James Seeley

Responsibilities

• Responsible for the end to end delivery of Consumer rectifications and events portfolio, wip. of 100+ programmes under management. Report to MD Consumer Lending and Consumer Relationships.
• Leadership responsibility for +200 solution design & delivery colleagues across the Consumer portfolio
• Head of Data Function- leadership of 60 data engineers and analysts driving automation, reusability into solution design
• Business Process Risk Owner ensuring e suitable mix of predictive and detective controls harnessing automation to minimise risk of human error.
• Responsible for accurate accounting and deployment of Group Conduct provisions to support the effective delivery of the Consumer rectifications portfolio. Report to Group Cost Management Committee and Group Audit Committee.

Achievements

• Reduced average time to serve customers from 35 months in 2021 to 15 months in 2023. H2 2023 average time to serve at 11months v target of 27 months in 2023.
• Overall quality of customer outcomes consistent at 99.9% fair Quarter on Quarter since 2021 demonstrating right first time outcomes
• Improvement in colleague capability through development of Resolutions Academy and deployment of training solutions leading to 130% increase in colleague assessed capability scores during H2 2023 v H1 2022.
• Led and delivered 5 material group remediation programmes from 2017 -2022 +£1bn in provisions under management supporting >3m customers
• Leveraging internal capability to reduce cost to deliver by £17m pa over 3 years (2020-2023), removing external dependencies and focussing on automation and standardisation.
• Strategic delivery of refreshed and enhanced risk framework, ensuring governance as enabler to safe outcomes but without restricting agility. Acknowledging higher standards expected under Consumer Duty to achieve "Good" outcomes

Responsibilities

• Specialist Conduct Investigation lead covering Regulatory sourcebooks MCOB, CONC, DCG, ILS, DISP, COB. Knowledge of PRIN.
• Testing areas of regulatory focus in critical business processes across Motor, Consumer Banking, Consumer Lending & Credit Risk.

Achievements

• Lead 5 major reviews into CiFD Customer processes, Motor Residual pricing methodology, Mortgage Litigation process, Motor CiFD process and Tracker Mortgage Examination (Republic of Ireland).
• Reviews led to enhanced and redesigned customer processes, updated Policy, improved RACI driving clearer accountability, material customer remediations, updated and refreshed pricing methodology, improved customer outcomes.

Responsibilities

• Design and roll out of Lloyds Banking Groups response to roll out of FCA Conduct rules in April 14.
• Design of Group Conduct Framework, including KPI design, Conduct Reporting Metrics, Policy overview to include enhanced Regulatory sourcebook application.
• Group wide stakeholder responsibilities to track and challenge divisional response to Group approach and ensure embedding of enhanced policy and guidance.

Responsibilities

• Conduct and regulatory oversight and colleague capability
• Identified and developed new business opportunities, expanding existing client portfolio.
• Managed long-term customer relationships to increase revenue and support customer investment goals
• Performed thorough risk assessments to minimise investment issues and ensure portfolio meeting customer goals
• Built and carefully managed loyal, profitable client bases.

Responsibilities

• Customer enquiries, inclusive of cash handling, colleague capability, product distribution including unsecured lending, regulatory advice, mortgage sales, customer complaints, risk and control mechanisms, distribution targets.

Responsibilities

• Assessed customer data to make informed decisions on credit-worthiness and risk levels.
• On Site dealership support and product sales distribution across UK wide motor network
• Met with customers, agents and brokers to negotiate coverage, price and service delivery.
• Collected and analysed financial data to assess financial viability and risks.