Daniel Ruston

Worked on a remediation programme for a FTSE 100 insurance firm.

Responsible for analysing and determining the eligibility for redress.

Designed, developed and implemented new process and procedures including training loss adjusters, internal solicitors, data analysts and wider support teams.

Developed ongoing resource and performance trackers to provide senior stakeholders with a view of progress against key milestones and goals, as well as creating an awareness of resource requirements supporting the target operating model.

Responsible for requirements gathering and managing third party systems and vendor relationships, including robotics, claims management systems and Interactive Voice Response (IVR) telephony call flows and messages.

Supported the closure of the programme as well as developing step by step guides, processes and documentation to be used in the event of future adverse industry litigation.

• With extensive experience in simple and complex onboarding of business customers and strong understanding of Know Your Business (KYB) and Know Your Customer (KYC), I jumped at the opportunity of Product Owner, to disrupt the status quo and develop a market leading experience for Small and Medium Enterprises when opening a business account through a new digital onboarding journey
• As Product Owner, was responsible for developing a quicker, seamless, and easier customer experience for business customers looking to open and account, enabling some customers to open an account in as little as eight minutes
• Improved customer experience with one in five accounts opened same day, with over 50% opened within five days, an improvement on average time to open of 9 – 10 days
• Introduced a consistent and streamlined way of undertaking adverse media screening to ensure a more robust and consistent way of managing banks regulatory and commercial risk obligations
• Developed operational frameworks for onboarding of business customers, working closely with 1LOD and 2LOD across multiple disciplines to update the banks onboarding policy and procedures
• Authored numerous operational guides to ensure wider awareness of operating systems and third party solutions
• As well as delivering a quicker, seamless, and easier customer experience for business customers, remit was to ensure the bank were able to improve their capture of key information critical to ongoing Customer Due Diligence (CDD), ensure structures were understood (business owners Shareholders and Persons of Significant (PSCs)) and regulatory reporting was smooth, consistent and accurate
• Responsible for Implementing a decisioning model, to undertaken the appropriate Know Your Customer (KYC) and Customer Due Diligence (CDD) checks for Small and Medium Enterprise Business customers, and ensuring the rules and scorecard within the solution reflected the banks appetite and regulatory obligations when opening business account.
• Integrated biometric Identification and Verification (anti-impersonation) tool within the online onboarding journey for business customers
• Developed and implemented a new way of identifying what the business activity of the business, supporting Financial Crime and Regulatory reporting obligations
• Built up excellent working relationships with senior stakeholders through regular interactions, including Financial Crime, Product Management, Legal, Operations, Risk, project sponsors, as well as owning third party relationships with Experian, TransUnion and Hooyu within the project
• Prepared comprehensive written reports and commentaries on operating platform (Microsoft Dynamics) and integrated third party solutions (including Experian, TransUnion and Hooyu) for internal colleagues across the business
• Co-authored and personally delivered training material for colleagues in operational functions, including Account Opening, Application Fraud, Account, Opening Overview and Money Laundering Prevention, Detection and Prevention teams
• Training including spending time with various teams in the capacity of a Quality Assurance (QA) lead, ensuring colleagues followed appropriate guidance and support when reviewing applications.
• Oversaw entire product deployments from vision and creation to rollout and delivery.
• Negotiated with vendors and key suppliers on pricing, services and schedules
• Documented each step in product's design process for use in manuals.
• Analysed key aspects of business to evaluate factors driving results and summarised into presentations to support decisions and wider understanding of problem statements.
• Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.
• Part of the Financial Crime project team that devised and implemented a new KYC Risk Assessment model to comply with Financial Conduct Authority (FCA) requirements.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Led cross-functional teams to analyse and understand organisational-wide operational impacts and opportunities of technology changes.
• Supported leadership teams with reporting, analysis and business presentations to inform of progress and future strategies.
• Performed competitor bench-marking analysis to identify opportunities and potential product enhancements to enhance risk mitigation and improved customer experience
• Executed analysis of risks and identified risk mitigation strategies.
• Identified process inefficiencies through gap analysis and outlined sensible solutions.

• Established, developed and implemented the banks national deposit strategy, developing and managing a deposit portfolio of highly complex clients with credit balances in excess of £600m
• Supporting a wide range of businesses, from simple businesses and law firm clients’ accounts to more complex firms and structures, such as PLCs, pension schemes, trusts and investment firms
• Responsible for managing ongoing due diligence including conducting Know Your Customer (KYC), Anti-Money Laundering (AML) screening, Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) reviews for new and existing customers in accordance with the banks policy and procedures
• Ensuring ongoing due diligence to identify substantive changes to the customer profiles and ensuring appropriate due diligence is undertaken
• Worked alongside colleagues in liquidity to ensure the funds remain appropriate and attractive to the organisation throughout the lifespan of the relationship with the organisation
• Maintaining a deep understanding and technical knowledge of relevant products and services to provide the best solutions for clients, whilst ensuing the funds are attractive to the organisation to support funding requirements and protecting revenues for the bank
• Required to have an in-depth understanding of the organisations credit ratings by the rating agencies (Fitch, Moody’s and Standard & Poors) as well as an understanding of the banks funding position (Basel III)
• Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction.

• Managed a portfolio of c.100 business clients with turnovers between £1m and £35m p.a., supporting clients with their business lending, day-to-day running of accounts and general customer service to meet expectations
• Maintained portfolio with respect to lending, deposits, fee income and held responsibility for growth of all areas
• Certificate in Commercial Credit (CICC) issued through Moody´s Analytics to demonstrate appropriate understanding of credit risk assessment, decision making and loan structuring when supporting clients with their borrowing requirements
• Responsible for managing ongoing due diligence including conducting Know Your Customer (KYC), Anti-Money Laundering (AML) screening, Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) reviews for new and existing customers in accordance with banks policy and procedures
• Ensuring ongoing due diligence to identify substantive changes to customer profiles and ensuring appropriate due diligence is undertaken. Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfactory risk profile of clients.

• Responsible for generating new business and customer leads, whilst acting as a focal point for business development opportunities and contact within the business community
• The brief nature of the role was due to the ongoing restructures in the organisation at the time

• Responsible for managing a portfolio of c. 200 business customers with turnovers between £1m and £25m p.a., supporting clients with their business lending, day-to-day running of accounts and general customer service to meet expectations.
• Responsible for managing ongoing due diligence including conducting Know Your Customer (KYC), Anti-Money Laundering (AML) screening, Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) reviews for new and existing customers in accordance with the banks policy and procedures
• Certificate in Commercial Credit (CICC) issued through Moody´s Analytics to demonstrate appropriate understanding of credit risk assessment, decision making and loan structuring when supporting clients with their borrowing requirements
• The brief nature of the role was due to the ongoing restructures in the organisation at the time.

• Responsible for the development and management of the Asset Finance client base and book within East Yorkshire, South Yorkshire and Lincolnshire
• The role involved growing the income and portfolio with quality assets, ensuring an appropriate return for the organisation
• Ensuring documentation was accurate and suitable was critical in the role, ensuring finance and lease applications conform to the banks and wider industry requirements as well as ensuring assets exist and maintained with regular inspections
• Responsible for managing ongoing due diligence including conducting Know Your Customer (KYC), Anti-Money Laundering (AML) screening, Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) reviews for new and existing customers in accordance with the banks policy and procedures
• Promoted new business and expanded firm's professional network through attendance and participation in community, government and industry events.

• Working alongside the Partner – Business Banking, the role included a ride range of activities such as financial analysis, client reviews and assisting with financial proposals
• Built up excellent relationships with the clients and prospects
• Ensuring the documentation issued to customers reflecting the banks offer of facilities was critical in the role, ensuring the facility letters conform to the banks and wider industry requirements
• Responsible for managing ongoing due diligence within the portfolio of clients (c. 200) including conducting Know Your Customer (KYC), Anti-Money Laundering (AML) screening, Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) reviews for new and existing customers in accordance with the banks policy and procedures
• Ensuring ongoing due diligence to identify substantive changes to the customer profiles and ensuring appropriate due diligence is undertaken.

• Working within bank branch network, supported personal customers with their day to day banking requirements
• Role included supporting customers opening accounts, undertaking appropriate Know Your Customer (KYC) and Anti-Money Laundering (AML) screening, completing lending credit assessments for personal loans and credit cards, customer understands their rights and obligations and ensuring documentation confirms to Consumer Credit Act (CCA)
• Obtained appropriate certification to support customers with Consumer Credit Act (CCA) products.