Head of OnDemand

• May 2021 - Present

Chief Operating Officer

• Oct 2020 - May 2021

Head of Client Services

• Jan 2020 - Oct 2020

Senior Operations Manager

• Dec 2016 - Jan 2020

Operations/Project Manager

• Jul 2014 - Dec 2016

Operational oversight, managing and delivery of large and small scale change/migration projects and Past Business Reviews. Operational oversight, managing and delivery of large and small scale change/migration projects and Past Business Reviews.

Operations Manager

• Oct 2012 - Mar 2014

Management of a Proactive business review projectProject planning, ongoing assessment of deliverables and overseeing the Operation including Team Managers, Case Handlers, QA Teams and Settlements teams. It also required the creation, reporting and analysing of Management information, Business analysis, resource planning and implementing of processes and procedures

Project Manager

• Apr 2012 - Oct 2012

I managed a pilot project which centered around the review of Credit Card overlimit and late payment fees as ruled by the Office of Fair Trading. As this was a new concept to the Bank, I was required to assist with the design of new processes and procedures, take part in business analysis and follow them through to testing and implementation. This included resource planning, planning and forecasting targets and the redesign of the quality checking matrix for the new processes, in addition to assisting with the building of a dedicated Management Information reporting set-up.

Operations Manager

• Aug 2011 - Apr 2012

Operational oversight of a Customer Relations department at RBS, reporting to the Head of Customer Operations

Team Leader

• Mar 2011 - Aug 2011

In this role I managed a team of Case Handlers reviewing general insurance complaints. I was required to coach the team on the technical aspects of their roles, drive small projects and meet stringent targets set out by the business. Daily and weekly reporting of Management Information and the analysis of this information was a key part of this role, as was working within the guidelines and objectives set out by the Financial Services Authority and the Finacial Ombudsman Service.

General insurance complaints Case handler (contractor)

• Mar 2010 - Mar 2011

This role required the review of general insurance complaints in line with FSA guidelines. These ranged from complaints in motor insurance, home insurance, pet insurance and travel insurance. I was required to meet stringent targets set out by the business and keep an organised workflow of cases in line with the FSA's Treating Customers Fairly initiative in addition to liaising with the Financial Ombudsman Service directly to resolve consumer concerns.