Neil Brennan

Senior operational leader with 17+ years' experience across Financial Services, Risk & Recovery and Customer Financial Assistance. Proven track record of leading large, regulated operations, improving quality and customer outcomes, embedding robust governance, and delivering audit-ready control environments. Highly experienced in vulnerability, complaints handling and complex operational change.

Known for building psychologically safe, high-performing teams and driving sustainable performance improvement.

Team Manager — Operational Support at Lloyds Banking Group (2024-10 – 2026-01)

Responsible for the performance, governance and delivery of two Operational Support teams within a highly regulated environment. (30 FTE)

• Improved quality performance from below 70% to over 96% within 12 months through MI-led coaching, peer QA and structured routines.
• Owned vulnerable-customer debt derecognition averaging £300k per month, ensuring policy compliance and audit-ready documentation.
• Removed a mandatory third-party dependency, reducing cycle time, rework and enabling increased operational scope.
• Introduced issue and risk logs, assurance reviews and governance routines, achieving zero-error audit outcomes.

Team Manager — Customer Financial Assistance at Lloyds Banking Group (2019-03 – 2024-10)

Led Financial Care teams supporting customers in vulnerability, hardship and financial difficulty. (15 FTE)

• Managed teams ranging from 7–8 advisors through to trainee cohorts of 70–80 colleagues.
• Delivered 100% service levels consistently while improving average handling time through process redesign.
• Achieved over 85% first-time complaint resolution and strengthened vulnerability pathways and customer signposting.
• Acted as subject matter expert for unsecured processes, handling escalations and improving right-first-time outcomes.

Rotational Team Manager at Lloyds Banking Group (2015-08 – 2019-02)

Provided rapid-response leadership across multiple operational areas during periods of change and absence. (15 FTE)

• Supported Fraud, Complaints, Disputes, Live Chat, Customer Services, Vulnerability, Education and PPI operations.
• Maintained operational stability, engagement and performance during transitions and transformation activity.

Risk & Recovery Operations at MBNA (2008-08 – 2015-08)

Managed customer portfolios from early arrears through to long-term hardship in a regulated environment.

Business / Process Improvement Manager at TDS Automotive (2000-01 – 2007-12)

GNVQ in Business Studies