Sukie Sidhu
Melbourne,Derby
Summary
- A dynamic and ambitious professional with a strong background in banking and financial services with 27 years HSBC experience across a variety of senior roles.
- Unique skills include strategic planning, stakeholder management and business management, contributing to overall business growth and success.
- A strategic thinker and intellectually curious, this warm and empathic influencer is known for acting with pace, bringing people together and making things happen.
- Recent experience as the Business Support Manager to the CEO of M&S Bank across a 4-year period acting as a trusted advisor and providing high level strategic, operational and administrative support to ensure the CEO's time is optimized, strategic priorities are executed, and the executive office functions smoothly.
- Exceptional organisational skills and enjoys working in a high pressure environment where agility and resilience is required.
- Career history includes large scale leadership roles within Branch Banking and recent experience across head office roles in Commercial and Wealth & Personal Banking.
Overview
27
27
years of professional experience
2028
2028
years of post-secondary education
Work history
Business Support Manager to CEO
M&S Bank plc
Chester, Cheshire
2021.11 - Current
- Assist the CEO in developing, tracking, and executing strategic initiatives.
- Prepare briefing notes, agendas, and documentation for internal and external meetings with partners.
- Lead and drive the MSB People Plan
- Support the CEO in fulfilling their responsibilities under the Senior Manager Regime ensuring all regulatory obligations are met.
- Provide project management support for strategic and transformation initiatives.
- Oversee follow-up on key decisions and action items arising from executive meetings.
- Support the preparation of board and committee materials in coordination with the Company Secretary.
- Proactively anticipate and cater to CEO's needs in advance of meetings, conferences and travel.
- Full ownership for planning and executing all ExCo offsite events, strategy sessions and workshops.
- Cultivate and maintain strong and effective relationships with key external partners and stakeholders in support of the CEO's executive activities.
Head of Root Cause Analysis & Quality Assurance
HSBC
Birmingham , West Midlands
2018.04 - 2021.10
- Head of RCA for UK Commercial Banking during a busy period of change, navigating many significant change programs and events: inter alia: digitalization of client journeys, customer remediation challenges and the COVID19 response
- Worked at pace with journey owners to identify emerging issues and risk through complaint feedback
- Designed and implemented the Complaints RCA framework across the UK
- Designed and led the Complaints RCA Forum, attended by senior stakeholders, demonstrating ownership and accountability of reoccurring process failings and the solutions
- Achievements included: initiating a programme to train branch colleagues
- 150 Emerging Issues raised by complaints handlers of which c.140 fixes implemented preventing further complaints
- Championed a culture of 'good' governance and professionalized root cause analysis methods to meet regulatory standards in accordance with FCA DISP rules
- Created new reporting and MI for Senior Management to measure success of remedial actions
Cultural Change Manager
HSBC
London
2017.01 - 2018.04
- Head hunted into pilot role to inject pace into several priority people and customer projects: led the following work streams: Customer Communication Improvements (Sponsor: Head of Commercial); Full Scale Culture Review (Sponsor: Head of Business Banking;); Improving Customer Satisfaction in Relationship Management (Sponsor: Head of Customer Experience)
- Responsible for the end-to-end delivery of all strategic initiatives to improve Charterhouse customer satisfaction scores in 2017/18 working with a range of stakeholders to improve customer journeys, client meeting formats, client ideas and solutions materials, whilst increase employee engagement within customer processes
- Culture committee representative for Commercial within HSBC UK Group working group
Senior Manager, Customer Experience (Secondment)
HSBC
2016.09 - 2017.01
- A key Head Office role within Retail Customer Experience responsible for leading and driving CX projects focused on improving customer satisfaction as measured by the Customer Recommendation Index and internal survey scores
- Working with key stakeholders and functions to improve the customer experience through a 'Continuous Improvement' methodology
- Propositional development of 'JADE'; including re-mapping of the client contact strategy; and re-designing the Premier Journey
- Responsible for written updates for the Premier and Wealth Management Committee and Run the Bank Committee
Senior Manager, Customer Experience (Secondment)
HSBC
2016.02 - 2016.09
- Regional lead responsible for bringing the CX strategy to life and representing our customer activity for Retail Branch network in North Region
- Responsible for working closely with key stakeholders within Service Recovery and Centre of Excellence to improve experience for customers by establishing root cause of complaints
- Led the creation of Area Director Customer Plans to enhance overall branch experience
- Designed relevant interventions for under performance in Customer Satisfaction, Complaint Quality and First Point of Contact Resolution
- Owned the Customer Recommendation Index and communicated updates for the regional team
- Improved Regional Complaint Quality from 35% in February to 65% in July 2016, best in class nationally
- Increased performance through robust 121 Action plans with Area directors and Area board teams which were held and followed up monthly
Area Retail Director
HSBC
East Midlands
2010.12 - 2012.06
- Scale leadership role responsible for an FTE of 165, in 25 key retail branches, driving a positive culture to turn around historic under performance in revenue growth, improvements to customer and employee engagement and operational risk mitigation
- Robust stakeholder management was established leading engaging weekly Area Board Meetings that created more involvement from day one
- The area was moved to a leading position on the balanced scorecards in 2014 and 2015
- The teams were empowered to try new things and innovate for the customers and play a more involved role in local communities
Branch Director
HSBC
Leicester , Leicestershire
2008.01 - 2009.09
- Promoted to lead the team of 70, responsible for sites at Clock Tower, plus the surrounding teams in five additional branches
- Outperformed as Branch Director, with the team leading the way on, Mortgages, Premier and Wealth cross sales
- Developed a significant talent pipeline of graduate and management trainees through to first managerial positions
- Worked significantly with local demographic of BAME employees to unlock career potential and talent through motivation and intense personal development
- Led and championed pilot initiatives and assisted with national roll-out plans; branch opening hours, flexible contracts, bi-lingual ATMs, branch of the future, enhanced sales processes, professional standards scheme
- Excelled in sales and team development through the coaching and developing of a fresh and motivated team
Assistant Branch Manager
HSBC
Leicester, Leicester
2007.01 - 2008.01
- Hired specifically to undertake a role which consisted of the branch closure and re-location of the main branch site in Leicester city centre into a customer-built new 'super' store site consisting of 4 floors and 70FTE
- Transitioned from a culture of underperformance and low engagement to Top branch site outperforming GCB4 branch peer group in retail sales, small business banking and premier and wealth cross sales
- Led recruitment and Onboarding programme of c.35 new branch trainees
- Led pilot initiatives including branch opening hours, flexible contracts, enhanced self-serve tools and machinery
Area Retail Sales Manager
HSBC
North Midlands
2006.01 - 2007.12
- Remote leadership role of a portfolio of 12 branches of the newly merged North Midlands area, geographies across Stoke/Lincolnshire/Nottinghamshire/Derbyshire
- Strong performance across all areas of the balanced scorecard
- Strong risk audit results and effective performance management challenges
Commercial Relationship Manager
HSBC
2004.01 - 2005.12
- Managed portfolios in Burton-on-Trent Commercial Centre
- Outperformed peer group in the acquisition of switcher accounts +200% of target
- Improved customer satisfaction which was measured through C-SAT surveys from 35% to 79%
- Achieved grow across both portfolios - and promotion because of success
- Led local professionals and client networking events
Retail Branch Management Training Programme
HSBC
1998.06 - 2003.12
- On-boarded into HSBC's Management Training programme in 1998: with training posts as follows: Commercial officer; Senior branch clerk; and Sales counsellor
- Junior management postings then followed as: Service and Sales Manager; Commercial Relationship Manager and Retail Branch Manager
Education
Bachelor of Science - Financial Services
Institute of Financial Services
London 2000.07 - 2004.04
Diploma - Financial Services Management
Institute of Financial Services
London 1998.06 - 2000.10
Accredited Executive Business Coach - undefined
Academy of Executive Coaching
Equality and Diversity Level 2 -
Moulton College
A levels - German, Business Studies, English Literature, Panjabi (Language)
11 GCSEs - 5 A's and 6 B's
Skills
- Executive Report Writing
- Strategic Thinker
- Corporate Governance
- Regulatory Compliance
- C-Suite Executive Support
Affiliations
- Badminton, Strength Training, Grassroots Youth Football
References
References available upon request.
Timeline
Business Support Manager to CEO
M&S Bank plc
2021.11 - Current
Head of Root Cause Analysis & Quality Assurance
HSBC
2018.04 - 2021.10
Cultural Change Manager
HSBC
2017.01 - 2018.04
Senior Manager, Customer Experience (Secondment)
HSBC
2016.09 - 2017.01
Senior Manager, Customer Experience (Secondment)
HSBC
2016.02 - 2016.09
Area Retail Director
HSBC
2010.12 - 2012.06
Branch Director
HSBC
2008.01 - 2009.09
Assistant Branch Manager
HSBC
2007.01 - 2008.01
Area Retail Sales Manager
HSBC
2006.01 - 2007.12
Commercial Relationship Manager
HSBC
2004.01 - 2005.12
Bachelor of Science - Financial Services
Institute of Financial Services
2000.07 - 2004.04
Diploma - Financial Services Management
Institute of Financial Services
1998.06 - 2000.10
Retail Branch Management Training Programme
HSBC
1998.06 - 2003.12
Accredited Executive Business Coach - undefined
Academy of Executive Coaching
A levels - German, Business Studies, English Literature, Panjabi (Language)
11 GCSEs - 5 A's and 6 B's
Equality and Diversity Level 2 -
Moulton College