Matthew Osborne
Kettering,Northamptonshire
Summary
Results-oriented professional with extensive experience in leading international teams and engaging stakeholders to achieve strategic goals. Proven ability to foster collaboration and build high-performing teams in dynamic environments. Strong communicator dedicated to enhancing stakeholder relationships and improving associate experiences, with a track record of influencing decision-making and solving complex problems. Entrepreneurial mindset applied to drive success while effectively managing competing priorities.
Overview
2026
2026
years of professional experience
Work history
Global Head of Advisor Experience
Just Eat Takeaway
London
12.2023 - Current
- Spearheaded initiatives to enhance experience for 2,000 advisors across 17 countries through innovative training programmes and quality tooling.
- Conducted thorough analyses of advisor feedback to identify areas for process optimisation.
- Developed and implemented strategies to improve change communication within advisor teams and management.
- Collaborated with cross-functional teams to introduce new customer and partner satisfaction methodologies.
- Facilitated workshops that fostered a culture of continuous improvement among advisors.
- Oversaw successful ramp-up of 400+ advisors across multiple international BPO sites, focusing on speed to competence.
- Introduced digital tools that enhanced advisor experience, working with product and tech teams on CRM optimisations.
Head of Collections & Complaints Service Delivery
Capital One
Nottingham, Nottinghamshire
02.2023 - 12.2023
- Led frontline teams of approximately 500 agents in the UK and India.
- Managed vendor relationships, achieving a 10% efficiency increase and invoice reduction.
- Introduced onboarding and engagement initiatives, resulting in a 12-point rise in agent NPS.
- Initiated a re-write of the complaints handling process, improving productivity and quality scores by 20% whilst maintaining adherence to latest regulatory requirements
- Increased leadership metrics in All Associate Survey for frontline teams by 10 points in H1 2023.
- Launched an Agent Insight programme, engaging over 200 agents in process improvement initiatives.
- Implemented an agent skills programme, enabling rotation across job families.
Head of Enablement
Capital One
Nottingham
05.2015 - 01.2023
- Supported operations team to achieve strategic objectives as People Business Partner.
- Oversaw large teams of associates, driving implementation of people enablement strategy across operations.
- Managed L&D agenda, establishing frameworks for quality learning experiences and performance enhancement.
- Introduced innovative Agent Training approach, enhancing agent experience and skills development in UK teams.
- Fostered high-performance culture through targeted recruitment and onboarding strategies, empowering teams.
- Delivered diverse projects using project management methodologies, including Customer Outcome Programme and One Newsfeed Communication Portal.
- Cultivated collaborative relationships with internal and external stakeholders across UK and international teams.
- Led diversity, inclusion, and wellbeing initiatives across operational teams.
Mortgage & Bancassurance Operations Manager
Lloyds Banking Group
Northampton
04.2013 - 05.2015
- Developed and delivered strategic objectives in partnership with National Director.
- Managed project delivery for major initiatives, including Customer Outcomes programme, ensuring regulatory compliance.
- Supported regional managers on people and performance issues, leading performance management and talent pipeline initiatives.
- Collaborated with regional management teams to establish succession plans across all job families.
- Led product rollout, implementing effective communication and engagement plans.
Local Director
Lloyds Banking Group
Norwich, Norfolk
01.2012 - 04.2014
- Managed income and service metrics for network of 14 branches across local area.
- Achieved lending and savings targets across diverse product range.
- Increased customer numbers through local engagement with companies, organisations, and charities.
- Enhanced staff engagement levels through 'next steps' and 'walk the talk' initiatives.
- Ensured compliance with all relevant legislation and regulations.
- Recruited and developed senior staff to deliver measurable results.
Regional Bancassurance Manager
Lloyds Banking Group
Bury St Edmonds, Suffolk
01.2008 - 01.2012
- Managed regional performance of approximately 150 financial advisors, achieving sales and income targets compliantly.
- Collaborated with stakeholders to oversee national talent pipeline for new advisors.
- Partnered with Scottish Widows team to facilitate seamless integration and enhance advisor experience.
- Consistently ranked among top performers nationally across sales and risk metrics.
Various Roles
Lloyds Banking Group
Various Locations
- Performed several roles whilst working for Lloyds Bank including:
- Business Banking Manager
- Personal Banking Manager
- Mortgage & Financial Advisor
- Sales Manager (Personal Lending)
- Various Front Line roles
Education
Chartered MCIPD - Strategic People Leadership
CIPD
2023 -
Level 7 Diploma in Strategic People Management -
CIPD
2022
Level 5 Diploma in Human Resource Management -
CIPD
2021
Level 4 DIPFA - Financial Advice
CII
2013
CeMAP Levels 1,2 & 3 -
CIFS
2008
Skills
- Collaboration to create and build high performing teams to deliver outstanding results
- Multi-geographical, international team leadership
- Stakeholder engagement to deliver strategic priorities
- Excellent communicator with high focus on excellent stakeholder relationships and improving associate experience
- Significant influence to deliver in a fast changing environment against competing priorities
- Entrepreneurial and innovative problem solver
- Confident decision maker and able to demonstrate excellent judgement
Timeline
Global Head of Advisor Experience
Just Eat Takeaway
12.2023 - Current
Head of Collections & Complaints Service Delivery
Capital One
02.2023 - 12.2023
Head of Enablement
Capital One
05.2015 - 01.2023
Mortgage & Bancassurance Operations Manager
Lloyds Banking Group
04.2013 - 05.2015
Local Director
Lloyds Banking Group
01.2012 - 04.2014
Regional Bancassurance Manager
Lloyds Banking Group
01.2008 - 01.2012
Various Roles
Lloyds Banking Group
Chartered MCIPD - Strategic People Leadership
CIPD
2023 -
Level 7 Diploma in Strategic People Management -
CIPD
Level 5 Diploma in Human Resource Management -
CIPD
Level 4 DIPFA - Financial Advice
CII
CeMAP Levels 1,2 & 3 -
CIFS