Representative experience

Provided training for the complaints function of a consumer credit firm to ensure the correct identification and handling of complaints and fair customer outcomes.

Designed online compliance training modules and testing for a new retail bank, including Treating Customers Fairly, Financial Crime, and Customer Vulnerability.

Supported senior managers with SM&CR interview preparation and provided one-to-one coaching to assist in the performance of their role.

Performed an analysis of knowledge gaps and training needs for senior managers in preparation for SM&CR.