Claire Price
Blackwood,Caerphilly County Borough
Summary
A successful management professional with experience in managing multi-site operations and leading and building high performing teams. Accomplished at developing and implementing business strategies that deliver measurable performance outcomes and customer satisfaction. Ready to bring transformative impact to the role of Head of Branch Network.
Overview
25
25
years of professional experience
Work History
Regional Manager
Principality Building Society
08.2014 - 11.2024
- Company Overview: UK's 6th largest Building Society with a savings balance sheet of 10 billion and a mortgage balance sheet of 10.1 billion
- Leading a team of 175+ FTE across 28 branches and 6 agencies
- Achieved overall business objectives to include savings growth of 4.3% (253 Million) in 2023 with a portfolio of 6.7 billion and 7.9% (531 Million) growth for the 10 months of 2024
- Successful by development, implementation and embedding of retail strategy, performance objectives and analysis and monitoring of Key Performance Indicators to identify improvements
- Attained a colleague engagement score of 9.7 for my direct reports and 9 for my wider team, by creating an environment where all employees feel recognised, empowered and connected to their work and company ambitions
- Fundamentally changed the work activity being completed in the branch network through understanding demand and capacity and redesigning of the branch operating model
- Implemented through successful change management activities for minimal resistance and maximum benefit
- Instigated and delivered a Pathway to Excellence onboarding programme by conducting a needs assessment and defining learning objectives and outcomes
- Working with stakeholders and SMEs on content development and training format before further refinement after testing and before full implementation
- Net Promoter Score of 90 in 2023 for branch network, in part because of embedding new technology and software solutions to enable all customers to secure an immediate face to face savings appointment
- Created a Good Practice Guide document that outlined recommended practices and processes to support standardisation and consistency, empowerment, better decision making and increased quality and good customer outcomes
- Supports optimisation of product offerings as a member of the Societies Savings Trading team, identifying gaps in the savings product portfolio
- To support our ambition of being a paperless Society, I created an initiative to trial providing new customers with electronic welcome packs to reduce paper, print costs and carbon emissions
- A member of the Society's Operational Incident Management Team, helping to identify, manage and resolve incidents that disrupt normal business operations
- Supported a recently successful branch refurbishment program, working with key stakeholders to ensure careful planning, clear objectives and effective management throughout the process
- Effectively manages departmental salary and operational budgets
- UK's 6th largest Building Society with a savings balance sheet of 10 billion and a mortgage balance sheet of 10.1 billion
- Interim Manager of Distribution Oversight, leading a quality oversight team to foster a culture of quality across customer facing roles
- Routine testing of processes to ensure compliance with regulatory and internal processes
- Analysis of test data to identify trends and areas for improvement
- Prepared reports and communicated findings to management, to drive continuous improvement
- Interim Manager of Intermediaries Desk Based Business Development Managers, responsible for developing, managing and optimising broker networks for revenue growth and market penetration
- Led a team to building strong relationships with mortgage brokers to meet mortgage growth aspirations
- Provide strategic leadership and operational management to deliver a standout customer experience in line with the Society's risk appetite and within budget
- Fostered collaboration with underwriting team to ensure the broker received the best possible experience and fast application to offer turnaround times
Senior Branch Manager
01.2010 - 01.2014
- Managed all aspects of the flagship branch operations, including performance, customer service and colleague competency
- Managed operations of a busy city centre branch, overseeing a team of 12 employees
- Interpreted Society and Retail strategy and brought it to life so all branch colleagues understood how their role contributed to overall success
- Consistently delivered business deliverables and growth in key performance indicators by delivering expectations and agreed business objectives
- Ensured the needs of customers were met and we delivered good outcomes in a way the customer wanted to do business with us
- Consistently strived to identify new ideas to improve the customer end to end journey
- Actively involved in many projects as an SME to improve working practices
- Developed a team through inspirational leadership to the best they could be, identifying opportunities for development and personal growth
- Maintained competency of self and team using relevant T&C schemes
Various financial services roles
01.2000 - 01.2010
- Financial Planning Manager | Mortgages | Protection | Investments
- Mortgage Broker | Business Development | Account Manager | Mortgages
Education
BTEC National Diploma - Business and Finance
Crosskeys Tertiary College
5 GCSEs - A-C
Pontllanfraith Comprehensive School
Bachelor of Science - Forensic Science
University of South Wales
CardiffSkills
- Strategic planning
- Operational management
- Leadership excellence
- Culture setting
- Performance monitoring
- People Development
- Customer orientation
- Competitor analysis
- Knowledge of regulatory compliance
- Operational oversight
- Change implementation
- Stakeholder negotiations
- Continuous improvement
Custom
- Runner up for Inspirational Leader of the year, 12/31/22
- Runner up for Inspirational Leader of the year, 12/31/21
Affiliations
- Travelling | Golf | Running | Reading
Timeline
Regional Manager
Principality Building Society
08.2014 - 11.2024
Senior Branch Manager
01.2010 - 01.2014
Various financial services roles
01.2000 - 01.2010
BTEC National Diploma - Business and Finance
Crosskeys Tertiary College
5 GCSEs - A-C
Pontllanfraith Comprehensive School
Bachelor of Science - Forensic Science
University of South Wales
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