Lavinia Croft
Harrogate,North Yorkshire
Summary
Experienced Branch Manager excelling in team leadership and operational improvements. Delivered significant customer satisfaction enhancements and streamlined processes.
Results-driven with proactive approach to leadership and team development. Demonstrates strong organisational skills and exceptional communication abilities working with internal and external stakeholders. Committed to driving operational success and enhancing customer satisfaction.
Overview
28
28
years of professional experience
Work History
Branch manager
Leeds Building Society
Harrogate, North Yorkshire
07.2007 - Current
- Managed daily operations to ensure smooth running of the branch.
- Developed and implemented strategies for increased customer satisfaction.
- Ensured branch met all regulatory requirements for safe operation.
- Conducted regular performance reviews for continuous employee development.
- Coordinated with other branches for seamless service delivery.
- Liaised with clients, resulting in strong relationships and repeat business.
- Oversaw recruitment process, ensuring selection of competent staff members.
- Resolved customer complaints swiftly, maintaining company's reputation.
- Improved branch productivity by implementing efficient work schedules.
- Led team meetings to foster communication and collaboration.
- Built partnerships with local businesses fostering community relations.
- Organised local marketing activities, boosting brand visibility within community.
- Reviewed and analysed sales data to identify growth opportunities.
- Provided excellent customer service, securing client loyalty.
- Fostered a positive work environment, improving overall team morale.
- Directed day-to-day work of colleagues and motivated teams to exceed objectives.
- Maintained organisational compliance with applicable legislation and regulations.
- Created and led successful business culture focused on performance.
Secondment Compliance Monitoring Team
Leeds Building Society
Leeds, West Yorkshire
12.2020 - 07.2021
- Fostered an environment of ethics and integrity across all business units through continuous education about the importance of adherence to rules and regulations.
- Improved operational efficiency by developing robust compliance frameworks.
- Established effective complaint handling procedures for enhanced customer trust.
- Collaborated with management, ensuring alignment on policy interpretation and application.
- Coordinated with various departments, achieving a unified approach towards policy implementation and enforcement.
- Initiated regular meetings with key stakeholders, fostering open communication regarding regulatory updates.
- Identified areas for improvement through comprehensive risk assessments.
- Reviewed existing policies regularly, identifying gaps and recommending amendments to enhance compliance levels.
- Reported identified problems and issues before impact on organisation
- Met compliance targets and turnaround times, consistently achieving individual and team performance targets.
Recruitment Coordinator
Halifax PLC
Leeds, West Yorkshire
11.2006 - 07.2007
- Maintained candidate database to streamline future recruitment needs.
- Worked closely with HR team to align recruitment strategies with business objectives.
- Streamlined recruitment processes by implementing effective applicant tracking systems.
- Improved candidate experience through timely communication and feedback sessions.
- Conducted initial candidate screenings, reducing time spent by hiring managers on unqualified applicants.
- Handled administrative duties such as updating records and managing correspondence improving overall team efficiency.
- Built relationships with external recruitment agencies, broadening candidate pool reach.
- Monitored industry trends and competitor activity informing changes in own recruitment strategies.
- Coordinated interviews for potential hires leading to a more efficient hiring process.
- Assisted in onboarding new employees, ensuring smooth transition into company culture.
- Created job adverts that drew in high-quality applicants through carefully crafted language and detail.
- Facilitated background checks to ensure integrity of potential employees.
- Organised recruitment events, increasing visibility of company's career opportunities.
- Built positive relationships with recruiters to source external job candidates.
Mortgage and protection adviser
Halifax PLC
Harrogate, North Yorkshire
03.2000 - 11.2006
- Delivered exceptional service for positive client testimonials.
- Generated leads through strategic marketing initiatives-increased brand visibility.
- Provided ongoing support post-completion, fostering long-term client relationships.
- Negotiated advantageous terms with lenders for client benefit.
- Provided comprehensive protection advice, promoting financial security for clients.
- Increased client base with effective networking techniques.
- Mastered a variety of mortgage software systems, optimising work efficiency.
- Facilitated smooth property transactions by liaising with solicitors and estate agents.
- Ensured compliance with industry regulations through meticulous document management.
- Consistently met targets without compromising on quality of service delivered.
- Enhanced customer satisfaction by providing expert mortgage advice.
- Maintained strong professional relationships for repeat business.
- Handled sensitive information discretely, maintaining high levels of confidentiality.
- Demonstrated excellent problem-solving skills to overcome complex cases.
- Utilised up-to-date market knowledge to offer relevant product suggestions.
- Evaluated client credit check outcomes to provide complete financial advice.
Senior travel consultant
Travel care
Harrogate, North Yorkshire
05.1997 - 03.2000
- Assisted corporate clients with organising business trips abroad smoothly.
- Regularly updated knowledge of airline regulations, enhancing effectiveness as a consultant.
- Organised special requests such as dietary requirements or wheelchair assistance for travellers.
- Provided expert destination knowledge to customers, enhancing their holiday experience.
- Trained junior staff members in company procedures and service standards for improved performance.
- Recommended suitable travel insurance policies to clients, ensuring comprehensive coverage during holidays.
- Resolved complaints promptly, maintaining high levels of customer satisfaction.
- Kept abreast of latest foreign exchange rates to provide accurate financial advice to clients.
- Maintained strong relationships with key industry contacts, gaining preferential rates.
- Facilitated smooth overseas trips for clients by arranging visas and other essential documentation.
- Established a loyal customer base with exceptional customer service skills.
- Dealt efficiently with emergency situations that arose during clients' travels.
- Provided outstanding customer service, ensuring full understanding of brochure, contents and booking conditions.
Education
CMI Level 5 - Coaching and Mentoring
University of Leeds
LeedsNVQ Level 3 - Travel & Tourism
NVQ
Skills
- Organisational structuring
- Process improvement expertise
- Business networking
- Decision making
- Operations oversight
- Effective public speaking
- Recruitment and training
- Customer engagement
- Financial management
- Regulatory compliance
- Customer relations
- Change implementation
- Budgeting
- Resource allocation
- Regulatory compliance knowledge
- Effective communication
- Cross functional collaboration
- Time-management
- Self-motivation
- Staff recruitment
- Strategic thinking
- Emotional intelligence
- Performance driving
- Branch operations
- Stakeholder engagement
- Relationship-building
- Employee training
- Leadership expertise
Timeline
Secondment Compliance Monitoring Team
Leeds Building Society
12.2020 - 07.2021
Branch manager
Leeds Building Society
07.2007 - Current
Recruitment Coordinator
Halifax PLC
11.2006 - 07.2007
Mortgage and protection adviser
Halifax PLC
03.2000 - 11.2006
Senior travel consultant
Travel care
05.1997 - 03.2000
CMI Level 5 - Coaching and Mentoring
University of Leeds
NVQ Level 3 - Travel & Tourism
NVQ
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