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Work Background
CouttsExecutive Director, Commercial Delivery & Client Programmes
Jan. 2022London, England, United KingdomMember of senior leadership team at renowned private bank; divisional CEO-2. Sustainable investments strategic and commercial lead for Asset Management Centre of Expertise. Directing commercial fulfilment; incubating/scaling labs into agile cross-franchise delivery programmes, providing 1m retail, private and commercial clients omnichannel (D2C, F2F) expertise, leading highly skilled, broad-scope team covering: - AUM Growth & Retention: coordinating and driving multi-billion Net New Business delivery via pan-functional and pan-franchise collaboration, honouring our purpose to support clients' long-term financial health, and addressing the national savings gap through propositions and communications that encourage responsible, sustainable investing. - End-to-end direct campaign management/CRM coordination and resource allocation for Coutts and Premier client bases across Coverage, Marketing, Journey and Data & Analytics resources to drive growth in our strategic focus areas, and improve client experience and outcomes across all financial needs. - Predictive data asset, models and resource ownership: driving innovative data science initiative to help more clients; identifying and meeting more needs through timely, relevant and personalised omnichannel messaging.
CouttsExecutive Director, Client Strategy & Controls
Jan. 2020 - Jan. 2022City of London & NationalAccountability for customer and risk agendas in market-leading affluent business, functional leader at CEO-3 level – supporting c1.5k colleagues, serving 410k+ customers across six brands. Enhanced controls and CX, spearheading service model and digital transformation execution: - Drove NPS to record high via new propositions and tools, refined messaging, and improved capability.
- Reduced operating cost and rationalised customer lifecycle
- Negotiated complex organisational redesign and merger into new franchise
- Dramatically improved sales compliance and CEC 2 rating via bespoke risk framework
- Directed dynamic business response to Covid-19, leading colleague engagement to all-time high.
NatWestHead of Customer and Business Operations, Premier Banking
Jan. 2016 - Jan. 2020London, England, United KingdomLed operations function in hybrid CEO-3 COO/Chief of Staff role; transforming disparate underperforming teams with legacy issues into thriving business. Designed and launched new service/operating model, frameworks, and brand identity for relationship management business of >1.2k FTE, serving c350k Premier clients. Orchestrated business and customer operations, spanning commercial delivery, cost management, change and innovation, client events, colleague communications, platforms and capability, controls and compliance, complaints, operating model and business management.
NatWestSenior Strategy and Operations Manager
Jan. 2014 - Jan. 2016London, United KingdomLead for strategic development, business management and key stakeholder relationships on behalf of MD. -> Supported sustainable commercial delivery and improved customer outcomes; identifying and prompting property, product, promotion and process change, and nurturing relationships with partner organisations.
-> Coordinated London Regional Stakeholder Board; influencing better collaboration and governance for cross-bank senior leadership interactions and community engagement.
->Created Armed Forces Steering Group, ensuring readiness for Minister of Defence to sign Corporate Covenant and Gold Award, recognising Holt’s - a specialist brand, now serving >33k military personnel worldwide.
NatWestBusiness Intelligence and Project Manager
Jan. 2012 - Jan. 2014London & South EastManaging and leveraging a wide range of internal and external Management Information sources and key stakeholder relationships (Finance, MI Production, Analytics, Product leads, Resourcing and HR, Customer Experience and Service Delivery, Risk and Control, Change and Implementation, Marketing & Community Engagement), to craft trend analysis, business insight and customer narrative for an Executive in Branch and Private Banking. Covering all areas of Branch and Private Business to guide and prompt executive committee interactions, strategic planning and decision making to deliver quality customer and commercial outcomes.
Developing and managing pioneering training programmes to increase confidence and competence of branch colleagues progressing into new roles, with immediate and sustained impact on productivity and customer outcomes of my cohorts.
NatWestBranch (various roles)
Jan. 2012 - Dec. 2012
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