Accomplished Quality Assurance leader with extensive mortgage servicing expertise and a proven record embedding Consumer Duty across operations. Designs and delivers outcome-focused QA frameworks, ensures FCA compliance, and drives fair customer outcomes. Skilled in MI analysis, governance reporting, and process improvement, with a track record of leading QA transformation and influencing senior stakeholders.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
Work history
Senior Operational Quality Manager
Pepper Advantage
Uxbridge
2024.03 - Current
Assist in leading strategic direction and delivery of quality assurance (QA) function across operational areas to ensure robust processes and effective customer outcomes.
Support development and implementation of QA strategy and frameworks that comply with regulatory requirements and principles of treating customers fairly (TCF).
Provide guidance and mentoring to QA team members to foster a culture of high performance through coaching and resource planning.
Quality Assurance Manager
Pepper Advantage
Uxbridge
2015.01 - 2024.02
Facilitated collaborative working environment, improving communication between team members and departments.
Ensured customer satisfaction by maintaining rigorous product inspection standards before dispatch.
Streamlined operational processes to enhance productivity without compromising on quality.
Conducted regular audits to ensure regulatory compliance.
Developed comprehensive quality control procedures ensuring optimal product manufacture.
Initiated timely corrective actions whenever defects were identified during audits.
Implemented preventive measures reducing incidents of nonconformance with set standards.
Maintained up-to-date knowledge of industry trends and regulations, aiding in informed decision-making processes.
Collaborated with other department heads, improving overall company operations and efficiency.
Updated individual service audit spreadsheets with review results.
Quality Assurance Specialist
Pepper Advantage / Oakwood
Kensington
2013.07 - 2014.12
Improved production processes with thorough evaluation and feedback.
Devised comprehensive test plans for effective product evaluation.
Collaborated with cross-functional teams, ensured consistency across all operations.
Instigated corrective actions following non-conformances in QA audits.
Drafted reports detailing audit findings and corrective actions.
Tracked quality metrics and implemented strategies to address underperforming areas.
Trained and mentored direct reports within Quality Assurance department.
Credit Analyst
State Bank of India
London
2013.01 - 2013.07
Managed the asset management function with sole accountability.
Conducted audit of loan book, identifying non-compliant or unenforceable loans and recommending remediation or restructuring.
Developed procedural enhancements to improve new loan processing.
Produced monthly provisioning reports for submission to the International Banking Group.
Compiled quarterly arrears and possessions reports for the Council of Mortgage Lenders.
Contributed to the Buy-to-Let lending policy, including drafting, formatting, and presenting to the Bank’s Risk Committee.
Participated in change management team, shaping strategy to ensure compliance with Mortgage Market Review.
Supported development of a new MI system for enhanced reporting.
Researched and authored the Bank’s Property and Valuations policy for BTL mortgages.
Identified key risks impacting Retail Credit and developed a risk matrix.
Designed and implemented a new Buy-to-Let application form.
Mortgage Underwriter
The Mortgage Works (Nationwide Building Society)
Bournemouth and London
2009.01 - 2012.08
Facilitated review and underwriting of buy-to-let mortgage applications by critically assessing credit bureau data and proposal feasibility.
Managed a £400,000 lending mandate, ensuring all approvals were justified and adhered to lending guidelines.
Championed fraud prevention by collaborating with special investigations and leading training initiatives to enhance team compliance.
Leveraged extensive experience to mentor new starters while providing continuous support to less experienced colleagues.
Led quality assurance efforts, delivering feedback and conducting audits to ensure compliance and support mandate approvals.
Compiled comprehensive proposals for large loan cases over £1 million, ensuring thorough preparation for credit committee discussions.
Conducted thorough investigations of arrears cases, identifying fraud or negligence while pursuing third-party compensation to mitigate losses.
Caseowner
The Mortgage Works (Nationwide Building Society)
Bournemouth
2005.05 - 2009.01
Processed mortgage applications from initial submission through to release of funds, ensuring accuracy and regulatory compliance.
Verified KYC and AML documentation to meet compliance standards.
Delivered training and development for new starters.
Managed high call volumes, providing clear updates and resolving complex cases.
Liaised with solicitors to resolve queries and ensure all offer conditions were met prior to fund release.
Ensured fair treatment of customers in all interactions.
Took a leading role within the team, handling complex ad hoc queries beyond normal remit.
Consistently met or exceeded KPIs for volume and quality, maintaining accuracy under pressure.
Education
Post Graduate Certificate - Spatial Planning
Oxford Brookes University
Oxford
2006.09 - 2008.05
Bachelor of Arts (Joint Hons) - Geography and American Studies
University of Wales Aberystwyth
Aberystwyth
1996.09 - 1999.06
A-Levels - (Geography, History and Chemistry)
The Holt School
Wokingham
GCSEs -
The Holt School
Wokingham
Skills
Consumer duty champion
Strategic quality assurance
Regulatory and risk expertise
Data-driven decision making
Process innovation
Project leadership
Stakeholder governance
People leadership
Training and capability building
Policy development
Timeline
Senior Operational Quality Manager
Pepper Advantage
2024.03 - Current
Quality Assurance Manager
Pepper Advantage
2015.01 - 2024.02
Quality Assurance Specialist
Pepper Advantage / Oakwood
2013.07 - 2014.12
Credit Analyst
State Bank of India
2013.01 - 2013.07
Mortgage Underwriter
The Mortgage Works (Nationwide Building Society)
2009.01 - 2012.08
Post Graduate Certificate - Spatial Planning
Oxford Brookes University
2006.09 - 2008.05
Caseowner
The Mortgage Works (Nationwide Building Society)
2005.05 - 2009.01
Bachelor of Arts (Joint Hons) - Geography and American Studies
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC