Ann Thompson

I am a motivated and passionate individual, I work well within a team environment and can also be relied upon to work independently, I am passionate about helping people and like to encourage others to be the best they can through coaching, feedback and development plans. My previous role has allowed me to build strong remote management skills working with advisors across 10 different branches. I am focused and engaged and can be relied upon to achieve and exceed challenges faced.

The skills I have developed over the years have supported me to increase team efficiency in sales and service, create a wider focus on specific business areas to increase productivity whilst ensuring this is always done in the right way.

Baseline Supervisor/Area supervision Manager - Primis

(2024-05)

Responsible for 100 + Mortgage advisers

• Adviser 121's
• Adviser observations
• Ensuring the Company Training and Competency scheme is followed
• Writing Development plans to support the advisers
• Root causing to seek to understand

Compliance Manager - Mortgage Advice Bureau

(2021-12 - 2024-02)

Responsible for 100 Mortgage advisers

• Adviser 121's
• Adviser observations
• Ensuring the Company Training and Competency scheme is followed
• Supporting new projects
• Supporting advisers with unsuitable cases
• Writing Development plans to support the advisers
• Liaising with stake holders
• Root causing to seek to understand

Mortgage Consultant - Connells

(2021-05 - 2021-11)

• Ensuring clients leave with the right outcome.
• Ensuring policy and process are adhered to at all times.
• Keeping up to date with changes, CPD.
• Supporting the training to help drive sales forward.
• Meeting sales targets daily, weekly and monthly.

Quality Supervisor - Nationwide Building Society

(2014-10 - 2021-03)

• Supervising process and conduct risk in a heavily regulated sector to ensure fair outcomes.
• Leading and influencing a team of personal banking managers within a senior leadership role, remotely across several locations to provide an excellent customer service to meet customer needs while monitoring sales performance.
• Strong analytical skills to consistently review management information to identify gaps in performance and trends where individuals need further support.
• In a fast-moving sector, I was able to lead my team through various changes allowing my team to embrace the change and ensuring my team were motivated to move with the change to enhance customer experience.
• Continuously finding ways to improve my teams' efficiencies to maximise business outputs and deliver a better service to customers.
• Coaching through observations to enhance service, sales and behavioural skills to allow better interactions with other staff and customers.

Personal Banking Manager - Nationwide Building Society

(2013-04 - 2014-10)

• To help customers by opening banking products following a controlled process in a non-advice environment.
• Having an individual target to achieve on a monthly and quarterly basis through selling products.
• Established great team relationships to encourage referrers to book appointments to work towards sales targets.
• Providing excellent customer service to ensure repeat business and to protect the Nationwide brand.
• Referring customers to other key stakeholders to help with mortgage, investment and protection needs.

Branch Manager (Part Time) - Santander

(2012 - 2013)

Reporting to Area Manager. Responsible for driving standards of customer service, achieving sales targets and maximising security of risk and control within the branch. Managing a team of Customer Service Representatives, Personal Banking Advisers and Branch Controls Manager.

Branch Manager - Santander

(2010 - 2012)

Reporting to Area Manager. Role encompasses direct management of cashiering, banking and mortgage staff and overview management of Financial Advisor. Success in the role is largely dependent on ability to drive the business forward in terms of footfall utilisation, staff product knowledge and external pro-activity. Consistent achievement of sales bonus for the Sheffield Team.

Branch Manager - Alliance & Leicester

(2007 - 2010)

Reporting to the Area Manager. Role encompassed direct management of cashiering, banking and mortgage staff and overview management of Financial Advisor. Managed team integration from Alliance and Leicester to Santander. This involved retraining the team in new systems, helping the team to identify with and positively promote a new company brand and managing the HR related issues. No staff was lost in Chesterfield branch during the integration period.

Branch / Assistant Manager - River Island Clothing Ltd

(2001 - 2007)

Reporting to Area Manager. Responsible for driving standards of customer service, achieving sales targets.

Branch Manager - River Island Clothing Ltd - Burton upon Trent

(1999 - 2001)

Reporting to Area Manager. Responsible for driving standards of customer service, achieving sales targets.

Branch Manager - Pilot Clothing Company - Nottingham

(1998 - 1999)

Reporting to Area Manager. Responsible for driving standards of customer service, achieving sales targets.

Branch Manager - Dorothy Perkins Clothing

(1997 - 1998)

Reporting to Area Manager. Responsible for driving standards of customer service, achieving sales targets.

Assistant Store Manager - Superdrug - Aylesbury

(1996 - 1997)

Reporting to Branch Manager. Responsible for driving standards of customer service, achieving sales targets.

Department Manager - Beatties Department Store

(1990 - 1996)

Reporting to Branch Manager. Responsible for driving standards of customer service, achieving sales targets.

Certificate - Mortgage advice and Practice

O'Levels