Karen Hallum
Senior Operations Manager at Weatherbys Private Bank- Claim this Profile
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Bio
Jo Harris
Karen is an excellent operations manager with experience of running diverse telephony propositions both on site and remotely. Her leadership style is very engaging and through this, she delivers excellent customer service scores and meet customer needs. Karen has also led a number of strategic projects, including the rationalisation of her region and the Private 24 people development programme. Karen is a very passionate and committed person who has a vision for her business. She engages her stakeholders well and is an active member of the Private 24 Board. She is not afraid to challenge when required.
DAVID BATEY
I worked with Karen over a number of years at a time when the company was going through tremendous change. Karen was always very professional in her approach and engaged her staff well to continue to deliver results throughout the change programme. She is focused on delivery and always prepared to try new things. She has been instrumental in the continued development of her reports.
Jo Harris
Karen is an excellent operations manager with experience of running diverse telephony propositions both on site and remotely. Her leadership style is very engaging and through this, she delivers excellent customer service scores and meet customer needs. Karen has also led a number of strategic projects, including the rationalisation of her region and the Private 24 people development programme. Karen is a very passionate and committed person who has a vision for her business. She engages her stakeholders well and is an active member of the Private 24 Board. She is not afraid to challenge when required.
DAVID BATEY
I worked with Karen over a number of years at a time when the company was going through tremendous change. Karen was always very professional in her approach and engaged her staff well to continue to deliver results throughout the change programme. She is focused on delivery and always prepared to try new things. She has been instrumental in the continued development of her reports.
Jo Harris
Karen is an excellent operations manager with experience of running diverse telephony propositions both on site and remotely. Her leadership style is very engaging and through this, she delivers excellent customer service scores and meet customer needs. Karen has also led a number of strategic projects, including the rationalisation of her region and the Private 24 people development programme. Karen is a very passionate and committed person who has a vision for her business. She engages her stakeholders well and is an active member of the Private 24 Board. She is not afraid to challenge when required.
DAVID BATEY
I worked with Karen over a number of years at a time when the company was going through tremendous change. Karen was always very professional in her approach and engaged her staff well to continue to deliver results throughout the change programme. She is focused on delivery and always prepared to try new things. She has been instrumental in the continued development of her reports.
Jo Harris
Karen is an excellent operations manager with experience of running diverse telephony propositions both on site and remotely. Her leadership style is very engaging and through this, she delivers excellent customer service scores and meet customer needs. Karen has also led a number of strategic projects, including the rationalisation of her region and the Private 24 people development programme. Karen is a very passionate and committed person who has a vision for her business. She engages her stakeholders well and is an active member of the Private 24 Board. She is not afraid to challenge when required.
DAVID BATEY
I worked with Karen over a number of years at a time when the company was going through tremendous change. Karen was always very professional in her approach and engaged her staff well to continue to deliver results throughout the change programme. She is focused on delivery and always prepared to try new things. She has been instrumental in the continued development of her reports.
Experience
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Weatherbys Private Bank
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United Kingdom
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Banking
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100 - 200 Employee
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Senior Operations Manager
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Jan 2015 - Present
I head up the operations and telephony department within a Private Bank which provides a bespoke, personalised service to high net worth clients. I lead a team of eight Managers, who with their teams, are responsible for all major banking processes including faster payments, CHAPS, international payments, onboarding, online banking queries and support, day to day client instructions together with responsibility for the Bank’s telephony team. Further responsibilities include resource and recruitment management, driving a continuous improvement culture including delivering efficiencies/capacity creation utilising Lean tools, embedding operational risk controls, stakeholder management with external parties, leading strategic change and overviewing the delivery of robust team plans for staff training and career development. Achievements include the implementation and embedding of a new banking IT platform, creation and roll out of a Banking Group staff development programme, designing externally led bespoke staff training courses, and developing/delivering a Banking Group recognition event. Show less
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RBS
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United Kingdom
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Banking
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700 & Above Employee
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Regional Contact Centre Manager - Private Banking
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Jul 2010 - Jul 2014
Head up and led a telephony based Relationship Centre, supporting 350,000 customers with their daily banking needs together with responsibility for achieving business objectives for customer service, sales, and risk management within the Centre.The Centre was responsible for customer telephony requests, holding quality customer conversations, processing of customer instructions, new account opening, investments and general sales management.Line Manager for 7 direct reports and at peak 120 staff - lead, direct, develop and coach staff to support service proposition. Coaching also supports individual development, talent management and succession/career planning.Day to day responsibility for resource management, workflow management, capacity creation, whilst ensuring full Centre adherence to internal and external regulatory requirements in tandem with delivering quality service to customers.Drive a continuous improvement culture through the utilisation of Lean principles in order to enhance customer experience and staff environment. Show less
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Contact Centre Manager - Private Banking
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Jun 2007 - Jun 2010
Established and developed new Relationship Service Centre as part of the Bank's strategy for expansion in the high value client sector, servicing the needs of prestigious customers with salaries of £100k plus.Led recruitment of 50 staff including the appointment of the management team.Developed and embedded sales and operations management culture in conjunction with exceeding key objectives.Line Manager for 4 direct reports, providing coaching and guidance to support achievement of objectives and provide development and mentoring for career progression. Show less
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Operations Manager - Corporate Division
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Apr 2005 - May 2007
Line Manager for 6 direct reports and 91 staff, responsible for processing all elements of account instructions for the Group's Corporate customers with £10 million plus turnover.Daily workflow management against Service Level Agreements and responsible for rolling recruitment and resource plan for a Centre of 311 staff.Coaching and development of Team Managers to ensure objectives achieved/exceeded.
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Service Delivery Manager - Commercial Division
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Dec 2003 - Mar 2005
Customer contact relationship role. Interacting with Directors and Senior Management of the Bank's high value Commercial clients, identifying and addressing barriers to enhance the customer relationship.Peripatetic role responsible for ongoing banking service needs for 100 Commercial customers with £1 million - £10 million turnover.Led and implemented strategies to improve customer experience through fit for purpose bespoke solutions and collaboration with internal stakeholders.
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Education
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1978 - 1985
Beanfield Comprehensive, Corby
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