Rebecca Lewis
Mansfield, Nottingham
Summary
Accomplished professional with extensive experience in leadership, remote leadership management, and senior stakeholder management. Proven expertise in managing large operations, customer service, and risk management. Adept at coaching teams and individuals, leading change initiatives, and enhancing customer experience. Demonstrated proficiency in fraud and financial crime prevention, financial literacy, and business intelligence tools. Skilled in performance metrics, employee training, customer relationship management, supply chain management, and supplier negotiation. Committed to developing people and teams while driving leadership excellence and business networking.
Overview
12
12
years of professional experience
2012
2012
years of post-secondary education
Work History
Business Manager
Santander
Sheffield
01.2023 - 03.2025
- Effectively managed day to day relationship with third party supplier to our ATM network, ensuring seamless communication, resolving issues promptly and maintaining alignment to the goals of the ATM services team.,
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Process owner for incident management, and risk management and events
- Consistently exceed own key performance indicators across financial, customer and internal process and learning growth driving and support the overall success of the bank
- Performance oversight in line with the SLAs/KPI
- Reporting to directors and Exco on incident management and process improvement initiatives
- Identifying opportunities with suppliers to deliver effective solutions for our customers
- Working with other stakeholders up to director level to implement processes and policies to support the banks fraud and financial crime initiatives
- Supporting the bank to achieve its strategic objectives and producing new ideas to make things simple, personal, and fair for customers
- Working with the supplier to ensure invoicing structure is in place and support the team raising Po's and ensuring we are controlling invoices within agreed budget
- Supporting line 1 and line 2 Risk in relation to the third party completing ORAs where appropriate to minimize risk exposure and implementing governance and change to policies and procedures where needed for a better customer journey and colleague experience
- Overseeing compliance within the service and ensuring we adhere to regulation as set out from the FCA, PRA, VISA, Vocalink, LINK and Mastercard schemes
- Supporting divisional projects within the bank and developing business cases to support improvements
- Cost management and budget management
- Currently a mentor for our international mentoring program for the Women's Network
- Complaints management, reviewing complaints from all areas of the business relating to ATMs and completing analysis of this information to feed in to change control processes and idea collaboration
- Actively engage in our Women in Business network, leveraging connections and resources to promote and empower women in the workplace
- Led project teams, resulting in timely completion of tasks and improved overall availability in line with Santander's OKRs.
- Streamlined business operations to improve efficiency.
- Fostered partnerships with industry leaders, strengthening network ties.
- Planned and delivered workshops with front line colleagues to improve ATM availability performance.
Payments Team Manager
Santander
Bootle
01.2022 - 02.2023
- Led a large team of SMEs within the chaps and international payments department managing them remotely
- Leading the team to deliver their personal and team objectives through coaching, empowerment and 1-2-1s
- Reviews processes and controls to reduce manual processes where possible
- Working on key projects in payments using project planning experience to implement projects across the team
- Currently working on the GLM Connect project and working towards ISO2022 in March 2023
- Managing customer errors and ensuring remediation is put in place immediately to prevent future errors by mitigating risk
- Analysis of data and providing MI to stakeholders across various teams to ensure we can make the correct business decisions
- Experience of leading and managing large teams
- Experience of reviewing current processes and implementing new processes to improve the customer journey
- Experience of change management with the ability to manage work transitioning to the team
- Supporting colleagues with succession planning, looking at how they want to develop and creating development plans with them using tools we have, support through coaching and feedback and understanding their learning style to really engage them
- Knowledge of all payment schemes including Chaps, BACS, International and Faster payments
- Key driver of implementing a cultural change within my team through Santander behaviours and utilizing the tools I have do this
- Advocate for women in business in the team and have held sessions with the team around International Women's Day to promote how Santander get involved
- Cross skilling the team to ensure all duties and controls are undertaken efficiently and looking at areas we can improve our processes
- Leads the resource planning for whole of C&I creating and developing resource planning tools and training to ensure maximum opportunity to use all resource and training opportunities where possible
Branch Director
Santander
Sheffield Meadowhall
01.2021 - 01.2022
- Leads a highly skilled team to deliver operational efficiency within the branch, ensuring we can help customers in whichever way they choose to bank with us
- Identifying, assessing, and managing risk within the branch, establishing root cause and addressing concerns where appropriate
- Inspire my team to provide a second to non-service, through service, self-service and supporting customers when they need us the most
- Onboarding PBs on to voice and efficiently coaching and developing them around the different elements that there are to voice
- Focused on effective resourcing using Work Force manager to ensure the branch can maximise its operational efficiency
- Established relationships with external businesses and charities and built long lasting relationships with local schools and councils and supported them in events
- Advocate of women in business and attended as a guest speaker about my career and development within Santander, supported other women in business colleagues with their own development through mentorships
- Completed the first ever Santander retail apprenticeship scheme whilst supporting branch full time, helped support the apprenticeship scheme with insights for future attendees
- Coached and developed CSM (team leader) and collaborated as a team to deliver a new front of house model which has increased ATM usage month by month and promoted the use of self service all areas of the bank
- Supported Remote working from Home during COVID pandemic and supported Remote working with financial centre staff development and team briefs
- Coached and develop and empowered my team to keep them engaged and motivated in their roles
- Supporting colleagues with succession planning, looking at how they want to develop and creating development plans with them using tools we have, support through coaching and feedback and understanding their learning style to really engage them
- Supported other colleague within the bank on their own career progression, with advice and support on how to develop themselves in what career they want
- Collaborated on a regional project around self-serve, working with and coaching other key stakeholders within the bank
Personal Banker
Santander
Mansfield
10.2015 - 04.2017
- Proactively engage and identify opportunities with customers, building relationships and helping them bring value to their visit
- Digital Advocate of the branch communicating new digital technology and running BDHs to communicate to other members of the team
- Identified numerous opportunities for key stakeholders in the branch and referrals made to them to add value to our customers
- Supported CSM in absence of BD and Supported BD in absence of CSM
- Observed new starter and spent time coaching and developing new starter on open conversations with customers
- Supported team with servicing transactions and helped develop colleague's knowledge of complex transactions
- Visited NEO CRM branch in Hull to help implement the system in the region
- Part of the Santander Apprenticeship scheme and passed my Professional Banker Exam
Business Manager
BMW
Chesterfield, Derbyshire
05.2013 - 10.2015
- Efficiently manage a team of 11 sales executives to deliver New and Used car Finance and Insurance Plan
- Monitor own performance daily, Weekly, and monthly basis
- Managed staff development and staff 1-2-1s on a weekly basis
- Implemented new deal structure for sales executives to ensure finance was brought into every conversation
- Manage the administrative side of a deal, making sure deals are complete and customer expectations are met
- Manager customer retention through effective use of BMW/MINI retention applications and effective customer retention planning
- Identified, assessed, and managed the customer data files for the dealership ensuring all regulatory requirements were met, to ensure we identified where customers money was coming from and reported back where they were suspicions through reporting
- Conducted performance reviews to identify areas of improvement.
- Ensured compliance with regulations by conducting routine audits on operations procedures and processes.
- Enhanced productivity by implementing new workflow systems.
- Implemented risk management strategies to minimise losses.
- Achieved better customer relations with regular client meetings.
Education
Degree in Business - Leadership and Management
Open University
UKBank Risk Management -
Chartered Banker Institute
05.2024 -
Senior Financial Services Customer Adviser Level 3 - Banking
BPP University
Manchester 07.2016 - 01.2018
Functional Skills in Math's - Maths
City and Guilds
Professional Banker Certificate - Banking
Chartered Banker Institute
GCSE - English language, English Literature, Drama, Food Technology, Geography
GCSE - Math's, Science, R.E, French
Skills
- Leadership
- Remote leadership management
- Customer service
- Risk management
- Managing large operations
- Senior stakeholder management
- Developing people and teams
- Leading change
- Customer experience initiatives
- Leadership excellence
- Customer orientation
- Employee training
- Customer relationship management
- Supply chain management
- Leadership development
- Business networking
- Performance monitoring
sections.external_links.name
Chair of Governors for Local Authority school
As Chair of Governors at Holly Primary school, i oversee strategic planning and governance, ensuring high standards of education and effective school management.
Timeline
Bank Risk Management -
Chartered Banker Institute
05.2024 -
Business Manager
Santander
01.2023 - 03.2025
Payments Team Manager
Santander
01.2022 - 02.2023
Branch Director
Santander
01.2021 - 01.2022
Senior Financial Services Customer Adviser Level 3 - Banking
BPP University
07.2016 - 01.2018
Personal Banker
Santander
10.2015 - 04.2017
Business Manager
BMW
05.2013 - 10.2015
GCSE - English language, English Literature, Drama, Food Technology, Geography
GCSE - Math's, Science, R.E, French
Degree in Business - Leadership and Management
Open University
Functional Skills in Math's - Maths
City and Guilds
Professional Banker Certificate - Banking
Chartered Banker Institute
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