Experience

Expense Reduction Analysts - Global

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Principal Consultant

  • Jun 2023 - Present

  Established in 1992, ERA is one of the world’s leading consultancy organizations. Specializing in cost optimization and supplier relation management, ERA delivers Value through Insightᵀᴹ to clients in both the private and public sectors. With more than 750 consultants operating in over 40 countries, the award-winning business boasts international expertise while simultaneously offering a local presence to clients. Through in-depth industry knowledge and insight across a variety of expense categories, ERA adds value to organizations by advising on industry-specific best practices, reducing costs and ultimately delivering tailored solutions to benefit business health and growth, through reviewing their processes and indirect costs. A few of ERA’s core expense categories include Banking and Financial Services, Insurance, Corporate and Administration Support Services, Logistics and Distribution, Energy and Utilities, Medical and Pharmacy, Facility and Property Management, Maintenance, Repair and Operating Supplies (MRO), Personnel and HR Services Delivery as well as Information & Communication Technology (ICT). To find out more please feel free to visit our website: https://en.expensereduction.com/ Show less



BCB Group

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Banking Operations Consultant

  • Dec 2022 - Jul 2023



Barclays - Private Bank and Overseas Services

• Isle of Man

• Director - COO - Barclays Isle of Man

  • Jan 2018 - May 2022

  Promoted into a new role to head up the regulated and specialist Client Experience functions, including but not limited to, Global Complaints, Operational Risk, Digital Servicing and Operational Service Management – COO - to support the Barclays Private bank globally. Responsibilities include Build and implement 3 year COO strategy to support Barclays Private Bank Delivery of regulatory requirements across multi jurisdictions in line with local regulators and Barclays policy Ensure strong controls and robust operation risk function in place to support the Private Bank Deliver COO services in line with budgetary agreements Devise and deliver global client insight programmes and client experience strategies for the Barclays Private bank Show less



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• Head of Complaints, Client Experience and Service Management - Barclays Offshore

  • Jan 2015 - Dec 2017

  Responsible for Service Management and Client experience across the Barclays Overseas Services Business. Leading a team of senior managers Effective Offshore Client Experience plans including survey management, root cause analysis, client panels and Net Promoter Score delivery Delivered significant increases in Net Promoter Scores across the business– NPS improved from +4 to +45 Effective delivery of complex implementation projects Manage Service delivery End to End from infrastructure and operations teams Co-ordinate and deliver Process and Client journey Improvement activity Head pf PB Global complaints Teams Show less



Barclays Wealth Management

• United Kingdom
• Financial Services
• 700 & Above Employee

• Head of Client Implementation and Platform Team

  • Aug 2013 - Jan 2015

• Head of Service Management, Intermediaires, International and Stockbrokers

  • Aug 2011 - Jul 2013

  A new role developed to improve Front Office Service and Support capability across London, Isle of Man, Jersey and Guernsey through the effective relationship management of Operational support and development of Front Office structure and capability.Staff Management – Responsible for 100 Heads across multi jurisdictionsWork closely with Risk and Compliance functions to ensure processes meet internal and external audit and regulatory requirementsFront Office Restructure – Developed and delivered strategic solutions for Front office Service propositionRelationship Management – Delivered an integrated, robust, Front office – Operations engagement modelClient Engagement – Strategic and tactical models implemented to ensure voice of client is heard within Barclays Wealth Intermediaries Show less

• Service Manager, Vice President

  • Aug 2007 - Aug 2011



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Local Director

  • May 2004 - Jul 2007

  The role was to transform LTSB Group in the Gatwick region to achieve the highest levels of customer service and income delivery expected of a high performance, blue chip organisation. This was achieved by building a business strategy to ensure the following was achieved Leading 135 People Sales Managing 35 Regulated and Non Regulated Sellers Achieving a £5.4 million new income target Delivering total income of £16 million Responsible for cost budgets totalling £6 million Ensuring all Internal and External regulatory standards where maintained Show less



Chase de Vere

• United Kingdom
• Financial Services
• 400 - 500 Employee

• Regional Operations Manager

  • Mar 2002 - May 2004

  Reporting to the Chief Operating Officer (Board Director) and the Director of Private Clients (Board Director) the role to improve and restructure the operational support within the Chase de Vere network through initiation and implementation of multi- projects. Leading 90 people Multi-site Management Designing Strategic Operating Model Responsible for Cost Budgets of £2.6 million Opened Birmingham Office Relationship Management Reporting to the Chief Operating Officer (Board Director) and the Director of Private Clients (Board Director) the role to improve and restructure the operational support within the Chase de Vere network through initiation and implementation of multi- projects. Leading 90 people Multi-site Management Designing Strategic Operating Model Responsible for Cost Budgets of £2.6 million Opened Birmingham Office Relationship Management



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Business Development Manager - LTSB IFA

  • Jul 1999 - Mar 2002

  Reporting to the island Director and responsible for delivery of Expatriate Financial Advice to clients across the globe and IoM retail population. The role included the development of world markets, products and financial intermediaries to ensure stretched income objectives where achieved through compliant salesIncome of £5.6 millionLeading IFA support teams – Held regulated IFA Advisor and Supervisor Status Development and introduction of T&C SchemeMarket DevelopmentMulti-site ManagementMarket and Intermediary development Show less

• Various Roles

  • Jul 1988 - Jun 1999