Julie Dempsey

Responsible for leading a team of Network Managers and Customer Facing Colleagues to deliver performance across a balanced scorecard within Scotland Local Market. Successfully embedding change through delivery of our key strategic priorities, coaching our teams to develop and grow their capability, deliver exceptional customer service and business growth across both our Branch Network and in collaboration with our wider external stakeholder community through our commercial pop up events.

Responsible for leading and growing our business across a group of 6 outlets to deliver business objections across People, Customer, Growth and Risk. I have successfully led and implemented our new Network Structure throughout 2019 supporting and delivering new technology and ways of working for our Bank teams. Development of my leadership team and in turn their bank assistant teams was key to this success along with building and sustaining strong stakeholder relationships with my retail partners. 2020 brought significant change to our M&S Branch Network resulting in the creation of a more multi- function workforce. Focusing on our key areas of People and Customer has helped my team continue to grow and develop through some challenging times. As People Strategy Lead for the North Division, I worked closely with my peers and stakeholders to influence how we implemented change whilst remaining committed to supporting development and reskilling as the teams transitioned into new and unfamiliar roles across Network, Contact Centre, Live Chat and FST giving me valuable leadership experience of a multi-channel team

Responsible for leading a Branch Team to deliver excellent customer service by providing clear and simple objectives supported by coaching and observational feedback with the aim of growing and retaining our existing valuable customer relationships and attracting new business. Since starting the role in 2009 I have moved from a smaller branch to a larger cluster of branches and regularly deputise for the Senior Manager. I have consistently achieved both income and service objectives and most recently taken a branch that had repeatedly been challenged with control/risk objectives from underperforming (red) to achieve a Platinum audit. As a very hand’s on manager I am involved in all aspects of the branch, serving customers, helping them with their banking needs, dealing with complaints whilst ensuring the branch runs efficiently and effectively. I have successfully led my teams through significant periods of change, implementing both the use of new technology along with improved ways of working across a number of initiatives. In July 2014 I opted to take voluntary redundancy, however hope to continue my career within financial services and transfer my skills to a new organisation.