Victoria Llewellyn
Gloucester,Gloucestershire
Summary
Committed manager with exceptional leadership, organisational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth. Comfortable working on my own or leading a team, strong interpersonal and influencing skills. A driver of continuous improvement. Highly self- motivated and tenacious with a professional positive attitude. Dedicated team player, proactive and hands-on in task completion.
Overview
28
28
years of professional experience
1
1
year of post-secondary education
Work history
OPERATIONS/ HR MANAGER
The Mortgage Branch Ltd
Cheltenham, Gloucestershire
2023.07 - Current
- Manage the daily operations of the organization, ensuring efficient and effective functions.
- Developed and implemented operational policies, procedures, and guidelines to optimize processes and improve productivity.
- Collaborated with department heads to understand their operational needs and provide effective solutions.
- Analysed operational data and reports, identified areas for improvement and implemented strategies to enhance efficiency.
- Managed supplier relationships and procurement processes ensuring cost effective purchasing of goods.
- Adhered to compliance regulatory requirements, safety standards, and company policies.
- Oversee facilities management, including maintenance, security, and office space planning.
- Developed and implemented HR strategies, policies, and programs to attract and retain employees.
- Kept managers and employees updated on wide range of employment relations related to performance, attendance and discipline.
- Advised senior management on employee corrective actions.
- Implemented business HR policies by guiding and collaborating with managers.
- Managed leavers processes, end-of-probation reviews, changes to appointments.
- Coordinated high quality inductions and seamless onboarding procedures for 5+ new starters.
- Recruited, hired and trained new employees to optimise profitability.
Senior Commercial Case Manager
The Commercial Branch Ltd
Cheltenham, Gloucestershire
2021.01 - 2023.07
- Managed the day-to-day administration of commercial cases including large development projects, bridging loans, commercial property purchases.
- Liaised/negotiated with key stakeholders including customers, brokers, solicitors and finance corporations.
- Supported the customer/client from application to completion of commercial finance.
- Invoice account management.
- Maintain and update the CRM.
- PA support to the Directors and Commercial Brokers.
- Office Management including liaising with suppliers, admin colleagues and landlords.
- Delivered fair customer treatment by operating within regulatory requirements.
Teaching Assistant
Kingsholm Primary School
2018.10 - 2021.01
- Stop gap as looking to return to the corporate/financial working world.
Customer Experience & Communications Manager
Lloyd's Banking Group
, National
2008.06 - 2018.05
- Enhanced the customer and stakeholder experience through supporting key business relationships
- Managed key customer communications including loans, banking, and savings.
- Streamlined customer communications ensuring ‘Tone of Voice'
- Analysed and communicated key findings to key business relationships
- Led and co-ordinated improvements across the mortgage business.
- Provided support to stakeholders/CEO and business areas, acted as subject matter expert on change projects.
- Elevated the customer focus and a continuous improvement culture throughout the business using NPS/ Customer experience feedback tools.
- Ensured all activities are carried out within risk and regulatory guidelines.
Mortgage Sales Support Manager
Lloyd's Banking Group
Gloucester, Gloucestershire
2007.04 - 2008.06
- Managed and lead a team of 7 FTE in complaints on mortgages.
- Managed specialist mortgage cases for mortgages telephony.
- Provided subject matter expertise on complaints for all business areas.
- Increased awareness of complaints throughout mortgages telephony.
- Identified key complaint trends and issues and highlighted to management working with business areas to make improvements.
- Developed and coached team members to assist with career progression.
Customer Services Team Leader
Lloyd's Banking Group
Gloucester, Gloucestershire
2006.09 - 2007.04
- Managed a team of 26 FTE in customer services for mortgages.
- Elevated excellent customer service and reward.
- Complaint handling from external/internal customers
- Developed and coach team members for career progression.
- KPI/ SLA goals achieved.
- Demonstrated sound decision-making using authority to refund/ waive charges.
- Managed departmental budget.
Sales Office Manager/ Project Supervisor
Abbey Furnishings Ltd
2005.11 - 2006.09
Holiday Representative
TUI UK Ltd
2001.04 - 2004.11
Administrator
Autofill Worldwide Ltd
2003.11 - 2004.03
Mortgage Advisor
Norwich & Peterborough B/S
2000.10 - 2001.04
Mortgage Advisor
Cheltenham & Gloucester Bank
1997.01 - 2000.01
Sales Advisor
Gloucestershire Echo
1996.01 - 1997.01
Education
GCSEs - Maths, English, Science, German, Drama, Information studies.
Oxstalls Community School
NVQ Level 3 - Customer Service
Northcliffe Newspapers
GCSEs - Spanish
Cheltenham College
NVQ Level 3 - Specialist Support for Teaching and Learning in Schools
Parents & Teachers Association
Influencing & Stakeholder Management - undefined
Lloyd's Banking Group
Positive Personal Impact - undefined
Lloyd's Banking Group
Myers Briggs - undefined
Lloyd's Banking Group
Lean - Yellow belt - undefined
Lloyd's Banking Group
Foundation Certificate in People Practice
CIPD
2023.01 - 2024.04
Skills
- Strong leadership and communication
- Relationship and influencing
- Highly organised, retentive and focused
- KPI/SLA experienced
- Adaptable and confident in a diverse range of situations
- Ability to analyse and extract key trends
- Extensive knowledge of the financial industry and regulations
- HR Level 3 qualified
- Problem-solver
- Recruiter qualified
- Staff development
- Performance management
- Employment contracts
- Hiring and training
- Customer-focused
A bit about me...
Reading, walking, going to the theatre and outdoor activities with my family.
I love being outdoors. I am currently furthering my education in HR, an area I find intersting and believe it is important to continue educating yourself.
Practising self care and mindfullness.
Timeline
OPERATIONS/ HR MANAGER
The Mortgage Branch Ltd
2023.07 - Current
Foundation Certificate in People Practice
CIPD
2023.01 - 2024.04
Senior Commercial Case Manager
The Commercial Branch Ltd
2021.01 - 2023.07
Teaching Assistant
Kingsholm Primary School
2018.10 - 2021.01
Customer Experience & Communications Manager
Lloyd's Banking Group
2008.06 - 2018.05
Mortgage Sales Support Manager
Lloyd's Banking Group
2007.04 - 2008.06
Customer Services Team Leader
Lloyd's Banking Group
2006.09 - 2007.04
Sales Office Manager/ Project Supervisor
Abbey Furnishings Ltd
2005.11 - 2006.09
Administrator
Autofill Worldwide Ltd
2003.11 - 2004.03
Holiday Representative
TUI UK Ltd
2001.04 - 2004.11
Mortgage Advisor
Norwich & Peterborough B/S
2000.10 - 2001.04
Mortgage Advisor
Cheltenham & Gloucester Bank
1997.01 - 2000.01
Sales Advisor
Gloucestershire Echo
1996.01 - 1997.01
GCSEs - Maths, English, Science, German, Drama, Information studies.
Oxstalls Community School
NVQ Level 3 - Customer Service
Northcliffe Newspapers
GCSEs - Spanish
Cheltenham College
NVQ Level 3 - Specialist Support for Teaching and Learning in Schools
Parents & Teachers Association
Influencing & Stakeholder Management - undefined
Lloyd's Banking Group
Positive Personal Impact - undefined
Lloyd's Banking Group
Myers Briggs - undefined
Lloyd's Banking Group
Lean - Yellow belt - undefined
Lloyd's Banking Group