Summary
Overview
Work history
Education
Skills
Affiliations
References
Timeline
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Katrina Robshaw

Stanley,Wakefield

Summary

Driven professional with 21 years in financial services, including 8 years of team leadership and management of global functions. Strong skills in stakeholder engagement and coaching, with a track record of successful negotiations and compliance-driven service enhancements. Adept at setting KPIs and utilizing feedback to improve processes and foster high-performing teams.

Overview

11
11
years of professional experience

Work history

Customer Service Manager

Zing powered by HSBC
01.2022 - 09.2025
  • Led teams across global markets to foster trusting relationships with stakeholders.
  • Implemented project controls and governance, ensuring quality assurance and clear roles.
  • Oversaw daily business operations to maintain service consistency.
  • Developed innovative work processes across all markets, promoting high-performance culture.
  • Resolved complex issues, including executive complaints and FOS, with expertise.
  • Reported on service metrics, including KPIs and OKRs, to senior management.
  • Fostered a supportive environment through active team management.
  • Streamlined processes for improved team efficiency.
  • Cultivated a productive work culture by encouraging teamwork.
  • Collaborated cross-functionally for seamless service delivery.
  • Implemented training programmes, enhancing team capabilities.
  • Improved operational efficiency by identifying areas of improvement.
  • Ensured business objectives met through strategic planning.
  • Resolved complaints efficiently, fostering customer loyalty.
  • Conducted regular meetings for transparent communication.
  • Enhanced operating procedures for smoother workflow.
  • Maintained positive relationships through effective communication.
  • Oversaw daily operations, ensuring optimal performance.
  • Raised company reputation with high-quality customer care.
  • Demonstrated leadership skills in managing diverse teams.
  • Received and resolved customer complaints escalated by staff.
  • Actioned customer feedback to promote continued service improvement.

Relationship Manager

First Direct
01.2020 - 01.2022
  • Managed performance of third-party provider, fostering strong relationships.
  • Liaised between business and Concentrix to identify operational and developmental needs.
  • Oversaw daily operations to ensure efficiency and effectiveness.
  • Attended internal meetings on headcount and attrition, providing updates on governance.
  • Completed onboarding for third-party providers, including HR profile creation and equipment ordering.
  • Led development and coaching initiatives for 10 team managers and 110 contingent workers.
  • Cultivated trusted relationships with colleagues across first direct, Concentrix, and HSBC.
  • Controlled costs while maintaining service quality.
  • Streamlined internal procedures to increase productivity and efficiency levels.
  • Built lasting relationships with key stakeholders through consistent engagement activities.
  • Analysed customer feedback, made necessary improvements in service delivery.
  • Achieved high customer satisfaction with regular follow-ups and updates.
  • Fostered a culture of open communication within the team promoting collaboration.
  • Implemented innovative ideas for better relationship management practices.
  • Increased client retention, fostered trust and loyalty by resolving complaints efficiently.
  • Identified potential risks, ensured proper risk management measures were in place.
  • Coordinated with cross-functional teams, ensured smooth project execution.
  • Focused on strategic planning for improved operational efficiency.
  • Provided training to junior staff enhancing their performance metrics.
  • Established strong client relationships by providing exceptional customer service.
  • Delivered excellent customer service and proactively sought innovative ways to enhance service quality.
  • Identified and developed new business opportunities, expanding existing client bases.
  • Built effective networks across business areas, fostering relationships based on mutual trust and encouraging collaboration.
  • Prepared engaging presentations to clients, showcasing value propositions and solutions.
  • Collaborated with internal stakeholders to optimise operational delivery.
  • Led cross-functional teams to implement client projects and initiatives.
  • Delivered tailored solutions creating positive client experiences.

Business Development Manager

First Direct
01.2021 - 07.2021
  • Articulated and managed delivery challenges and programme dependencies through stakeholder relationships.
  • Created opportunities to connect with HSBC Group, leveraging strategic efficiencies.
  • Collaborated with business partners and stakeholders to drive suitable decisions.
  • Facilitated people-driven change, prioritising involvement and experience to inform decisions.
  • Managed risks by fostering collaboration with support functions.
  • Streamlined processes to improve overall efficiency.

Onboarding Team Manager

First Direct
01.2015 - 01.2020
  • Led and developed a team of 14 associates within a regulated Contact Centre environment.
  • Drove performance improvement through proactive coaching and regular motivational sessions.
  • Addressed underperformance and behavioural issues effectively to maintain team standards.
  • Managed absence issues while coaching peers to enhance overall business outcomes.
  • Created and spearheaded Fd money coach team, delivering targeted financial guidance.
  • Provided consistent leadership to maintain high levels of team performance and satisfaction.
  • Facilitated weekly meetings to discuss progress on projects, deadlines, objectives and concerns.
  • Cultivated a strong rapport with team members, fostering a cohesive and collaborative workplace environment.
  • Boosted morale by recognising and rewarding exceptional work.
  • Handled employee grievances to maintain harmony within the workforce.
  • Prioritised workload effectively, resulting in timely completion of tasks.
  • Achieved higher team efficiency with regular training and mentoring sessions.
  • Ensured adherence to company policies, resulting in fewer discrepancies and conflicts.
  • Developed action plans for continuous process improvement initiatives.
  • Addressed customer complaints promptly, ensuring customer satisfaction and retention.
  • Encouraged open dialogue amongst employees for better problem-solving ability.
  • Conducted performance evaluations to identify areas of improvement.
  • Fostered a positive work environment through effective communication and conflict resolution tactics.
  • Delegated responsibilities efficiently amongst team members.
  • Streamlined operations, leading to increased team performance.
  • Coordinated with various departments for seamless workflow.
  • Streamlined processes to improve and optimise office operations.

Education

SAFe Certified Agilist -

Grievance & Disciplinary - undefined

Skills

  • Leadership and coaching
  • Influencing and negotiation
  • Communication skills
  • Stakeholder management
  • Change management
  • Service improvement
  • KPIs setting and tracking
  • Multi-Channel communication
  • Implementing feedback
  • Staff training and development
  • Performance monitoring
  • Quality Assurance
  • Process Improvement
  • Regulatory compliance

Affiliations

  • Walking/Hiking
  • Spending time with friends and family

References

References available upon request.

Timeline

Customer Service Manager

Zing powered by HSBC
01.2022 - 09.2025

Business Development Manager

First Direct
01.2021 - 07.2021

Relationship Manager

First Direct
01.2020 - 01.2022

Onboarding Team Manager

First Direct
01.2015 - 01.2020

Grievance & Disciplinary - undefined

SAFe Certified Agilist -

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Katrina Robshaw