Philip Jubb

An accomplished Operations/Business Manager with extensive experience working in the financial services sector. A comprehensive understanding of the financial industry and how to build and grow high performing operational teams and execute the effective planning and delivery of large scale change programmes through cross-functional teams. A self-motivated individual with excellent interpersonal skills, possessing a driven and focused approach with an established record of consistently achieving high results.

A leader who always remains focused on ensuring costs, quality and efficiency are maximised through process improvements and staff engagement. Passionate about ensuring only the highest levels of customer service are delivered. Possesses a strong belief that the right coaching and leadership maximises both staff and customer satisfaction.

Customer Operations Manager (Fixed Term Contract) at Newcastle Building Society

Lead, inspire and influence up to 7 Team Managers and c80 Front Line Colleagues to deliver best in class customer service.

• Worked for Newcastle Strategic Solutions, a subsidiary of Newcastle Building Society. Operating as the Society’s savings and management offshoot which offers outsourced customer service and digital savings platforms to various UK banks. Skilled in client relationship management
• Responsible for the effective day to day management of the Customer Service Centre.
• Strong understanding of consumer duty regulation and ensuring vulnerable customers are provided with tailored support for their needs whilst ensuring clients are compliant with FCA regulations
• Project management support to help drive operational change, either regulatory or to proactively improve customer and/or employee journey.
• Key contributor in developing a great place to work, ensuring team engagement by providing consistent and great colleague experiences through Employee Net Promoter Score results
• Regular coaching to drive motivation and ensure key KPIs are met, fostering a culture of high performance.
• Work with operational support areas such as Complaints, Risk and Quality Assurance, implementing plans to improve service provided to customers and protect our clients
• Deliver a continuous improvement culture, where opportunities to improve are identified and implemented within the operational teams.

Business Manager at Santander UK

Lead, inspire and influence 8 Team Managers and c100 Front Line Colleagues to deliver a best in class financial care service to our customers, specifically vulnerable customers.

• Daily, weekly and monthly reviews of key business metrics including Net Promoter Scores, Quality Control Audits, Efficiencies and Complaint volumes.
• Vulnerable customer case reviews to celebrate success and consider opportunities to improve
• Regular coaching observations and coaching sessions to drive motivation and ensure key KPIs are met.
• Plan and prioritise activity within team and across business area to meet customer telephony demand.
• Project management support to help drive change, either regulatory or to proactively improve customer and/or employee journey.
• Continued commitment to embed a strong people culture that defines overall standards, people development and an engaging working environment.
• Provide guidance for and chair formal HR hearings while building strong relationships with the HR team and Unions.
• Subject matter expert for Santander’s personal banking, credit card and unsecured personal loans arrears portfolios. This includes working with operational support functions and other business areas, building solid, cross-functional relationships with key stakeholders.

• Certificate in Debt Collection from the London Institute of Banking & Finance, 2016
• Certificate in Developing Leaders of the future, 2020
• Completion of the Operational Capability Programme led by third party company Go Beyond, 2021
• Tyne Metropolitan Colleague, Newcastle Upon Tyne, Tyne and Wear (1998-2000)

NVQ in Information Technology