Experience

Wayhome

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Vice President Operations

  • Nov 2022 - Present

• Head Of Operations

  • May 2021 - Nov 2022

  - Accountable for all aspects of customer operations for Gradual Home Ownership- Responsible for customer success and property management - Strategic direction setting as part of the Gradual Home Ownership senior team



Nationwide Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Senior Manager Business Operations

  • Apr 2020 - May 2021

  - Strategic Design of the new operational model including defining key relationship models, organisational structures and underpinning ways of working for supporting business operations to optimise the flow of work through the organisation - Working alongside the Member Missions to ensure the right supporting operational services are available for them to deliver on customer outcomes including Governance, Business Architecture, Continuous Improvement, Business Change, Internal Communications - Ownership of Delivery of the new operating model to the point of hand- over into the newly built run organisation Show less



Nationwide for business

• Customer Service Operations Product Owner

  • Mar 2019 - Mar 2020

  - Leading the development and delivery of the Customer Servicing function to complement the digital experience with the autonomy and culture of a start-up business, but part of the wider Nationwide brand - Creation of operating model and supporting organisational design including building flexibility to allow the business to scale in the future through the adoption of Agile ways of working focused on MVP - Understanding the supporting IT estate and using Subject Matter Expertise in core banking processes to define End-to-End customer service processes as well as procedure and controls frameworks Identifying the skills needed to support the new ways of working and delivery of a sourcing plan to recruit a workforce to deliver this service to customers - Running operational services to deliver high quality customer outcomes and complement the digital customer journeys Show less



Nationwide Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• Portfolio Lead

  • Jul 2016 - Apr 2019

  - Over-arching ownership of all change-related activities impacting on Banking, Savings and Customer processes- Leadership and Line-Management of 15 Business Change Project Managers- Accountable for delivery of process improvement activity aligned to LEAN Six Sigma, and intended to drive operational and cost efficiency

• Business Planning Manager

  • Apr 2013 - Jul 2016

  - Define shape and develop operational business plans that support the achievement of departmental targets for customer experience, operational excellence and cost reduction- Understand operational forecasting and capacity planning targets, current resource profiles, performance MI, risks, issues, technology and processes- Drive adherence to key customer experience principles whether through day-to-day operations, identifying improvement opportunities or bringing focus to corporate change- Initiating change through development of commercially focussed change proposals to deliver tangible benefits Show less

• Project Manager

  • Oct 2010 - Apr 2013

  Responsible for several key Business Readiness deliveries including IT Readiness, Live Proving, and the final Pilot for the new core banking platform, ahead of release to business functions and ultimately to customers



Network Rail

• United Kingdom
• Rail Transportation
• 700 & Above Employee

• Scheme Project Manager

  • Jul 2007 - Oct 2010

  Responsible for the delivery of individual projects to time, cost and quality, in accordance with Network Rail company standards and government legislation and procedures Responsible for the delivery of individual projects to time, cost and quality, in accordance with Network Rail company standards and government legislation and procedures



Star Technology Services Ltd

• Delivery Manager

  • Jul 2006 - Jul 2007

  Working alongside practically every aspect of the business in two different roles to deal with customer service issues and the roll-out of new services

• Senior Service Desk Analyst

  • Jul 2004 - Jul 2006