Emma Haines
Birmingham
Summary
Dynamic and results-driven professional with expertise in leadership excellence, sales target achievement, and stakeholder management techniques. Demonstrates exceptional skills in effective training, change leadership capability, and customer service, fostering team building and coaching to drive organisational success. Adept at problem-solving, communication, and public speaking while remaining calm under pressure to deliver impactful solutions. Committed to leveraging leadership capabilities to achieve strategic goals and enhance operational performance.
Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Overview
12
12
years of professional experience
Work History
Relationship Growth Coach
Lloyd's Bank
Birmingham
05.2024 - Current
- Collaborated with other coaches for exchange of ideas and methods. Resulting in over 90 members of staff enhancing verbal communication skills and leadership enhancements
- Tailored training methods according to individual capabilities, ensuring optimised learning outcomes for each individual.
- Conducted performance evaluations regularly with a team of 15, providing constructive feedback for continuous improvement.
- Improved team dynamics by demonstrating leadership in coaching sessions spending 70% of my time coaching.
- Facilitated leadership development programmes, promoted internal talent growth.
- Collaborated with senior leadership to set business goals and KPI‘s across the Network for Lloyd's, Bank of Scotland and Halifax
- Supported wider teams with helping customers with products and services and roll out of new pilot schemes.
- Stake holder collaboration's to improve team performance and coaching Across different departments to expand growth mindset.
- Part of the design team for product role out to wider teams across relationship growth
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Skilfully lead recruitment process to secure skilled workforce across a new department and managed daily tasks throughout the process.
Bank manager
Lloyd's Bank
Birmingham
11.2017 - 05.2024
- Fostered a cooperative working environment through effective leadership techniques.
- Streamlined banking services by introducing technology-based solutions.
- Conducted risk assessments for 6 branches for the bank's financial stability.
- Reviewed regularly financial reports to monitor bank progress against goals set out earlier in year.
- Coordinated staff training programmes, promoted professional development within a team of 22.
- Established performance goals for each colleague, improved overall productivity levels for each individual.
- Managed daily branch operations and supervised team of banking staff.
- Coached and developed banking staff to consistently meet and exceed performance objectives.
- Boosted customer satisfaction scores through fast and knowledgeable issue resolution.
- Successfully delivered on tasks within tight deadlines.
- Implemented feedback systems, improving overall business operation efficiency.
- Encouraged productive behaviours through positive reinforcement techniques, raising staff morale Increasing annual engagement score from 83% to 91%
- Liaised with different departments for effective resolution of customer issues.
- Assured satisfaction by providing professional and empathetic responses to customers' concerns.
- Adhered strictly to regulatory guidelines during all stages of complaint processing on a daily basis.
- Pioneered digital banking solutions enhancing convenience for customers whilst reducing operational costs Across Birmingham Branches.
- Oversaw branch operations, resulting in smooth day-to-day functioning and excellent customer service.
Personal Banking Manager
Lloyd's Bank
birmingham
10.2013 - 11.2017
- Updated branch staff on latest banking products and services; kept them informed and prepared With weekly communication face to face,
- Facilitated the opening of new accounts, resulting in business growth.
- Handled escalated customer issues, resolving them successfully and promptly.
- Achieved customer retention with proactive relationship-building strategies.
- Increased customer satisfaction by providing exceptional personal banking services.
- Led a team of 11 personal bankers to achieve branch objectives.
- Identified opportunities for cross-selling, increasing product uptake among customers.
- Built and carefully managed loyal, profitable client bases.
- Supported clients in setting clear financial goals with plans to achieve them.
- Promoted new financial products for enhanced investment scope.
- Evaluated financial statements, presenting key findings to stakeholders.
Education
NVQ Level 3 - Sports Massage
The Open University
BirminghamNVQ Level 3 - CeMAP
CeMAP
Birmingham05.2023
A-Levels - Sport Science
Sutton Coldfield College
Birmingham01.2012
Skills
- Leadership excellence
- Sales target achievement
- Coaching and training
- Stakeholder management
- Calm under pressure
- Communication skills
- Team building
- Decision-Making expertise
- Customer-Focused approach
- Root cause analysis
- Exceptional empathy and compassion
- Active listening to concerns
- Teamwork And Collaboration
- Written And Verbal Communication
Timeline
Relationship Growth Coach
Lloyd's Bank
05.2024 - Current
Bank manager
Lloyd's Bank
11.2017 - 05.2024
Personal Banking Manager
Lloyd's Bank
10.2013 - 11.2017
NVQ Level 3 - Sports Massage
The Open University
NVQ Level 3 - CeMAP
CeMAP
A-Levels - Sport Science
Sutton Coldfield College
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