Rory Walker
Eastry,Kent
Summary
Accomplished leader in retail banking with expertise in collections & recoveries strategy and regulation, driving change execution through effective communication strategy and project management. Proven strong people leadership and proficiency in agile methodologies to enhance organisational performance. Committed to leveraging skills for impactful contributions in the financial sector and passionate about people development.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Financial Support - Business Readiness Manager
HSBC UK
Remote
08.2023 - Current
- Currently lead a team of 9 specialist managers and 30+ specialists with responsibility for maintaining a library of over 2000 procedures across 4 brands (HSBC, First Direct, Marks & Spencer Bank & John Lewis).
- Designed end-to-end change communication strategy for HSBC collections, achieving 40% improvement in employee engagement.
- Established dedicated communications team to inform over 1500 employees about changes in HSBC collections.
- Directed migration of over 2000 procedures from legacy platform to Verint iKnow, enhancing speed and accessibility.
- Developed change governance framework, resulting in 50% reduction in audit findings related to procedural amendments.
- Created SharePoint site for procedural edits, enabling co-authoring and reducing edit times by 30% with 15% decrease in errors.
- Implemented JIRA in HSBC's collections department, successfully migrating 700 live issues from monday.com without downtime.
Financial Support Team - Manager
HSBC UK
Remote
06.2020 - 08.2023
- Designed a robust onboarding process, successfully hiring and onboarding 200 telephony agents and managers in under six months.
- Established Financial Support Team Academy, reducing onboarding time from four months to six weeks for 200 new agents.
- Led project to enhance customer outcomes in collections and recoveries, achieving a 20% improvement as part of FCA review.
Retail Branch Manager
HSBC UK
Canterbury, Kent
01.2018 - 06.2020
- Managed team of 25+ personal bankers, including two deputy branch managers.
- Oversaw operations for two satellite branches within Kent.
- Achieved 20% year-on-year sales growth from 2018 to 2020.
- Enhanced Net Promoter Score by 30% in 2020, positioning Canterbury branch as highest scoring in England.
Education
Bachelor of Science - Digital Technology Solutions
University of Roehampton
London 09.2021 - 09.2025
Skills
- Collections & Recoveries strategy
- Retail Banking regulation
- Change Execution
- Communication Strategy
- Project Management
- People Leadership
- Agile Methodologies
Certification
Certificate in Retail Banking Conduct of Business (CertRBCB) - LiBF 2015
Languages
Czech
Beginner
References
References available upon request.
Timeline
Financial Support - Business Readiness Manager
HSBC UK
08.2023 - Current
Bachelor of Science - Digital Technology Solutions
University of Roehampton
09.2021 - 09.2025
Financial Support Team - Manager
HSBC UK
06.2020 - 08.2023
Retail Branch Manager
HSBC UK
01.2018 - 06.2020
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