Experience

FCMB Bank UK Limited

• Banking
• 200 - 300 Employee

• Conduct & Regulatory Projects

  • May 2023 - Present

  London, England, United Kingdom



Kingdom Recommends

• United Kingdom
• Food and Beverage Services
• 1 - 100 Employee

• Thinker, Strategist & Stargazer

  • Dec 2020 - Present

  Cheshire West and Chester, England, United Kingdom



Rova

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Head of Customer Success

  • Jan 2021 - Dec 2021

  London, England, United Kingdom



KAD PROFESSIONALS LTD

• United Kingdom
• Banking

• Program Director

  • Apr 2012 - Jan 2021

  Flexible



Bank of America

• United States
• Banking
• 700 & Above Employee

• Marketing Strategies Project Manager

  • Jan 2011 - Dec 2011

  Chester, United Kingdom  To own, develop and deliver the marketing strategy for new products, focusing on the retail market  To review environmental effects on business direction  Leading activity and providing direction across multiple areas such as product, marketing communication, brand, planning & optimization, sales and insight.  Product development, customer insight, Channel and Acquisition strategy – formulating a marketing plan Customer Journey, internal communication, insight and rewards… Show more  To own, develop and deliver the marketing strategy for new products, focusing on the retail market  To review environmental effects on business direction  Leading activity and providing direction across multiple areas such as product, marketing communication, brand, planning & optimization, sales and insight.  Product development, customer insight, Channel and Acquisition strategy – formulating a marketing plan Customer Journey, internal communication, insight and rewards journey.  Illustrated new processes within a new org for new product delivery  To own, develop and deliver World Class Scripting Strategy based on call center needs  Lead focus on increasing revenue through script segmentation, banner optimization and improvement  Project lead for continual system enhancements to perfect script presentation such as opportunity for graphics within Atlas, hyperlinks and expandable boxes  Conducting workshops / focus groups to identify customer need and risk  Identified, formalized and delivered new processes for control across all areas involved in delivery  To create and lead banner optimization strategy within the on-line space using the COI functionality focusing on revenue generation and segmentation  Manage and execute continuous test, development and improvement of OLB COI banners  Manage and integrate development of COI banner system (alongside other ecommerce developments, such as Test & Target) – so that COI banners can become the sole banner system within OLB  Ongoing engagement with E-Commerce and In-Touch program to ensure use of COI functionality maximised and not compromised during the in-touch program  Support the development and approval of business requirements, high level design and design concepts, user acceptance test and performance of testing to ensure BAU processes and controls are not impacted by any technology release

• Insurance Change & Training Manager

  • Nov 2009 - Jan 2011

  Chester, United Kingdom  Identifying time needed and call centre impact for training associates on new systems and behavioral changes  Designing, owning and delivering a fully interactive training program for COI implementation, including assessments, coaching, performance monitoring, support and compliance  Subject matter expert and project lead for new innovative credit protection products  Creating sales scripts whilst adhering to regulations enforced by the FSA and OFT to ensure the scripts were… Show more  Identifying time needed and call centre impact for training associates on new systems and behavioral changes  Designing, owning and delivering a fully interactive training program for COI implementation, including assessments, coaching, performance monitoring, support and compliance  Subject matter expert and project lead for new innovative credit protection products  Creating sales scripts whilst adhering to regulations enforced by the FSA and OFT to ensure the scripts were compliant  Reviewing performance at weekly governance meetings based on dashboards  Designing and implementing an Insurance education strategy which focused on support for Associates, Coaches and Managers and had key metrics in order for us to evidence training impact based on different KPI’s  Analysing performance to identify the need for performance coaching across the business  Designing, owning and delivering a bank wide coaching strategy with engagement and sponsorship from senior directors  Designing and implementing a thorough training program for our market leading credit protection product and 3 other new insurance products  Creating a fully interactive education program for COI consisting of 14 individual modules, each tailored specifically in accordance with its objective to over 2000 associates across Carrick and Chester  Implementing a 12 month insurance curriculum consisting of 21 modules for associates focusing on sales skills, product knowledge and compliance. 19 modules for coaches and 14 manager modules which were supported through an on-line toolkit and team activities which could be facilitated by the manager in quiet periods  Reduction in associate cancellation rates  Increase in listening scores due to compliant sales  Increase in sales volume for servicing and sales areas, through coaching support and ongoing focus delivered by combined efforts of the coaching strategy and insurance curriculum.

• Insurance Change and Training Manager

  • Jan 2007 - Dec 2009

  Chester, United Kingdom Responsible for designing and delivering a fuly interactive training programme.

• Account Manager - Sales Performance

  • Jan 2003 - Jan 2007

  Chester, United Kingdom Managing Insurance Sales Performance across multiple departments and across sites. Working with compliance and legal departments to ensure sales adhered to FSA and OFT regulations. Conducting performance analysis across department, site, channel and product in order to identify performance trends. Managing incentive budgets. Working with vendors to identify challenges and help resolve these.