Emma Whittle

Line Management of Back Office Correspondence Administration Colleagues ( Circa 14 Direct Reports ). Own day to day Management of the team and the productivity, efficiency and overall performance of its individuals. Regular Monthly 1-2-1 Process Observation and Development Reviews. Proactive identification of skills/risk and process gaps. Serve as point of escalation for challenging and unique customer cases. Identify trends both positive and negative and quickly and appropriately escalate any issues, leading with potential solutions. Develop action plans to improve performance. Work with each colleague to drive best practice and implement behaviour and performance improvement where required. Implementation of other changes driven by regulatory or delivery models changes. Collaboration with internal and external stakeholders. Deliver on Area Targets, Service Level Agreements and Team KPI’s Understanding of legal and regulatory requirements e.g Data Protection Deliver interactive Group Coaching Session monthly