London, England, United Kingdom
Change | Transformation | Digital | Operations | COO | IT | Procurement & Supplier Management Having spent a large part of my career in Corporate, SME and Business Banking I moved into a large scale MD strategic transformation role Barclays UK COO in 2018. This has involved oversight of all elements of operations including re-engineering our customer and client model to build out Chatbot, Chat capability, Video, F2F and Virtual/Direct model to serve our 24 million customers and clients across Personal, Premier, Smart Investor, Global Wealth Clients & Business Banking. I have engagement with the FCA over both cash provision and services we provide. I manage many external contracts including Vaultex, G4S and others. I am currently leading (Accountable Exec) for the simplification of back and middle office processes alongside a multi-million pound investment in our Digital servicing journeys and automation.
WPB EXCO Building Digital Banking, Gen AI, Product and Platform capabilities for HSBC UK alongside leading 8,000 amazing colleagues across 400 Branches, Telephony, Operations, Wealth Management, Premier, Mortgages, Performance & Data/Analytics running Consumer Banking. 4 year Strategy to build: Top 5 Wealth Manager in the UK. Digital Investments and Advice; growth ambition to double AuM to $100bn Top 5 Bank for Customer Experience in the UK Building and Implementing a new Premier / ‘Mass Affluent’ proposition - connecting high net worth supporting clients throughout Savings & Investments Wealth Management continuum. Leading teams across the UK and Internationally - Wealth Management (Investments, Asset Management, Pension & RP) - Introduction of International Trading Desk and Business Coverage Model - Premier & Mass Affluent customer service proposition for UK launch (tiered) - Customer Experience elevation and enhancement across every channel (strategic NPS) - Strategic Footprint & Real Estate Strategy aligned to Access to Cash and Banking, including industry collaboration on shared infrastructure. - Next Generation Virtual & Digital capabilities - build and partnerships - Consumer Duty leading 8,000 colleagues throughout the UK and *Internationally across; Wealth Management Premier Banking International Coverage Global Money Mortgage Advice & Protection Branch Network Telephony - UK & International* Digital Channels Agentic AI Product Ownership
Chief Operating Office | Digital | Telephony | Product |Chat | Video Banking | Operations Passionate sponsor of DE&I Leadership of Digital, AI, Product & Client/Customer facing teams: AI & Data Analytics Customer & Colleague Platforms Digital Search, Sync/Async, Chat, Video and AE for Next Gen Consumer Banking Platforms. Wealth Smart Investor (Digital Investment Platform) Business Banking (Everyday Business) Premier & Premier Global Clients Consumer and Retail Barclaycard ATM’s, Access to Cash & Self Service FCA engagement for customer & client relationships UK (Consumer Duty) - Leadership of 6,000+ colleagues (UK & India) through a team of Directors across Business Banking, Premier & Consumer serving over 40m+ interactions across Telephony, Digital, Chat/Async Chat & Branch Distribution (Through Tranction Cycle TC40) - Executive Lead for Digital Banking Transformation; Digital & Automated Servicing Strategy; Barclays UK journey mapping; using a 5 factor digital filtration scorecard. Using high quality data & analytics to understand CX issues / data breaks in the journeys. CIO integrated approach to fully Digitise (and automate) core journeys through interconnection of Tech leads and Journey Ownership. Secured multi-million pound investment to complete 3 year Digital Transformation across Barclays UK. Considerations of Architecture, Resilience and stability alongside working through Fraud Risk and Ops all form part of the Strategy for Agile Transformation - AE for a 3 year UK COO Strategic Transformation programme - ‘Re-inventing Service Model’ including Customer Propositions, Digital &CX. - Direct FCA / Regulated Experience & Telephony/Branch/Digital Risk & Oversight Committed member. - 2022 appointed TC40 Accountable Exec for ‘Next Generation Banking Platforms’. - Connecting emerging technologies with scale operations to simplify customer and colleague experiences creating real-time, personalised experiences.
Lead a team of circa 220 Relationship Managers and Relationship Directors across London through my Industry Directors and Area Leadership teams. Manage over 28,000 clients in London SME through 7 Industry verticals; Retail & Wholesale, Hospitality & Leisure, Business Services, Professionals, Technology, Media & Telecomm's, Education & Charities and Manufacturing, Transport & Logistics. Support clients with over £1billion of lending alongside looking after £4.6billion of deposits and 35% of UK SME revenue. Developed enhanced capability and infrastructure to support Private Equity/VC backed 'Scale Up' businesses through a specialised 'High Growth' team in London. Product Lead for UK Coverage; advising upon new product requirements for 'growth segments' across Industry verticals.
Leadership of the Corporate & Business Banking team across London; 125 Relationship Managers/Directors Supporting clients >£200m turnover. Leading £180m revenue business, looking after £750m of clients debt balances and £2.2bn of credit balances Experience of M&A, MBO’s and Venture Debt Arrangements - Direct report line of Area Managers, Head of Sales & Service, High Growth Director and 12 Relationship Directors which gives market leading coverage from High Growth Scale-up companies through to Mid-Corporate. - Unique coverage model; specialisation in supporting Fast Growth through Venture Debt and bespoke solutions businesses across London particular focus given to Technology. - Industry specialisms across TMT, Professionals, Healthcare, Education, H&L and R&W. National Product and Proposition Lead for Coverage teams.