Tracey Lawlor
Plumstead,London
Summary
An award winning and result orientated leader with over 20 years experience in the Financial Sector. Recognised for strategic foresight and ability to deliver tangible results. Excelling in designing and executing robust strategies and leading crucial operational change initiatives that streamlined operations and boosted profitability. Known for an engaging leadership style that drives team success, organisational growth and positive customer and staff satisfaction results. Excellent wealth of regulatory knowledge and insights with a keen eye for risk mitigation, prevention and detection across multi discipline areas.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work history
Interim Head of Payments and Reconciliation
Starling Bank
London
02.2025 - Current
- Completed regulatory and scheme gap analysis for Starling payment journey.
- Led initiatives across payment operations to improve efficiency resulting in FTE savings and reduced SLA by 50%.
- Reduced Retail Chargeback SLA by 30% by implementing process improvements.
- Implemented process to up skill Starling customer service team which reduced handoffs by 50% and improved customer service.
- Created Business Impact Assessment and Continuity of Business plans.
Deputy Director of Financial Crime
Starling Bank (Role made redundant in restructure)
London
02.2024 - 01.2025
- Responsible for day to day running of the department (circa 650 staff plus 500 contractors)
- Responsible for developing the Fraud strategic plan.
- Led successful implementation of Mandatory Reimbursement changes in October 2024.
- Introduced new operating frameworks to optimise operations, improve quality for customers and staff.
- Improved staff engagement results by 2% and reduced annual costs by £10 million by introducing process efficiencies in CDD and EDD departments.
- Created a number of cross department projects which include training and competency framework, account closures framework and performance framework improving performance, reducing cost and SLAs.
- Organised workshops to boost staff morale and productivity including creating and leading Leaders of the Future training programme.
- Championed customer-centric approach, resulting in enhanced customer outcome results by 30% .
- Developed crisis management strategies to address unforeseen challenges.
Deputy Director of Banking Operations
Starling Bank
London
03.2023 - 02.2024
- Responsible for day to day running of the department (650 staff).
- Promoted unity among teams through effective and consistent communication of clear vision and values.
- Driven continuous operational improvement - reducing SLAs by 50%, improving quality from 68% to 94%, reducing complaint volume by 35%.
- Supported the wider exec team with the development of initiatives and opportunities.
- Led internal teams to develop new operating opportunities to enhance service delivery for staff and customers.
- Engaged teams to empower them to challenge processes to drive efficiencies with continuously improving engagement scores.
Head of APP, Card Fraud
Starling Bank
London
03.2022 - 03.2023
- Responsible for day to day management of department (100 staff).
- Introduced a number of new initiatives to engage teams and drive cultural change.
- Maintained positive stakeholder relations by addressing problems head-on and implementing successful corrective action plans.
- Challenged the Exec team to implement changes to policy and approach on fraud and scam cases.
- Displayed energy and enthusiasm in fast-paced environment.
Head of Complaints, Relationships and Citiphone
Citibank
London, England
09.2019 - 03.2022
- Received CEO award for impact on customer service.
- Managed team across four global sites.
- Created roadmap action plan to implement change and deliver on closed loop.
- Achieved cost saving while improving NPS by 20% and FCR by 42% in period of budget constraints.
- Led and successfully implemented new technology project initiatives to improve customer experience including introducing mobile app digital chat, IVR sustainability using mobile token and 3DS secure project.
- Led on project to implement FCA Vulnerable Customer guidance across the bank.
- Led on project "client obsession" to drive changes and improvements in customer satisfaction.
- Managed COVID19 response for complaints and call centre within 48 hour time period of introduction of lockdown.
- Reduced FOS referrals by 22% and complaint volumes by 15%.
- Led, managed and implemented contact / call functions including staffing/capacity planning, training, automated call distribution (ACD), technology, MIS ensuring that everything is inline with Citi Global policy, local guidance and FCA expectations.
Ombudsman Manager Grade Two
Financial Ombudsman Service
London, England
01.2017 - 09.2019
- Issued legal binding decisions across array of product areas from banking, fraud, scams, pensions, insurance and consumer credit.
- Led on adopting external recommendations and implementing new ways of working (Lean Model) with select group of Ombudsman Managers.
- Developed and supported team to exceed their objectives, on average exceeded objectives by 20%.
- A key member of the working group which set FOS approach to fraud and scam cases.
- Accountable Ombudsman for POCA cases, setting FOS approach and producing annual training for all staff in organisation.
- Built and maintained FOS relationship with CIFAS and SIRA.
- Responsible for reviewing and signing off associate Ombudsman and Ombudsman Managers decisions and accrediting them in General banking, Fraud and scam and POCA cases.
Team Manager
Financial Ombudsman Service
London, England
06.2013 - 01.2017
Adjudicator
Financial Ombudsman Service
London, England
05.2011 - 05.2013
Education
Scottish Qualifications Certificate - Dispute resolution
Queen Margaret University College, Edinburgh
Edinburgh 09.2012 - 02.2013
Loreto Convent Balbriggan
Dublin 09.1998 - 06.2004
Skills
- Project planning and co-ordination
- Process improvement planning and implementation
- Change management
- Coaching and mentoring
- Critical thinking and decision making
- Excellent time management skills
- Exceptional communicator
- Negotiation and mediation skills
- Issue and conflict resolution
- Operational performance tracking
- Systems implementation
- Strategic planning
- Engaging leadership style
Timeline
Interim Head of Payments and Reconciliation
Starling Bank
02.2025 - Current
Deputy Director of Financial Crime
Starling Bank (Role made redundant in restructure)
02.2024 - 01.2025
Deputy Director of Banking Operations
Starling Bank
03.2023 - 02.2024
Head of APP, Card Fraud
Starling Bank
03.2022 - 03.2023
Head of Complaints, Relationships and Citiphone
Citibank
09.2019 - 03.2022
Ombudsman Manager Grade Two
Financial Ombudsman Service
01.2017 - 09.2019
Team Manager
Financial Ombudsman Service
06.2013 - 01.2017
Scottish Qualifications Certificate - Dispute resolution
Queen Margaret University College, Edinburgh
09.2012 - 02.2013
Adjudicator
Financial Ombudsman Service
05.2011 - 05.2013
Loreto Convent Balbriggan
09.1998 - 06.2004
Similar Profiles
Adrian LeiAdrian Lei
Credit Data Scientist at Starling BankCredit Data Scientist at Starling Bank
Onyeka Franklin OhachuOnyeka Franklin Ohachu
Complaint Handler/Dispute Resolution Officer at Starling BankComplaint Handler/Dispute Resolution Officer at Starling Bank
Andrew ClarkeAndrew Clarke
Periodic Review Analyst at Starling BankPeriodic Review Analyst at Starling Bank
Patricia NielsenPatricia Nielsen
Learning Support Assistant at Millennium primary schoolLearning Support Assistant at Millennium primary school
Adewole AdebanjoAdewole Adebanjo
Electrician Mate at DACCElectrician Mate at DACC