Summary
Overview
Work history
Education
Skills
Custom
Timeline
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Hugh Gorman

Hugh Gorman

Carrickfergus

Summary

MANAGEMENT/ LEADERSHIP ROLE

Confident and proactive leader with exceptional organisational and interpersonal skills, capable of managing teams and operations seamlessly. Proven ability to drive sales and enhance customer satisfaction through strategic planning and team development. Committed to delivering outstanding results and fostering growth in leadership role.

Reliable confident leader with retail and financial industry experience. Offers excellent communication and good judgment to effectively meet team needs. Proactive planner and problem solver.

Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.

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.

Enthusiastic leader with knowledge of resolving customer problems. Works to increase success through effective work strategies and customer service.

Overview

33
33
years of professional experience

Work history

Manager Designate

HALFORDS
Belfast, Antrim and Newtownabbey
03.2025 - Current
  • Developed accurate sales forecasts for improved strategic planning.
  • Maintained inventory control, reduced stock shortages.
  • Liaised with suppliers to ensure timely deliveries.
  • Delegated tasks efficiently to maximise productivity.
  • Fostered a positive work environment with regular team-building activities.
  • Managed team dynamics by implementing conflict resolution strategies.
  • Cultivated strong relationships with clients to secure repeat business.
  • Secured new business opportunities with successful networking events.
  • Facilitated staff training, resulting in better customer service.
  • Led performance reviews, identified areas for improvement.
  • Enforced safety regulations to reduce workplace accidents.
  • Led and managed administrative staff to maintain smooth daily operations.
  • Monitored health and safety measures for guaranteed compliance.
  • Streamlined processes to improve and optimise office operations.

Community Branch Manager (Redeployment) S2

Santander UK
Belfast
08.2023 - 11.2024
  • High level of commercial acumen to drive success of brand
  • Excellent people management skills
  • Developed and implemented digital onboarding processes to enhance customer experience and streamline account opening procedures
  • Led training sessions for staff on use of digital tools and platforms resulting in increased proficiency and efficiency in daily operations
  • Collaborated with cross functional teams to identify and integrate innovative digital solutions for improving internal processes and operations
  • Participated in user acceptance testing for new digital products and services, ensuring that both regulatory requirements and customer needs are met
  • Acted as change agent, promoting adigital-first mindset across organisation and encouraging culture of continuous learning and adaption
  • Strong leadership skills to motivate, drive and develop team
  • Excellent interpersonal skills to successfully build relationships within the community and branch
  • Proactive in planning and leading activities that deliver a high performance “Santander way” of working
  • Providing support for region with staffing when region impacted
  • Train and motivate branch team to help customers and business prosper
  • Develop ways to help customers bank on their own terms, service, and compliance
  • Propose and implement new ideas to increase business development by constant research on competitors
  • People management, managing a Team of sales advisors while instilling a detailed understanding of branch control procedures and compliance
  • Responsible for audit success, ensuring all elements of risk and control are implemented correctly in line with company procedures
  • Coaching and training on an ongoing basis to ensure all staff adhere to procedures and policies to ensure a successful audit is achieved
  • Performance management, managing the success of the Branch team providing incentives and motivation to ensure KPI's are achieved, and in cases of underperformance propose and implement coaching and development were needed
  • Strong compliance and audit focus to ensure branch quarterly audit is successful
  • Handling escalated customer complaints through effective communication while providing excellent customer service
  • Coaching and development of whole team
  • Successful completion of ILM Future Forward Qualification
  • Advocate of Santander Behaviours
  • Passionate about developing external relationships in the community – SCAM chat / Fundraising for charity events
  • Advocate for Digital within region
  • Implemented new training programmes for improved staff performance.
  • Conducted regular performance reviews for continuous employee development.
  • Oversaw recruitment process, ensuring selection of competent staff members.
  • Provided excellent customer service, securing client loyalty.
  • Reviewed and analysed sales data to identify growth opportunities.
  • Ensured branch met all regulatory requirements for safe operation.
  • Directed day-to-day work of 18 employees and motivated teams to exceed objectives.
  • Managed daily operations to ensure smooth running of the branch.
  • Resolved customer complaints swiftly, maintaining company's reputation.
  • Developed and implemented strategies for increased customer satisfaction.
  • Established strong rapport with stakeholders to enhance business credibility.
  • Led team meetings to foster communication and collaboration.
  • Maintained organisational compliance with applicable legislation and regulations.
  • Identified and resolved operational issues impacting productivity, performance or profitability.
  • Improved branch productivity by implementing efficient work schedules.
  • Managed teams by overseeing hiring, training and professional growth of employees.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Used Microsoft Word and other software tools to create documents and clear communications.
  • Handled high volume calls to address customer inquiries and concerns.
  • Successfully maintained clean driving licence and access to reliable transportation.
  • Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
  • Consistently arrived at work on time and ready to start immediately.

Community Hub Director (S3)

Santander
Ballymena
07.2018 - 08.2023
  • Undertake Branch Management Assurance activities for both hub and spoke and report on a monthly basis
  • Manage and control risk in line with Risk Framework
  • Take personal responsibility for doing the right thing, promoting understanding of risk awareness, and proactively support team members to speak up across teams
  • Manage risk within agreed risk appetite, limits, triggers, and thresholds
  • Understand key regulatory requirements and acting accordingly
  • Drive new levels of accountability and ownership for customers, so that our colleagues feel responsible for, and competent in, deepening relationships and building loyalty with customers
  • Effectively monitor and sign off CDD carried out by business banking managers on business banking onboarding to include FC and KYC checks on applications
  • Deliver continuous improvement in the customer experience across all the branches operating within the hub model, supported by conduct risk metrics and guidelines
  • Deliver an integrated omnichannel experience across all these branches where customers can use all the channels that are most convenient for them, and where the channels act in sync to support and benefit customers
  • Provide a tailored service offering for customers focused on their individual financial and servicing needs
  • Work as part of a collegiate leadership team in the region, making a core contribution to fulfilling the Santander UK vision of being the best bank for customers, employees, shareholders, and communities
  • Display Role model behaviour's that foster a culture which proactively identifies opportunities to develop and deliver enhanced operational capability
  • Prioritise, plan and lead activities that deliver a high performance “Santander way” of working, and that meet the agreed financial, performance, service, quality, risk, and regulatory objectives
  • Provide inspirational leadership that engages all the teams
  • Effective resourcing across each branch, ensuring management cover and colleague support is always appropriate
  • Develop Community Branch Managers and wider team to form talent pipeline within Customer Interactions
  • Act as a role model and take personal responsibility for development, delivery and execution of customer excellence plans across their Financial Centre's
  • Develop, empower, and inspire the branch teams to take personal accountability for customers
  • Ensure the delivery of an integrated omnichannel experience for our customers and a tailored service offering for customer focussed on their individual needs
  • Development, delivery, and execution of consistent proactive customer engagement plans
  • Support and coach team to ensure they can help customers to prosper
  • Deliver the Financial Centres' Business Plan – delivering outstanding customer fulfilment across all lines that drives increased customer value and loyalty
  • Work closely with Business Banking and Financial Planning teams to support the development of these segments, and service to customers
  • Manage and control costs within agreed parameters – proactively identifying opportunities to improve cost efficiencies
  • Lead by example & proactively identify, assess, manage, and report risks (“I AM Risk”)
  • Act as a leader and role model for the Santander Way (SIMPLE | PERSONAL | FAIR)
  • Promoting trust, honesty, openness, and fair dealing at all levels
  • Interact with customers; observing live customer experiences; coaching & supporting the branch teams – nurturing an environment of continuous improvement
  • Lead and communicate change – ensuring change is well managed & executed in the Financial Centres
  • Pro-actively develop and facilitate effective business relationships at all levels across the business to enable optimal personal and business effectiveness
  • Communicate with internal and external stakeholders
  • Keep up to date with competitors' initiatives and industry trends

Branch Director (S2)

Santander UK
Belfast
06.2013 - 06.2018

Branch Manager (S2)

Santander UK
Newtownards, Ards and North Down
04.2011 - 06.2013

Area Sales Manager

O2 Franchise (MMD Comms)
, Northern Ireland
07.2010 - 01.2011
  • Staff compliment 75
  • Management of 4 Stores and 4 mobile sales locations
  • Responsible for staff development
  • Responsible for shrinkage
  • Setup staff HR system for employees
  • Responsible for recruitment and staff performance management
  • Implemented Staff training program
  • Setup Performance culture within company
  • Created business plan for new store rollout in Scotland
  • Setup / Streamlined Mobile Sales Unit processes and system installation
  • Developed 4 new Managers within role within 6 months
  • Implemented HR/Recruitment/development training culture to company
  • Instigated Standards within branch network and accountability for job roles
  • Performance managed over 20+ members of staff in first 5months
  • Liaised with Airports for new Sales setup sites
  • Liaised with Contractors, site managers on construction and layout of new store setup (Abbey Centre, Belfast)
  • Responsible for setting up coherent structures to operate the business model on a larger scale
  • Responsible for setting up a more coherent lead generation system for Sales Executives on the road
  • Managed and setup centralized stock system for visibility to all store locations
  • Facilitated in developing a more coherent commission structure based around profitability of the company
  • Assisted in the development of a Profit & Loss statement for individual store locations
  • Assessed strengths and weakness of Group and implemented a Professional structure for a family business

Branch Manager

Santander UK (previous A&L)
Belfast
11.2005 - 07.2010

Branch Manager

Dixon's Stores Group
Belfast, Northern Ireland
10.2003 - 10.2005

Area Manager

Phones4u
, Northern Ireland
07.2002 - 10.2003

Store Manager

Dixon's Stores Group
Belast, Glasgow, Leeds
01.1992 - 07.2002

Education

Chartered Institute of Banking Qualification - Banking

Leeds Beckett University
Leeds

Skills

  • Emotional intelligence
  • Negotiation
  • Relationship-building
  • Recruitment and training
  • Staff recruitment
  • Sales strategy development
  • Knowledge of banking products
  • Customer service orientation
  • Team building and training
  • Self-motivation
  • Digital transformation knowledge
  • Initiative taking
  • Product knowledge
  • Active listening
  • Business acumen
  • Risk Management
  • Proactive approach
  • Talent development
  • Effective delegation
  • Regulatory compliance
  • Inventory control
  • Client Relationship Management
  • Communication proficiency
  • Effective communication
  • Microsoft Office Suite
  • Leadership expertise
  • Performance driving
  • Strategic thinking
  • Data analysis
  • Quality control standards understanding
  • First-aid certified
  • Conflict Resolution
  • Performance metrics
  • Leadership excellence
  • HR systems knowledge
  • Process Improvement
  • Risk assessment and management
  • Profit and Loss Analysis
  • Critical-thinking
  • Branch audit experience
  • Business networking
  • Data-driven decision-making
  • Staff mentoring
  • Executive communication
  • Retail banking
  • Inspirational motivation
  • Customer engagement
  • Quality Assurance
  • Time-management
  • Ethical decision making
  • Financial product understanding
  • Resource planning acumen
  • Compliance understanding
  • Policy development
  • Financial management
  • Employee training
  • Cybersecurity principles
  • Decision-Making authority
  • Time efficiency
  • Commercial Awareness
  • Branch operations
  • Risk Assessment
  • Sales techniques
  • Staff management

Custom

  • Gary Dumigan, gary.dumigan@santander.co.uk
  • Brian Mulligan, brian.mulligan@santander.co.uk

Timeline

Manager Designate

HALFORDS
03.2025 - Current

Community Branch Manager (Redeployment) S2

Santander UK
08.2023 - 11.2024

Community Hub Director (S3)

Santander
07.2018 - 08.2023

Branch Director (S2)

Santander UK
06.2013 - 06.2018

Branch Manager (S2)

Santander UK
04.2011 - 06.2013

Area Sales Manager

O2 Franchise (MMD Comms)
07.2010 - 01.2011

Branch Manager

Santander UK (previous A&L)
11.2005 - 07.2010

Branch Manager

Dixon's Stores Group
10.2003 - 10.2005

Area Manager

Phones4u
07.2002 - 10.2003

Store Manager

Dixon's Stores Group
01.1992 - 07.2002

Chartered Institute of Banking Qualification - Banking

Leeds Beckett University

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Hugh Gorman