Cirstie Newton CXAD DIP

· Responsible for 70 FTE

· Led the successful launch of a transformation program aimed at enhancing client satisfaction and operational efficiency. Using customer research & data, streamline processes to deliver a seamless experience.

· Introduced a governance structure to improve cross collaboration, communication and working together.

· Redesigned the quality assurance framework to prioritise client outcomes, ensuring full alignment with UK Consumer Duty regulations

· Influential leadership ensuring all managers are aligned and working towards one common goal, supporting the delivery of Payplan 2025 business strategy.

· Achieved a record-breaking delivery of IVAs to clients in a single month — the highest volume since 2013.

· Improved Employee satisfaction engagement metrics within 8 weeks.

· Responsibilities in 7 Countries across Europe.

· Owner of bank-wide Complaints.

· Agile working methods, creating scalable, customer centric, and efficient process improvements across Operations.

· Operational audit lead ensuring compliance with local regulation and jurisdiction.

· Delivered digital transformation implementing efficient and sustainable output solutions.

· Delivered an “Alignment of Definition” strategy increasing Scandinavian complaints registration by 36%.

· Ensured compliance and best practice to satisfy UK FCA Consumer Duty requirements.

· Supplier Relationship Manager for the Banks Complaints Management system used Globally.

· £90,000 cost saving achieved in 2024 by creating collateral libraries and mapping customer journeys

· Responsible for 3 key areas including Complaints, Section 75 Claims, and Operations Services.

· 40+ FTE with 3 direct reporting lines.

· Improved operational efficiency by streamlining processes and implementing strategic plans.

· Collaborated with Learning & Development to design and execute long-term training strategy enhancing quality-related service levels, consistently achieving over 93%.

· Reduced overhead costs through efficient resource allocation and budget management.

· Interviewed by the FCA as part of a Section 166 review of the UK Business.

· Owner of key operational metrics including quality, efficiency, compliance and more.

· Instrumental lead in the Outsourcing of UK Customer Services in 2023, providing performance data, mapping process ownership, created risk & control frameworks, reported progress updates to the UK Country Manager and responsible for the relationship with the new Service Provider.

· Relationship and Agreement owner to multi-million-pound BPO Outsourcing arrangements.

· Recognized as the bank’s specialist in operational outsourcing, leading the initial implementation, go-live planning, and execution to ensure seamless service transition and long-term operational stability.

· Responsible for supplier governance and adherence to the Banks Supplier Management Framework.

· Skilled in optimizing end-to-end strategies that drive positive customer outcomes, reduce arrears, and support regulatory compliance.

· Successfully delivered a critical system integration project with the bank’s Early Collections supplier.

· Regular due diligence including the facilitation of frequent commercial and performance reviews.

· Delivered multiple improvement initiatives and led strategic, regulatory change.