Summary
Overview
Work History
Education
Skills
References
Timeline
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Lyndsay Black

Dunfermline,Scotland

Summary

Dedicated and versatile professional with a proven track record in galvanizing, leading and empowering successful teams to increase profitability and adopt a customer obsessed culture. Extensive experience in driving change across multiple sites. A flexible decision maker with a passion for people strategy and engagement.

Overview

13
13
years of professional experience

Work History

Cluster Manage

Virgin Money
Edinburgh
11.2020 - Current
  • Increased colleague engagement score from 74% to 87% over four years
  • High degree of focus placed on improving capabilities of my Leadership team through breaking down silos, capitalising on strengths, empowering and holding colleagues accountable to maintain solutions.
  • Recruited and upskilled Customer Service Operator to People Leader, who is now leading within cluster on all Team goal measures.
  • Devised sessions on reward and well-being, showcasing benefits package resulting in the enhancement of colleague engagement.
  • Supported People Leaders across area on how to navigate complex HR cases, resulting in tighter control of absence and performance management.
  • Introduced Rhythms and Routines across cluster stores resulting in all achieving high annual Risk Audit outcomes.

Senior Bank Manager

TSB Bank plc
Edinburgh
04.2018 - 11.2020
  • Responsible for Scotland's flagship store Hanover St - Largest in terms of opportunity, deposits and lending book.
  • Led team through traumatic computer system migration. Role modelling behaviours and intense forward planning ensured no long-term colleague absences. First store in Scotland to recommence meeting customers' needs via product fulfillment.
  • Specifically requested by Scotland HR Business partner as hearing manager on dismissal appeal due to experience in complex HR cases.

Cluster Manager

TSB Bank plc
Highlands & Islands
05.2016 - 04.2018
  • Led team of 45 colleagues across 4 sites. Responsible for recruitment, training and resourcing.
  • Analysed customer and colleague MI to identify trends and support leaders on how to prioritise their time to increase profitability
  • Achieved Top level Cluster Manager Risk Audit (30/30) demonstrating ability to lead and maintain robust operational and compliance risk environment.
  • Created and delivered COHORT program designed to retain high performing colleagues through structured personal development.

Hub Manager

Lloyds TSB Bank plc
Aberdeenshire
01.2012 - 05.2016
  • Recognised as Best Bank Manager for Lloyds TSB across UK and Scotland 2012
  • Enhanced store customer service score by 50% in 2013, leading in Scotland
  • Led conference for Scotland-based Bank Managers outlining TSB strategy for 2014
  • Initiated and organised a charity gala dinner, engaging with 18 stores and raising over £14,000 - Largest amount raised by any single event in Scotland.

Education

Master of Arts - Management Studies

University of Aberdeen
Aberdeen
/2002 - /2006

Certificate of Higher Education -

Bridge of Don Academy
Aberdeen
/1997 - /2002

Skills

  • Communication with Impact
  • Leading Change and Improvement
  • People Strategy
  • Customer Experience excellence
  • HR policies compliance and Recruitment
  • Performance Management
  • Data Analysis
  • Risk Management

References

References available upon request.

Timeline

Cluster Manage

Virgin Money
11.2020 - Current

Senior Bank Manager

TSB Bank plc
04.2018 - 11.2020

Cluster Manager

TSB Bank plc
05.2016 - 04.2018

Hub Manager

Lloyds TSB Bank plc
01.2012 - 05.2016

Master of Arts - Management Studies

University of Aberdeen
/2002 - /2006

Certificate of Higher Education -

Bridge of Don Academy
/1997 - /2002

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Lyndsay Black