Senior Training and Competency Leader | Risk and Controls Expert
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Experienced Training and Competency professional with a strong history of building trusted relationships across stakeholders to deliver effective framework outcomes. Leveraging internal and external networks and collaborative leadership style, I influence senior stakeholders, drive cross-functional engagement and support the delivery of customer-focused, regulatory, and operational priorities. Recognised for strong leadership with consistently high colleague engagement scores.
Senior risk and controls leader within HSBC UK with extensive experience across regulated and non-regulated Customer Channels, and operational risk management. Known for strengthening internal control environments, chairing governance forums, leading read-across and remediation to deliver a clear path to green and producing decision-ready MI and written papers for senior leaders. Communicate complex risk topics with clarity and impact, keeping customer outcomes at the centre of decisions.
Head of Training and Competency - HSBC UK - UK
(2022-01)
Currently lead the UK Training & Competency (T&C) Framework for c.1,600 regulated customer-facing colleagues across Wealth, Mortgages and first direct, with oversight of c.5,500 colleagues' T&C records held in TracSmart. Use MI and governance to monitor control effectiveness across Network and Contact Centre, identify emerging risks, and drive timely remediation. Realised a reduction in overdue T&C items, fewer breaches and a better closure rate of actions.
Senior Capability Framework and Programme Manager - HSBC UK - UK
(2019-01 - 2022-12)
Led the redesign and rollout of a regulatory training and competency frameworks across HSBC UK customer-facing teams, creating a sustainable approach that balanced commercial priorities with operational risk and regulatory obligations. Strengthened governance routines, controls and oversight, producing clear MI and senior-leader papers to surface key risks, issues and decisions. Simplified processes through cross-functional collaboration with business and control functions, and managed third-party vendors and delivery partners to deliver agreed outcomes.
Propositions Manager – Current Accounts - HSBC UK - UK
(2017-01 - 2019-12)
Managed UK current account propositions, embedding governance and regulatory change by owning governance inputs and cost projections, integrating risk and control considerations, implementing PSD2 into BAU processes across products and stakeholders, and overseeing third-party relationships including the Experian identification process. Delivered year-on-year growth in accounts opened, improving new-customer retention.
Business Review Team Manager – PBA Complaints - HSBC UK - Bristol, UK
(2016-01 - 2017-12)
Established and led a new Bristol complaints operation to manage increased volumes, mobilising the site end-to-end and recruiting, onboarding and developing a 20-person team while maintaining FCA response timelines and quality standards through robust controls, MI, governance and day-to-day oversight. Resulting in all SLA's being met and service pressure relief on PII complaints at a pivotal moment.
Investment Review Manager - HSBC UK - UK
(2014-01 - 2016-12)
Supported an FCA thematic review of investment and pension advice by completing retrospective customer risk reviews, identifying remediation and control improvements, and strengthening understanding of advice risks and customer impacts. Supporting the business achieve one of the largest scale remediation projects of its time.
Retail Branch Manager / Sales & Service Manager - HSBC UK - UK
(2012-01 - 2014-12)
Led regulated distribution frontline teams to deliver strong customer service and operational performance, ensuring compliance while coaching and developing colleagues. Delivering increased customer satisfaction across all branches I supported.
Dip CII (QCF Level 4) - Diploma in Regulated Financial Planning - Chartered Insurance Institute
Level 5 - Professionalism, Conduct and Ethics - London Institute of Banking & Finance
