Graham Binnie

Responsible for establishing and successfully leading a team of ~80 FTE providing operational services to franchise-wide coverage teams. Part of the leadership team responsible for managing £2.4bn of mortgage stock, balancing acquisition and retention focus to ensure strong balance sheet management. SME on UK-based mortgages. Key member of Pricing and Product Committees. Service Management provides oversight of all services provided pan-franchise ensuring both SLA’s and KPI’s are met.

Key Responsibilities:

• Developed and implemented an operational strategy that resulted in a 12% reduction in costs and a 17% increase in revenue.
• Led the development of a customer service strategy that resulted in a 15% increase in customer satisfaction
• Implementation of Mortgage Charter and RBSI response to Cost of Living Crisis.
• Established a customer contact model within Mortgages to provide expert support to customers and brokers in 4 offshore jurisdictions.
• Ownership of providing support to customers in financial difficult and/or vulnerable situations; including full arrears management process.
• Accountable for 3rd party relationships with surveyors, solicitors and other service providers, ensuring operational reliability and strong delivery vs agreed contractual KPIs.
• Developed and implemented a performance management system that improved employee morale and productivity by 30%.
• Production and analysis. of financial data and MI to identify trends, opportunities and risks to the business
• Accountable for Money Laundering, Sanctions and Customer Account Management risk assessments.
• Key member of mortgage pricing committee leading mortgage-focused multi-disciplined team with responsibility for mortgage margin, price elasticity, funding and financial outcomes.
• Mentor to product and pricing managers
• Oversight and day-to-day accountability for service management, serving as "internal consultancy" and delivering operational excellence across International Retail & Commercial Banking.
• Accountable for Money Laundering, Sanctions and Customer Account Management risk in 4 jurisdictions and engagement with appropriate regulators.
• Creating a happy, diverse and high-performing team.

• MND Scotland was founded 40 years ago and is at the frontline in the fight against MND (motor neuron disease)
• We fund ground-breaking MND research and world-class clinical trials
• MND is a rapidly progressing terminal illness which stops signals from the brain reaching the muscles
• As a Board Trustee, I am responsible for oversight of the charity's strategic deliverables
• This involves working closely with the CEO and Executive Leadership Team as well as fellow Trustees
• This followed a comprehensive recruitment programme against a number of strong candidates from a range of backgrounds and experiences.

Inaugural member of staff to move from NatWest to FreeAgent to lead a number of key integration activities following the acquisition of FreeAgent by NatWest in 2018. Primary responsibility for delivery of new bank customer acquisition targets to FreeAgent. This has evolved to become FreeAgent’s key customer acquisition channel, contributing over 50% of total overall acquisition in both 2019 and 2020.

Key Responsibilities:

• Management and coordination of the overall customer acquisition and commercial model for our key NatWest customer channel.
• Ownership of company-wide commercial targets.
• Coordination and reporting on the cross-company resourcing, scheduling and execution of agreed priorities and objectives arising.
• Support FreeAgent’s activities to ensure effective integration and awareness across the wider Group.
• Day-to-day ownership of FreeAgent’s key stakeholder strategy in pursuit of FreeAgent’s objectives
• Lead on key communications, governance channels and forums between FreeAgent and NatWest, escalating where appropriate to seek a resolution for issues arising.
• Lead on product governance approvals and reporting in line with NatWest requirements.
• Ownership of FreeAgent’s external proposition development including; line management of product specialists, relationship with regulated 3rd parties and oversight of risk management and reporting.

• Overall responsibility for NatWest's partnership with, and subsequent acquisition of, FreeAgent
• Managed distribution and proposition development whilst acting as key conduit between NatWest and FreeAgent
• Accountable for the delivery of Business Banking's FreeAgent acquisition objectives
• Responsible for the stand up, implementation and commercial outcomes of strategic partnerships, leveraging emerging technologies and channels to drive customer value
• Overall responsibility for distribution and sales strategy of the joint proposition including front book and back book adoption
• Responsible for the delivery of omni-channel customer contact strategy including the identification of new prospective sales channels
• Owner of proposition sales performance funnel, external partnership opportunities and internal frontline engagement plans against the relevant segments
• Responsible for identifying new propositions across the SME segment undertaking commercial and competitor analysis
• Developed segmentation and propensity models to ensure highly-targeted and personalised communications driving a significant uptake in customer acquisition and usage.

• Seconded to be part of the first Retail Bank customer journey team
• This cross-functional team comprised experts from Commercial, Finance, Compliance, Legal, Operations, Implementation and Product Design
• Responsible for key commercial decisions affecting customer journeys liaising closely with Finance to ensure alignment with wider commercial plans
• Responsible for ideation and identifying key opportunities to improve customer and commercial outcomes
• Proved initial concept to allow Retail Banking to scale customer journeys as a framework to break down product silos and to reimagine the structure and approach to customer journeys.

• Part of the team responsible for the management of the mortgages P&L within Retail Banking
• Ownership of customer retention strategies dealing with both in-deal and end-of-deal redemptions
• Ownership of aspects of customer engagement strategy including inbound and outbound telephony, email and face to face
• Main point of contact with 3rd party data suppliers who provided external insight into customer behaviour, property information and optimal contact points
• Interface with frontline colleagues to deliver customer engagement activities designed to increase prospective customer volumes
• Authorised to approve exceptions to credit and pricing policies.

• Various roles including Private Banking Mortgage Manager, Area Mortgage Manager and Business Development Manager.