Hannah Metcalfe

- Delivered on projects' key objectives with agreed budgets, timelines and standards.

- Identified and managed budget, timescale and scope changes, recommending actions and improvements to meet project goals.

- Built and nurtured professional relationships with wide range of stakeholders.

- Led cross-functional teams in project completion, offering continuous guidance to proactively mitigate delays.

- Developed and maintained project timescales, providing contingency planning to support timely completion.

- Acted as single point of contact for stakeholders.

- Led meetings with both client and internal teams to facilitate and drive project completion and provide status updates.

- Implemented and maintained systems for successful planning and project management.

- Supported wealth eligible customers, managing my time to explore and support them with their individual financial situation

- Managed my own diary to ensure I was there when right for the customer and used my expertise to explore the customers financial circumstances, having quality conversations to identify the best ways to help

- Was an advocate for wealth eligible customer relationships, working collaboratively with specialist partners and other areas of the bank to make appropriate referrals most suitable for the customer

- Used my expertise to identify and support customers in vulnerable circumstances and/ or those in or nearing financial difficulties, demonstrating empathy and compassion, recording their support needs and signposting expert services where appropriate

- Demonstrated flexibility and used my skills to respond and adapt to the varying needs of my role, customers and the business

- Built, maintained and deepened customer relationships with our wealth and 'Bank Manager' Customers

- Mananged and maintained 7 portfolios worth of wealth customers

- Established and maintained strong working relationships with key stakeholders

- Travelled to several Branches across West Yorkshire to support customers and coach colleagues

- Liased weekly with Senior Managers to give key updates on workload, referrals and key achievements

- Coached Customer Advisers and Bank Managers across 7 Branches

- Supported our wealth customers to achieve their financial goals

- Assisted new and existing customers with their financial and service needs via a range of channels where appropriate, delivering an excellent customer service experience

- Worked collaboratively with branch and pool/area colleagues

- Championed key changes whilst supporting colleagues to embrace change

- Carried out management responsibilities in the absence of management such as cash management, risk checks and coaching

- Led appointments to support our vulnerable customers with bereavements and Power of Attorney as well as opening savings accounts for all customers

- Logged complaints on behalf of customers and third party companies accurately, so figures were reported correctly to our regulators

- Ensured cheques made to customers were produced correctly in order for customers to be compensated for any errors

- Cancelled and stopped any cheques requested by the business or customer

- Ensured all work was completed to the highest of standards, maintaining 100% quality and productivity

- Built and maintained strong stakeholder relationships within the Group

- Coached new starters

- Resolved customer complaints through use of several systems, aided by exceptional customer service

- Completed thorough investigations to allow me to make correct decisions after evaluating all available information

- Utilised my communication skills to relay the decision to the customer in a professional and friendly manner

- Wrote coherent written responses to customers outlining the decision made and provided a rationale behind it

- Made sure all decisions were fair and correct whilst operating inside all risk guidelines, in line with Financial Conduct Authority (FCA)