Customer Service Manager

Anne Hall

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Email: ************@*****.***

OBJECTIVE

A pivotal senior managerial role, preferably within consultancy, banking or financial services where I

can utilise my strategic business and financial management expertise and my experience in change

and transformation to make a real contribution to successful growth of the organisation by leading

initiatives to link business needs with client requirements.

PROFESSIONAL PROFILE

A professionally qualified Senior Finance Manager with extensive specialist strategic level operations

experience in financial services and particularly retail banking environments complemented by broad

management consultancy exposure in addressing business critical finance change management,

transformation and integration issues relating to BAU, through key skills in:

• • Strategy & Planning • Supplier Management

Business Improvement

• • Financial Business • Change & Transformation

Systems Implementation

Management Management

• • Influencing & • Leadership and

Client Relationship

Management Communication Motivation

SELECTED ACHIEVEMENTS

• Successfully mapped the customer journey of Retail Banking customers to ensure a

uniformed experience across all channels, including enhancement of product offerings,

achieving regulatory requirements and new client wins.

• Identified and successfully negotiated the off-shoring of elements of the contact centre

workload, including the establishment of service level agreements, cost management

programme and sales targets.

• Identified and introduced new reporting systems to ensure robust, consistent and timely

monthly reporting of key financial data for presentation to executive board by enhancing the

use of SAP. This included working day reporting to Group and working day 14 forecast of

month end position.

• Development the product profitability model to assist in the understanding of the life value

of each product offering.

• Played integral role in UK wide retail banking industry major transformation programme,

where scoped new business propositions and secured FSA agreement to changes, which

achieved £17m cost saving; partnered with executives from 11 major banks.

• Succeeded in the development and management of a portfolio of 300 clients, delivering

income 12% in excess of target, with controllable costs contained within budget and a client

satisfaction rating of 97%

• Advised Boards and executive management teams on practices and strategies designed

to meet their business strategies, including stakeholder management of the Digital

Transformation.

• Developed a team of 17 finance business partners, ensuring personal development via

coaching, mentoring and formal training programmes. Team based in several locations and

included transaction processing centre.

• Exceeded the required reduction in cost/income ratio by 12%, enabling additional

investment of £256m in the Retail Transformation Programme.

CAREER HISTORY

2011.2012 IBM

Managing Consultant

• Developed presentations and proposals in respect of 2 of the UK’s largest retail and

business banks regarding cost savings and business transformation, including the wider

use of digital banking to deliver a uniform client experience and improved customer service

and TOM refresh.

• Worked with the Global Client Partner on business development for one of the top 4 UK

banks. Developed propositions and bids, including the wider use of Oracle and SAP to

provide an improved customer service offering, regardless of the channel used. This

included mortgage products and Islamic banking options.

• Delivered a compliance remediation programme within RBS, as well as making

recommendations of improving use of existing and enhanced technology to remove human

intervention and errors.

• Prepared white papers in respect of major regulatory change impacting the Financial

Services market and the impact of the Retail Banking business and the interaction with

other areas of the banking business. Designed the regulatory change programme to

include all known regulatory change, mapped the required work streams and end users

benefits.

2007.2011 Anne Hall Interim Management

Business Improvement Consultant 2009-2011

• Appointed to rapid-growth construction business comprising of group of four companies,

with a combined turnover of £22m, to devise fit-for-purpose and scalable policies, systems

and practices

• Integral role in £4m turnover business purchase; led due diligence and business case

creation, raised acquisition funding; led subsequent integration activities and TUPE transfer

of 19 staff into new group.

• Amalgamated disparate employee agreements through consolidation of employment

contracts and harmonisation of company benefits. Obtain Investors in People status.

• Initiated new tendering processes aligned to revenue opportunity; coached management

team on bid preparation and presentation, improving contract win rates from 1:10 to 1:6

Integration Manager 2007-2008

• Retained on a one year contract to manage the integration of two diverse accounting

practices with a combined turnover of £2.3m

• Devised programme to support change, ensuring regulatory requirements met and no

adverse impact on clients

• Led outsourcing of bookkeeping, savings £430K per annum, implemented development

programme for displaced staff into proactive business development roles, which resulted in

growth of 35 major new clients.

1977.2007 Barclays Bank plc.

Head of Finance (Strategy and Planning) – UK Retail Bank, London based

2005-2007

• Managed £2.6bn cost base for the UK Retail Banking business and exceeded objective for

reduction in cost/income ratio by 12%, which resulted in additional investment of £256m in

Retail Transformation Programme.

• Renegotiated major supplier contracts, including innovative scalable tariffs to reflect

turnover changes, with projected savings potential of £52m

• Overhauled regular finance reporting and secured executive engagement to change, which

enabled utilisation of Group resources and reduction of Retail Finance function staff.

• Reviewed back office off-shoring opportunities, including impact on brand and customer

service delivery; achieved savings of £100m.

• Development of 5 year strategic plan, including cost management, income growth and

regulatory considerations, as well as the management of the Target Operating Model for

the Retail Bank.

Project Accountant – London based

2002-2005

• Integral role in UK-wide retail banking industry major transformation programme; scoped

new business propositions and secured FSA agreement to changes, which achieved £17m

cost saving; partnered with executives from 11 major banks.

• Created and introduced common practices on business case preparation, achieving

consistency of presentation and enabling rapid executive decision making, whilst also

negating the requirement for budget increase requests during in-life project, with typical

project investment circa £150m.

• Educated Project and Programme Managers in financial management via a structured

training programme and one to one coaching.

• Nominated by executive and received two gold awards in recognition of contributions.

• Delivered the Universal Banking project, including the wider use of third party suppliers and

digital banking facilities.

Quality Manager – London based

2001-2002

• Designed, implemented and maintained a quality assurance framework covering all areas

of project governance.

• Predetermined and maintained a resource matrix, which tracked utilisation of 75 changer

resources; identification of gaps in requirements and knowledge levels.

• RAIDs database established and used across individual projects and change programme

as a whole; produced a reporting system which provided timely and accurate management

information.

PREVIOUS CAREER ROLES

Account Manager – Premier Banking

• Recruited and managed a portfolio of 300 high net worth clients, providing tailor made

financial services.

• Developed the customer journey from Retail to premier Banking, ensuring excellence in

customer service.

Personal Sector Manager – Retail Banking

• Management of the Retail Banking business across 12 branches, 146 staff and a wide

geographical area to produce the required sales and customer satisfaction ratings.

Commercial Manager – Business Banking

Executive Assistant to the Regional Director

Selected for the Regional Accelerated Management Programme

EDUCATION

Associate of the Institute of Financial Services

ACCA Part-Qualified (due to complete 2014)

Prince 2 Practitioner

ONC in Business Studies

2 ‘A’ Levels and 11 ‘O’ levels

Continuous professional development undertaken, including:

• • Budget Control, • Financial Management of

IT Skills: MS Office, SAP,

Sage including SAP as financial projects

control tool

• • Grievance and • Leadership for Senior

Management and

development of teams performance management Management

PERSONAL

Married;

Interests: Enjoy horse-riding, including competing at events.

Cub Scout leader.

Attend a wide range of musical and theatre events.

Contact this candidate