Robert Athey

Adaptable people leader with extensive experience in regulated financial services. Builds high-performing teams, drives change and delivers customer-focused outcomes. Data-driven and results-oriented, maintaining service performance whilst leading transformation. Trusted advisor to leadership and experienced in coaching at all levels.

Performance Reporting Manager – Consumer Relationships at Lloyds Banking Group (2021-12 – 2026-05)

Led remote teams, delivering strategic and operational insight across Customer Financial Assistance, Financial Wellbeing Platform and Fraud, meeting competing deadlines.

• Agile Delivery - designed and implemented automated reporting incorporating Power BI solutions, reducing manual effort by 48%, improving efficiency.
• Managed performance across remote teams, increasing staff retention and accelerating individual progression, with 40% of team members promoted or upskilled within 18 months.
• Drove daily and weekly performance management, proactively identifying risks and implementing corrective actions to maintain KPI delivery.
• Translated strategic KPIs into clear, actionable team goals, aligning day-to-day activity with business objectives and improving execution.
• Built and strengthened strategic business partnerships with key stakeholders, influencing decision-making and driving collaboration across functions to enhance service delivery, improve quality and deliver consistent business outcomes.

Risk & Control Manager - Consumer Relationships at Lloyds Banking Group (2020-10 – 2021-11)

Managed cross-functional teams to achieve key objectives and deliverables, supporting customers in financial difficulty.

• Designed and implemented governance procedures, improving compliance, strengthening controls and reducing operational risk across the business.
• Developed and implemented a policy framework dealing with issues arising within the cohort of vulnerable customers.

Wealth Risk Manager - Insurance and Wealth at Lloyds Banking Group (2017-09 – 2020-09)

Led five multisite teams, embedding new outcome testing standards and risk oversight.

• Presented recommendations to senior leadership, securing approval and enabling effective implementation.
• Managed performance KPIs across hybrid and remote teams, ensuring monthly delivery.
• Coached and developed colleagues within Financial Services and Open University programmes, driving personal growth and progression outcomes.

Risk Manager - Bancassurance and Mortgages at Lloyds Banking Group (2011-10 – 2017-08)

• Led control testing and outcome verification, identifying risks and issues and strengthening governance and procedures.
• Provided clear empirical information to senior stakeholders, including recommendations.
• Built strong multi-site teams through engagement forums and coaching.
• Managed performance KPIs across hybrid and remote teams, ensuring monthly delivery.
• Trained and signed off 20 contractors for a regulatory review.

File Verification and Outcome Tester - Bancassurance at Lloyds Banking Group (1996-06 – 2011-09)

Delivered file verification and outcome testing, risk reviews, Financial Ombudsman Service (FOS) complaint support and rectification activity.

• Produced insight and root cause analysis to support a major change program.

Senior Administrator – Policy Administration at Homeowners Friendly Society (1992-09 – 1996-05)

• Serviced customers full and partial surrender instructions, from request to payment.
• Responded to customers queries, by telephone and letter, regarding current valuations.
• Multi skilled in Whole of Life plans, Endowments and Children's Regular Savings Plans.

Certified Scrum Master – Scrum Alliance (2026)

Certificate in Mortgage Advice and Practice in CeMAP (2016)

RDR Level 4 Diploma in Financial Services (2012)

Advanced Financial Planning Certificate in JO7 – Supervision in a Regulated Environment (2007)

Full Financial Planning Certificate in FPC 1, 2, 3 (2000)

5 GCSEs