Learning and Development Consultant
Halifax Bank of Scotland
4/2006 – Present
Learning and Development Consultant – Retail HR Department Halifax Bank of Scotland Based in Leeds/Delivery Nationwide
Workshop design, delivery and stakeholder management.
·Myers Briggs Type Indicators personality profile qualification gained
·Situational Leadership II Accredited
·Accredited HBOS-University Facilitator
·£30000 saved for Retail IT department by running MBTI feedback sessions for their high performers as a result of my consultancy skills
·Certificate in Training Practice qualification (Merit) obtained July 2007.
·12 month secondment turned into a permanent promotion in 6 weeks
·Organised plan to remove 4 week backlogs in LD support department in 24 hours – successfully brought team back inside SLA by coordinating team wide effort.
·Nominated for "Ultimate" December 2007– The HBOS recognition scheme – the ultimate reward being a trip to a Sardinian resort.
·Managing4success – 2 day leadership workshop for new to role managers, irrespective of level of colleague
·Introduction to Leadership – 2 day workshop
·Leading with Impact
·Influencing with Integrity
·Coaching for High Performance – 2 Day coaching workshop
·Managing Performance and Development
·Effective HR Discussions
11/2005 – 4/2006
Team Manager Savings department HBOS Leeds Contact Centre
·Coached part time student team to top of department league table for sales and service
·Requested by department manager to leadnew student team pilot
7/2004 – 11/2005Development Partner, Halifax Bank of Scotland Leeds Contact Centre Key Achievements
·Designed and built the “4 week plan” used to structure development centres for new recruits to HBoS.
·Achieved highest and second highest ever customer satisfaction survey score for Development Centres – 92.5% and 91.4%. These results are generated by the Development Centre colleagues giving marks out of 10 for 10 separate functions carried out in the Centre.
·Designed, built and rolled out a brand new development opportunity for colleagues to work towards the Development Partner Role
·Developed a new training session to bring out communication styles to improve quality of Development Centres – great feedback received, and quality of the DP centre “experience” improved.
·Nominated for “Simply the Best” rewards scheme by my line manager.
·“Exceed” ratings for all quality sampling carried out by my line manager.
1/2004 – 6/2004Team Leader, Bank Account, Halifax Bank of Scotland Leeds Contact Centre Key Achievements
·Coached 3 team members to become team leaders within 2 months of starting with the company
1/2000 – 12/2003
Team Leader, New Business, Global Home Loans Leeds Contact Centre.Role Profile: Coaching, motivating and developing a team of 17 Home Finance Specialists. Process management and delivering to Service Levels.
·Reduced average call handling time on the team from 600 seconds to 300 in 3 quarters. This reduced the number of agents needed to take calls by half, saving the business £150K per annum
·Achieved a 33% increase in the number of cases assessed per day per team member, again reducing the amount of staff required on the team via a 33% increase in productivity.
·Delivered a process change that increased department processing capacity by 33%. This made processing quicker and cheaper and saving the business £150K per annum.
·Service Levels hit but not exceeded for 9 months consecutively, which had never been achieved previously on the team.
·Process Redesign: Changed the format of my team to increase productivity and improve customer service
·People Development: Coached two members of my team to the highest marks on assessment days for the team leader role.
2/1993 - 1/2000
Home Finance Specialist, New Business, Barclays Leeds Contact Centre.
Role Profile: Generic role, with arrears and underwriting experience, involving debt recovery and negotiation of repayment schedules, and sanctioning and underwriting mortgages.
·Training and Presentations: Wrote and delivered a training package to Barclays South East Region to reduce the number of badly packaged cases received on Underwriting. Achieved a 15% reduction in badly packaged figures, thus reducing cost per application to process.
·Premier Underwriting: Specifically recruited to Barclays Premier Sanctioning Team. Earned a £500K sanctioning mandate, one of only 6 staff out of 200 to hold that level.
·Seconded to the External Risk Management Team to carry out role of Lending Manager, supervising and coaching the Premier Sanctioning Team
9/1984 - 2/1993
Various roles within Barclays Branch Network, including Securities Clerk, Lending Assistant, Sales, First Cashier and Regular Payments. Supervisory skills gained during First Cashier role at Halifax Branch, supervising a counter staff of 15. Succeed or better rating in every performance appraisal