In this role I provided vital support to management covering Sales and Service while dealing with customer requests and promoting services and products inline with PRA and FSA guidelines. I support management in assuring compliance to regulatory and policy controls for a multi-skilled team through call reviewing, branch liaison and take reasonability for managing my work load with additional support roles for stake holders and the site, including system access reviewer and technical verification.I effectively manage process change within the team and make sure account opening and KYC are complaint with AML requirements. I mainly lead the training programmes for new starts due to my success in pervious training roles and the vast growth within the department

I supported team leaders and directly managed a number of teams, organising and overseeing the day to day running with structure towards long term goals. I ensured the staff met all targets including proactive sales leads, service and regulatory requirements. Along with reviewing and analysing feedback from colleagues, customers and stakeholders to identify improvements and risk mitigation, I dealt with complaints and complex queries in accordance with Financial Ombudsman regulations. I have led inductions; training and disciplinary meeting ensuring staff was dealt with in a caring and compassionate way while continuing to achieve bank objectives and processes followed in accordance to regulations.

This was a new department so my role involved building a versatile and robust training programme that was able to adapt to changes through feedback and report analysis. By creating relatable training material, selecting suitable members for a training team, scheduling and constant review from peers and inductees the training frame is still being current used and I still consult on changes when requested.