1. What does your role consist of at Shawbrook Bank?

I’m essentially responsible for the management of Shawbrook’s customers once their loan has completed (excluding arrears accounts). This currently encompasses three of our lending businesses, commercial, secured and consumer, with the bulk of activity being on the commercial side - so it’s quite a varied role!

Key areas of responsibility include implementing all operational processes and policies necessary for the ongoing management of each portfolio, managing our third-party service providers, and the customer journey. I also manage our in house post-completion team, which currently consists of seven team members. The teams are split in a similar way to our new commercial business team, with dedicated members for the short term and term portfolios. To work in post-completion it is vital to have a good understanding of the pre-completion process, so there is also a lot of interaction with the new business teams.

2. When did you start working there and what is your past experience?

I’ve been working within the industry for 10 years now, all in the post-completion arena. I joined Shawbrook in my current role in May 2011. Prior to that, I worked for Commercial First within the operations department, looking after the team responsible for managing enquiries from the existing customer book.

3. Did you always want to be in finance?

I started out as a PA but didn’t have a preference as to the industry I worked in. It was only when I joined Commercial First that I realised finance was where I wanted to be.

4. What exciting plans do you have in the next six months at Shawbrook? Lots! New products, new initiatives – watch this space.

5. If you were to be stranded on a desert island, what one thing would you take with you? A good book, probably one by Murakami, to pass the time while I await rescue.

6. Who is your idol? Probably a bit of a cliché but I would say my dad, both in terms of his business and personal achievements.

7. How do you think the industry will change in the next year? Speaking broadly, I think we will certainly see increasing regulation which will have a significant impact on the industry as a whole. We welcome the challenges and I know that Shawbrook is dedicated to supporting our business partners through this period of change to ensure positive outcomes for the customer.

8. If you could have one superpower what would it be and why? To be able to click my fingers and be at my chosen destination. I love to see the world but detest travelling to the destination. I’d also save plenty of time at work so could get more done!

9. What one thing would you change about the industry? The industry has been through a rough patch over the past few years and suffered somewhat in terms of reputation. From a Shawbrook perspective, there is an intense focus on sustainable lending, transparency and doing what is in the best interest of the customer. We’re confident that these messages will filter through all our business partners to help overcome any on-going sensitivity with regard to the specialist lending space.

10. What is the hardest part of your job, and what part do you love the most? The hardest part is fitting everything in – there are so many opportunities, it’s deciding what to do first. The part I love most is when customers provide positive feedback on their experience with us - it makes all the hard work worthwhile. This content is for professional intermediaries only and should not be passed to potential clients