Northampton, England, United Kingdom
Excellent organisational and decision making skills with extensive experience within the Banking industry. Broad experience of a highly regulated multi client environment with a proactive approach to risk management. Responds positively to change and new challenges and reacts well in demanding situations. Committed, self-motivated and disciplined in maintaining high standards with a focus on setting and delivering to stretch goals.
Build and lead a multi- functional department with 4 direct and 73 indirect reports responsible for processing foreign cheque transactions, delivery excellent customer service and adhering to regulatory requirements. The main challenge is to provide a stable and robust service whilst focussing on an exceptional customer experience and cost efficiencies. Main Achievements: • Created a new department as a result of a successful tender for new work. • Established Service Level Agreements, ISAE3402 Control framework and Conduct Risk measures. • Agreed KPI’s and KRI’s. • Formed a robust training, skills and succession review framework to manage and mitigate the associated risk and identify rising stars. • Introduced a two way, open and honest communication framework, engaging with staff at all levels. • Forged and maintained trusted relationships with stakeholders, colleagues and clients. • Developed Responsibility and Accountability, Risk Awareness and Conduct Risk presentations, coaching direct reports to deliver. • Lead department to achieve excellent audit results by setting clear standard expectations. • Realised annual savings of £200k through process efficiencies and team re-structure. • Introduced a Support Function within the department to provide analysis and trending in risk, regulatory compliance, quality and productivity resulting in 84% reduction in losses following migration, £215mil fraud detection in 24 months and 100% regulatory compliance. • Managed internal, client and regulatory driven change on time and within budget, some within tight deadlights. • Drove a culture of innovation through a Continuous Service Improvement program resulting in an average of 3 ideas raised per head. • Actively involved in the internal ACAS working group, reviewing policies and procedures and undertaking investigations, disciplinary and grievance hearings when required.
Manage two functional areas with 60 staff responsible for processing circa £500mil transactions per day, reconciliation of over 300 non-personal accounts and £1mil post settlement queries. The main challenge is to provide a stable and robust, risk adverse service whilst focussing on cost efficiencies. Main Achievements: • Realised annual saving of 10% cost reduction through re-organisation • 5% cost saving through internally recognised initiatives and efficiencies • Delivered 15 project driven changes with no impacts on business as usual service in past 12 months • Established a culture of innovation, driving changes to provide processing efficiencies • Consistently met all client and industry based Service Level Agreements • Established a rigid and effective control framework in compliance with both external and internal regulatory audits • Established successful business continuity plans • Fostered a culture of empowerment allowing individual responsibility and accountability • Identified and developed skills and attributes in people to the benefit of both the individuals and business • Created an environment conducive to teambuilding leading to improved motivation • Established and maintained valuable relationships with internal stakeholders • Developed and controlled effective partnerships with shareholders and clients