Experience

• 

  Everyday Loans

  • United Kingdom

  • Area Manager

    • Jul 2021 - Feb 2022
    • United Kingdom

    Led transition of under-performing branch in North London through staff accountability, motivation, driving improved performance and compliance/general standards. Promoted to Area Manager covering four branches in Essex, Bedfordshire, and East Anglian.

• 

  Provident Financial Group (PFG)

  • United Kingdom
  • Financial Services
  • 700 & Above Employee

  • Divisional Manager

    • Oct 2019 - Jun 2021

    Managed dynamic change of working practises from outside working to working from home for all colleagues in pandemic. Led sustained headcount reduction by perfomance management, attrition whilst continuing to deliver commerical objectives. Used colleague survey feedback to implement Division/location tactical plans which includes open to all listening sessions and 360 degree feedback. Achieved 95% Customer Experience rating. Led a positive change culture by instilling reward and recognition by robustly championing company reward scheme.

  • Regional Manager

    • Jan 2009 - Oct 2019

    Managed major business transformation from self employed to employed model. Led substantial operational changes to ensure working practises and overall standards and controls adhered to FCA guidelines. Direct responsbility for the turnaround of underperforming locations through investigations, leadership change/development, resulting in increased staff engagement, profitability and production. Championed succession management by creating and executing Regional programme culminated in several colleagues being promoted to Area Manager or higher positions. Created diverse high performing teams by recruiting externally and internally. Oversaw detailed disciplinary and grievance investigations in conjunction with HR function.

  • Divisional Development Manager

    • Jul 2014 - Jul 2016

    Strategically supported Divisional Operations Managers in London, South West and Wales which included creating and implementing a bespoke staff development plan for a newly recruited Regional Manager. Covered Regional Managers in their absence. Seconded to Head Office (Bradford) to strategically create a new ways of working.

• 

  Provident Financial Group UK & ROI

  • United Kingdom
  • Financial Services
  • 700 & Above Employee

  • Area Manager

    • Jul 2002 - Jan 2009

    Responsible for overall responsibility of employed Business Development Managers. Last location had 8 full time managers, approximately 90 self employed agents and approximately 12k customers. Responsible for all aspects of leading/managing including staff welfare, engagement, performance, compliance, policies and controls. Consistent, outstanding commerical performer, qualifying for several annual reward trips to European destinations.

  • Business Development Manager

    • Jul 1998 - Jul 2002

    Responsiblity for overseeing the performance, behaviours, motivation, engagement, adherence to compliance and controls of between 10-16 self employed agents across several branches within Kent. Role also involved interactions with customers to answer questions, dealt with requests, review financial positions and complete required forbearance.

• 

  Whitbread

  • Surrey/London

  • Assistant Area Manager

    • Jul 1996 - Jul 1998
    • Surrey/London

    Supported Managers in full operational of managing fully licensed public houses including stock control, marketing, recruitment, front of house customer experience.

• 

  TSB Bank

  • Kent/South East

  • Team Leader

    • Jul 1990 - Jul 1995
    • Kent/South East

    Responsible for operation practises within several branches including largest branch within Kent. Responsiblities included cash handling, security, overall running of cashiers, dealing with customer queries.