People development strategies

designed, managed and delivered a 6 month transformation programme to create an operational training function aligned to a new business model, within a merged contact centre banking organisation. Successfully delivered: new processes and procedures, changes to accountability and engagement, up-skill of 30 business focused trainers and a net saving of £1.7 million pa.

Change and transformation management

Key Stakeholder in the design and delivery of transformation techniques across the operational contact centre banking business. Responsible for delivering transformation technique workshops to senior managers and facilitating business problem sessions. Facilitated a programme that delivered an increase in contact centre resource recruitment by 400% to meet the challenges of the business.

People assessment facilitation

designed and facilitated an intense 3 day selection centre for a major motor sports producer to identify support crew for the 2007 Dakar Rally. This process successfully provided the selection of 10 candidates from 250 applicants, their team building and ongoing development programme.

Regulatory risk management

designed and delivered a risk model and supervision structure for a large mortgage provider to meet with the requirements of its new parent organisation and its regulators. This project created new processes, procedures and people development that managed the regulatory risk of the business and reduced the down time of mortgage arrangers by 10%.

Programme management

successfully managed a portfolio of projects over 15 months, to integrate the back office and sales functions of a high street bank and newly acquired life office. These projects successfully delivered an initial saving of £4.3 million and an increase in combined sales of £2.8 million p.a.

Sales process re design

Project Managed a 3 month initiative to deliver a regulated telephone sales process to support a national roll-out of telephone business banking centres. This project delivered revised systems, processes and people development to support the successful roll out of 40 Business Centre Financial Advisers.