GoodShape

Head of Customer Onboarding

Alcumus

Head of Client Onboarding

Client Mobilisation Manager

Seeking New Opportunities

Post redundancy, undertook a period of leave to enhance professional skills, gained accreditation in Prince 2, Agile PM and MS Project. I am a successful professional with a unique skillset in staff leadership, customer service, implementation and customer on boarding. 

An engaging, transformational leader who brings balance by understanding the needs of the business whilst keeping the client's view, needs and aspirations at the core of the desired objective.

Along with strong leadership, I have the ability to analyse services, recommend change and implement improvements, and have experience of leading numerous projects from inception to completion, all within time and agreed budgets. 

I am able to keep a level head at all times, evaluate opportunities and risks and also deliver innovative new solutions to challenges.

Post redundancy, undertook a period of leave to enhance professional skills, gained accreditation in Prince 2, Agile PM and MS Project

Implementation Manager / Customer Service Manager / Service Delivery / Project & Change Management

Santander UK

Key Responsibilities:

● Managed the project of new corporate customer on-boarding and implementation of services, including; Account Opening, Online Banking, BACs and Cash Handling

● Enhanced customer journey and expectations by liaising with clients to discuss and agree a robust implementation plan, whilst ensuring a seamless on-boarding experience

● Oversaw the delivery of services and facilities within agreed timelines, provided on-going support for an agreed period of time including the facilitation of training

● Due to commitment and achievements, Managed numerous projects, process improvements and change initiatives; monitored all project deliverables including timing, scope and budgets to mitigate any risks Projects included:

● a high profile national project consolidation of improvements, changes and learns resulting from several account-opening projects

● Facilitated one of a kind training across the Relationship Management team by conducing 1-2-1 and group workshops. This was recognised for delivering improvements of “right first time” within a month of conducting training. Received executive board recognition for delivering cost savings, resourcing, efficiency and reputation to external network

● Whilst serving as Project Manager, held responsibility for all key stakeholder management with Senior and Middle Management, utilised negotiation and influencing skills to gather client requirements and gained project/idea buy in from senior members of the team

● Provided expert support to the Regional Director in the absence of Deputy Regional Director

● Personally selected to complete the “Accelerating You” programme which was a programme to support employees believed to have the potential to reach Senior/Board level leadership

● Acted as Member of the Divisional People Board, Customer Service Champion, AML Champion, Health & Safety Representative and Digital Ambassador

Client Implementation Manager

Key Responsibilities:

● Managed a successful branch by driving the team to maximise revenue and KPI targets set by the business

● Monitored financial controls and compliance with statutory legislations

● Accountable for the recruitment, management and training of employees, maximised productivity through ongoing performance monitoring and review, promoted a culture of staff motivation and retention

● Championed succession planning by empowering the team to develop and have opportunities

● Executed HR policies including sickness/absence monitoring and reduction; conducted staff 1-2-1s and appraisals, implemented performance improvement plans to enhance staff productivity

● Ensured the branch was compliant with FSA guidelines, policies and procedures by completing monthly audits

● Held regular meetings with Service and Control Manager to mitigate any risks, whilst ensuring the counter was performing to maximise opportunities to support customers

● Achieved recognition from the Performance Director and performance with the coaching team, selected to undertake temporary secondments as the Divisional Coach to assist with the roll out of new training programmes

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