Summary
Overview
Work History
Skills
Certification
Timeline
OperationsManager

Graeme Hind

Finance and Law Impactful Department Lead
Tyne and Wear

Summary


Dedicated professional Leader in Banking with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Organized and dependable successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Experienced Team Manager with over 15 years of experience in Financial Services. Excellent reputation for resolving problems and improving customer satisfaction.

Dedicated professional with history of meeting company goals utilizing consistent and organized practices.

Overview

18
18
years of professional experience
6
6
Certifications

Work History

First Response Department Manager

True Solicitors
Newcastle upon Tyne
10.2023 - Current
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
  • Led a team of professionals to consistently achieve or exceed performance targets.
  • Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
  • Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
  • Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
  • Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
  • Contributed to the creation of long-term strategic plans that aligned with the company''s overall vision and goals.
  • Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.
  • Increased productivity by identifying bottlenecks and implementing targeted solutions.

MyMojo

Self-employeed
Newcastle
03.2023 - 10.2023
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.

Premier Relationship Team Manager

Barclays Bank
01.2015 - 03.2023
  • Creating Operational Rhythm for a new blended department
  • Delivering cross departmental training across multiple sites.
  • Managing a team of Relationship Managers
  • Setting Key performance indicators
  • Testing Key Performance Indicators
  • Coaching cross team members to assist less experienced Managers
  • Coaching Team Managers to exceed expectations
  • Coaching to improve Net Promoter Scores through customer service excellence
  • Instructing Team Managers in the Bank Policy and Guidelines e.g
  • Data
  • Protection, Fraud risks, Disciplinary, Capability and Grievance
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.

Barclays Transformation Delivery Analyst

Barclays Bank
03.2013 - 12.2015
  • Implementation of Moment Banking both Offshore and Onshore over 1600 colleagues saving the business in excess of circa £2,000,000.
  • Implementation of Care Calls into RT and Business across circa 900 Colleagues which led to an increased NPS score by 10 points, due to reduced hand offs to other departments.
  • Co-ordinating business system requirements and user access to systems
  • Leading training virtually across multiple sites for Moment Banking and Care Call project role out.
  • Working with third party companies Cognisco and Lexis/Nexis
  • Resourcing early life support and remedial interventions for the operational floor
  • Developing Training for each project with training design team, engaging with frontline workforce to ensure fit for purpose throughout process.
  • Negotiating with Senior Stakeholders and their immediate reports to resource projects, highlighting how effective support now would result in improvements to their services provided to internal and external clients.
  • Created plans and communicated deadlines to complete projects on time, highlighting risks early to prevent delays.

Team Manager

Barclays Bank Premier Telephony, Yellow Belt Qualified DMAIC
03.2007 - 09.2013
  • Seconded to training department to design Aspiring Leadership programme, as a result of one I designed internally, which resulted in 14 colleagues becoming leaders, this was then rolled out across the UK Contact Centres.
  • Seconded to Change Management Team to develop options for a Retention Premier customer journey, this was due to be a small team, however from the analysis I completed it was shown there would not be enough workflow to sustain a team but it could be trained out easily across the three centres as an added skill.
  • Motivating team of 12 to achieve goals focusing on sales through customer experience and advocacy, using NPS as a metric.
  • Yellow Belt DMAIC qualified and one of only 5 leaders to become a Qualified White Belt Trainer.

Skills

Risk and Compliance remediation

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Certification

NVQ Level 5 Leadership and Management

Timeline

First Response Department Manager

True Solicitors
10.2023 - Current

MyMojo

Self-employeed
03.2023 - 10.2023

Premier Relationship Team Manager

Barclays Bank
01.2015 - 03.2023

Barclays Transformation Delivery Analyst

Barclays Bank
03.2013 - 12.2015

Team Manager

Barclays Bank Premier Telephony, Yellow Belt Qualified DMAIC
03.2007 - 09.2013

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Graeme HindFinance and Law Impactful Department Lead