David Roberts

Highly respected financial services operations professional with extensive experience of leading teams, projects and people. Proven track record in leading cross functional teams in complex processes driving greater efficiencies, engagement, quality and
production.

Lead and coach team members in order to provide an excellent service to customers, ensuring that they take ownership of all aspects of customer complaints. Empower team members to identify improvement opportunities using observations and
experience to identify root causes of issues/complaints. Understand, motivate and challenge team performance where required
to ensure fair customer outcomes and maintain bank-wide standards. Own risk management ensuring adherence to FCA/bank policies and procedures. Monitoring of process key controls and review
in line with department surveillance and risk profile.
Implement and control daily/weekly capacity planning and analysis of data to understand type, frequency and variation in
demand and processes. Responsible for the monitoring and verification of multi-site quality checks, presenting this data daily to heads of site, providing
support for fellow team managers in all technical aspects of process.

Economic & Social History degree 2:1