Experience

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  NHS Credit Union

  • Glasgow, Scotland, United Kingdom

  • Chief Operating Officer

    • Sep 2021 - Present
    • Glasgow, Scotland, United Kingdom

    Operational Leadership for the NHS Credit Union team and all operational activities..Develop and deliver policies, procedures, and codes of conduct in conjunction with the CEO and Board of Directors, ensuring the align with NHSCU social mission, business objectives and regulatory requirements.Manage all NHSCU investments, budgets and Credit Control, enhancing the loan portfolio as agreed by the Board strategy and regulatory requirements.Ensure all HR policies and procedures are monitored within a compliance framework.Lead, motivate and develop NHSCU staff to inspires, empower and enable them to fulfil their own potential.Manage relationships with internal and external audit functions and regulatory bodies. Accountable for the risk management of financial operations, proactively mitigating any challenges to service delivery and organisational performanceEnter contractual arrangements and incur financial obligations on behalf of NHS CU, as per the NHS CU Scheme of Delegation and policy.Ensure all NHS CU’s administrative, IT, health and safety databases and systems are fit for purpose and future proofed as far as possible. Lead the ongoing review of internal systems and processes to identify greater efficiencies and promote a continuous quality assurance culture. Work effectively, collaboratively, and responsively with the Board of Directors, and its committees. Collaborate with the Board of Directors on a robust governance, performance and financial management programme,

• 

  ACCA

  • United Kingdom
  • Accounting
  • 700 & Above Employee

  • Markets Lead - Digital Transformation

    • Jun 2019 - Sep 2021

    • Engage and excite colleagues across the business in an organisational change initiative and across our Global Markets, delivering a package of Digital Transformation benefits to secure significant business investment.• Lead a programme of change in external stakeholder communication through the introduction of an automated digital marketing and social media platform. • Lead a programme of change across our Global markets, engaging with senior stakeholders to create a vision of change and in line with senior colleagues design a strategic plan to deliver this change• Engage and represent our Global Market teams in delivering a programme of strategic and operating change across ACCA global markets through the implementation of digital transformation technology • Provide an organisation wide strategic perspective that drives engagement and accountability for adoption of our new technology and improvement in our ways of working.• Lead a consultative approach with Market Leaders from across ACCA global markets to supporting in the design and utilisation of programme deliverables• Ownership for the realisation of financial and non-financial benefits of the digital transformation programme, and working in collaboration with Market teams to delivery against these expectations

  • Head of Professional Courses & Employer Relations

    • Nov 2016 - Jun 2019

    • Launched the ACCA Financial Apprenticeship programme aligned with government programmes on social mobility and development of future skills.• Delivered increased financial income , significantly above target across a range of CPD programmes for ACCA membership and beyond.• Delivered market leading member satisfaction rates for UK members.• Expanded ACCA CPD programme into additional markets within the Europe and America region, embedding this programme in key Emerging markets in Western Europe• Overall strategic and operational leadership for teams of Business Development managers and our engagement with the UK Employer Market.• Lead responsibility for teams of Member Engagement Mangers located throughout the UK Market.• Develop and deliver a strategic plan of activity across the region that delivers growth in the ACCA brand, improves member engagement, and increases the exposure of ACCA as the Professional Accountancy qualification of choice in the region

  • ACCA Group Manager

    • May 2014 - Nov 2016

    • Overall strategic and operational leadership for an onshore and offshore sales operation.• Leadership across all markets for delivery of strategic sales performance, to increase our global reach across the professional accountancy market.• Work collaboratively with market champions and internal stakeholders to improve the businesses commercial awareness and lead initiatives to drive performance improvement• Lead and deliver performance and coaching frameworks to drive improvements in employee engagement, customer experience, business efficiency and client satisfaction • Delivery a compliant and robust PCI plan to meet regulatory requirements and customer expectations• Develop multi-channel contact though social media to further align the business with continuous improvement initiatives, and customer centric processes. • Provide support and direction to our Regional Customer Service Manager to deliver their Attract and Sustain targets

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  RESPONSE

  • Glasgow, United Kingdom

  • Senior Operations Manager

    • Aug 2012 - May 2014
    • Glasgow, United Kingdom

    - Deliver all operational KPIs and exceed all contractural obligations to our client- Lead, develop, motivate and coach Operational and Team Managers empowering them to lead and role model superior sales and service.- Create and maintain a strong sales culture and performance driven working environment

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  HSBC

  • Regional Support Manager

    • Dec 2011 - Aug 2012

    •Design and implement change initiatives to improve branch performance for all key stakeholders. •Work with the Senior Regional team to deliver strategic goals in Retail Banking and Wealth management.•Provide coaching and support to Regional Management and ten Retail Branch Managers to deliver performance against branch sales, service and regulatory scorecard.

  • Retail Branch Manager

    • Jun 2011 - Dec 2011

    • Leadership and accountability for the performance, development, quality and regulatory requirements for the expansion of the new HSBC Hamilton Branch• Recruit and build a strong branch management and customer facing team, to exceed expectations for all stakeholders.• Utilise networking opportunities to expand the banks existing presence in the area and identify key opportunities for income growth in the lead up to branch launch.

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  First Direct

  • United Kingdom
  • Banking
  • 700 & Above Employee

  • Call Centre Manager

    • Jul 2003 - Jun 2011

    • Leadership and accountability for the recruitment, performance, development, quality and compliance requirements for an inbound and outbound call centre operation.• Deliver initiatives to maximise customer and staff retention.• Management responsibility for Hamilton Service Quality and compliance monitoring team.• Coach and develop customer service Team Leaders to develop effective coaching, leadership and performance management skills.•Effectively manage the performance and efficiency of the Hamilton Sales and Service operation and address performance development areas utilising effective management information.•Liaise closely with operational support areas and build effective relationships with HR and IT teams.•Deliver excellence in customer service through ‘systems thinking’ principles and the promotion of value adding work.

  • Senior Team Leader

    • Jul 2002 - Jul 2003

    • Provide leadership in a call centre team through coaching and development of team performance.• Coach and develop customer service Team Leader’s within the manager group to develop effective coaching strategies, performance management, and enhance their leadership skills.• Interact with other Senior Team Leaders across customer services to share best practice and provide consistency in support.

  • Call Centre Team Leader

    • Jul 2001 - Jul 2003

    • Provide leadership in a call centre team through coaching and development of team performance.• Take ownership and accountability for all aspects of team performance to ensure efficiency levels are achieved and income contribution is maintained• Be active in manager group initiatives and encourage sharing of best practice across all teams in the group

  • Customer Service Representative

    • Aug 1998 - Jul 2001

    •Handle customer calls and queries in an inbound call centre operation.•Provide excellent service through maximising call handling efficiency and generating income for the business•Display enthusiasm for own development and contribute to First Direct’s call centre environment.•Provide coaching and support to underperforming CR’s throughout customer services to deliver the level of service required by the business.

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  W J Harte Construction

  • Buyer

    • 1988 - 1992

    • Cost negotiation and procurement of materials for construction sites throughout Scotland.• Planning and organisation of material deliveries.• Estimation of construction industry tenders and management of building material costs