Executive Director - Head of Wealth Operations
Coutts & Company (part of National Westminister Bank Limited)
Total years of experience :19 years, 8 Months
Leading the Wealth Ops team focused on service delivery across a complex portfolio of private banking and lending products to over 100k personal and business clients with P&L responsibility.
• Successfully developed new Wealth Operations strategy and currently running change programme to enable the bank to achieve long-term service, growth, and cost outcomes.
• Day to day management of 120 operations professionals working on complex processes including account opening / switching, cards fulfilment, online banking support, credit / mortgage processing and charged securities.
• Monitoring controls to avoid any potential revenue and reputational loss to the organization.
• Exceeding key SLAs and KPIs whilst enabling a £1mn p.a. cost reduction since taking over role.
• Executive Data Owner for the Wealth businesses and the Senior Responsible Owner (SRO) for Data Management programme.
Drove the banks transformation agenda and supported the Wealth Exco to define strategy, objectives & key results (OKRs), and business case to enable the bank to achieve its goals.
- Led the shaping, budgeting, and mobilization of key change programmes to support the operationalization of the strategy including portfolio definition and prioritization.
- Set-up and ran central strategic programme office (PMO) to activate the 2023-2023 Wealth strategy.
- Led a large team of project managers and business analysts with responsibility to deliver key initiatives; ensuring all governance, risk, finances, and resources were managed.
- Key initiatives delivered include:
o Successfully led the end-to-end business and agile tech delivery (as Chief Product Owner and Senior Responsible Owner) of a new digital banking, lending and investments proposition focused on the “Young Professionals” segment.
o Assembled and led a cross-functional agile team as a response to market pressures on deposit balances. Delivered a comprehensive plan of pricing, digital journey improvements and data-driven marketing and engagement campaign initiatives leading to £4bn increase in deposit balances during 2023.
o Led an agile contact centre service improvement project with process, resource management and tech improvements leading to service levels improving from 16% to 84% and NPS increasing from +3 to +41.
Worked as a Programme Director in the Wealth Chief Digital & Information Office focused on strategic and enterprise change.
- Responsible for shaping, budgeting, and delivering key initiatives including leading strategic design i.e. target operating model and blueprint definition, business case development, portfolio definition and prioritization.
- Delivered complex projects in line with agreed timelines, business goals (OKRs) and risk and governance standards.
- Ensured programmes/projects were delivered in accordance with agreed quality, budgets, policies, and architectural guidelines.
- Managed a large team of Project Managers, Business Analysts and PMO staff.
- Delivered several successful programmes including:
o Development and operationalization of the Private Bank’s 2018-2023 strategy including the financial benefits case and transformation roadmap.
o Transformation of Coutts & Co middle-office from a Product / Service to a client journey structure including the redesign of the top 10 client journeys.
o Design, discovery, and programme initiation of the private bank’s next generation CRM programme.
o AI enabled Conversation Analytics to introduce automated transcription, summarization, and analysis (sentiment analysis, next best actions etc.) across face to face and telephony.
Worked as a Senior Manager within the Operational Transaction Services practice with a focus on strategic transformation. Selected programmes include:
- Takeda Pharmaceuticals: Led the definition, master planning and mobilization of the Europe & Canada business unit Strategy Refresh programme.
- Leo Pharmaceuticals: Led the definition Global Analytics Strategy and Operating Model design.
- Takeda Pharmaceuticals: Successfully delivered £45mn digital transformation (Veeva / Salesforce) programme across 30 countries with an estimated cost and revenue benefit delivery of £40mn p.a.
- Nortel Networks: Interim CIO responsible for the (i) carve-out of EMEA BU from the global business and (ii) comprehensive IT transformation programme including app, data centre and infrastructure rationalization leading to a £2mn p.a. on cost reduction.
- Premier Foods: Successfully delivered an IT carve-out plan aimed at separating their Hovis baking and milling businesses including the new IT Operating Model, financial statements, and business case.
- Wm Morrisons Supermarkets: Prepared operational and IT due diligence report to assess the feasibility Morrisons acquiring sales / distribution operations and fulfilment services from Ocado to accelerate the launch of their online grocery retailing proposition.
Delivered several large business, commercial and digital transformation programmes. Selected projects include.
- Wm Morrison Supermarkets: Successfully led programme to transform the IT function to support new online grocery retailing capabilities powered by IBM WebSphere, Oracle Fusion and Salesforce with main deliverables including a Digital/CRM strategy, org redesign, service transformation and outsourcing programme for non-core services.
- Direct Line Group: Successfully managed the programme initiation and design phase of £30mn digital transformation (eTrading & CRM) programme.
- Orange FT Group: Successfully delivered an eBusiness process improvement project spanning 8 European markets (including UK, Spain, Switzerland, Belgium, and Poland) identifying and implementing online sales strategy and improvement initiatives which achieved a top-line revenue growth improvement of €15+mn p.a.
- NatWest Bank: Successfully planned and managed the delivery of a £10mn mandatory change across the UK&I Retail banking business to launch a new annual summary statement of fees and charges to more than 13mn customers.
- RBS Group: Successfully set-up and ran strategic PMO for a business-critical change programme to deliver property exit of 18 sites across the UK & Ireland along with an accompanying voluntary redundancy programme.
- Completed world-leading P&G sales and marketing graduate scheme.
- Managed P&G Professional in Southwest UK across the food service and janitorial delivered wholesale sector as a graduate - grew £3mn portfolio by 9% in 16 months.
- Promoted to lead the P&G Professional portfolio in the Cash & Carry segment i.e. Booker, Costco, Bestway etc. - grew the £15 million category by 20% in tenure.
- Led joint P&G and Booker team to deliver a ‘Category Reinvention Programme’ using data-driven segment, channel, promotional, ranging and pricing strategies.
- Developed expertise in data-led trade & shopper marketing.
Natwest Climate Transformation Programme
MBA from Top 20 European Business School according to the Financial Times Top 100 MBA Programs Upper 2nd Class Honors
Graduated SummaCum Laude. MBA degree with a focus on Information Technology and Telecommunications.
Bachelors degree from Bahria Instititute of Management and Computer Sciences. Graduated with a MagnaCum Laude distinction.
