of Clydesdale & Yorkshire Bank Regularly liaised with Clients to ensure the delivery of regulated service policies were accurate and delivered in line with FCA deadlines Attended various workshops with the Client to collaborate and improve processes in line with FCA decisions Designed and developed all training material for the operations department specialising in redress Successfully trained over 1500 staff members throughout the project to ensure stringent quality and productivity targets were met on behalf of my Client alleviating potential financial penalties Show less

Business Support Manager

• Aug 2013 - Apr 2015

Forecasting & scheduling, fundamentally an operational role ensuring business as usual for Prudential group including M&G investments Reduced staff turnover by 15% in 2014, benchmarking a record setting improvement in staff retention due to the success of employee development and morale-building activities Numerous service awards, won Outstanding Service Award in 2014. Business Mentee to Director Level Customer Service driven contact centre (B2B and the general public) managing required SLA’s and KPI’s, inclusive of FM Show less

Quality Assurance & Training Manager

• Nov 2011 - Aug 2013

On behalf of Prudential Group Head Office On behalf of Prudential Group Head Office

Executive Business Support Agent

• Apr 2008 - Nov 2011