Sadie O'Hare

A highly disciplined and self-motivated Compliance and Operational professional with over 20 years of experience within Lloyds Banking Group and the mortgage sector. Expert in navigating the FCA Compliance Framework, including Consumer Duty, conducting rigorous risk assessments, and managing end-to-end mortgage and protection cases. Proven track record in Compliance and Quality Assurance, root cause analysis, and office administration, ensuring 100% accuracy in regulatory reporting and audit readiness.

A collaborative leader who combines technical proficiency with a "5-star" service approach to support advisors, manage stakeholders, and drive operational excellence.

Mortgage Success Coordinator at Number One Mortgages (2025-01 – Present)

• Managed the full lifecycle of mortgage and protection applications, ensuring strict adherence to timelines and regulatory standards.
• Conducted comprehensive market and lender research to prepare Mortgage Advisors for client consultations.
• Liaised between clients, lenders, and solicitors to resolve delays and facilitate a seamless journey to homeownership.
• Maintained 100% accuracy in case management records using advanced financial software and mortgage systems.

Compliance & Quality Assurance Specialist at Lloyds Banking Group (2017-01 – 2025-01)

• Monitored interactions across systems to ensure compliance with FCA regulations and fair customer outcomes.
• Identified root causes of regulatory breaches and delivered practical training and coaching to colleagues to drive improvement.
• Designed a streamlined testing toolkit that reduced quality checking time while maintaining 100% accuracy.
• Managed complaint resolutions and outcome testing, ensuring alignment with internal policies and external legal requirements.

Supplier Compliance & Quality Assurance Specialist at Lloyds Banking Group (2014-01 – 2017-01)

• Conducted regular audits and performance reviews of third-party suppliers to ensure compliance with FCA-regulated standards.
• Collaborated with internal stakeholders to implement corrective actions and lead team calibrations.

Team Leader at Lloyds Banking Group (2009-01 – 2014-01)

• Led a performance-driven team of 20, managing HR administration, coaching, and operational delivery.
• Significantly decreased compliance breaches prior to formal FCA visits through proactive monitoring and relationship building.
• Travelled to Manila to lead launch training for offshore operations, focusing on performance management and cultural awareness.

Earlier Roles in Customer Financial Assistance at Lloyds Banking Group (2003-01 – 2009-01)

• Supported customers in financial difficulty across collections and recoveries within a strictly regulated environment.

-Levels & GCSEs: 3 A-Levels (inc. Sociology & Psychology) and 10 GCSEs (inc. Maths &

English) – Hove Park School.

● Lean Accreditation: Certified in Lean thinking and operational excellence (Cardiff Business

School).

● Duke of Edinburgh Gold Award: Leadership, business skills, and project management.

● Skillsoft Certifications: Getting to the Root of a Problem, Effective Team

Communications,Embracing Change at Work, and Modern Data Management.