Bruce Rioch's Email Addresses & Phone Numbers

📖 Summary

A commercially focused and dedicated retail banking director with over 20 years retail distribution experience with Barclays, HBoS, Santander and now Metro Bank, Britain's first new High Street Bank in over 100 years. My reputation is built on consistently delivering outstanding performance across a mix of sales, service, operational risk, change and people management metrics. Colleagues would describe me as an enthusiastic, resilient and empowering leader who sets high standards, works cooperatively with key stakeholders and has the ability to develop and implement key strategic plans in order to deliver outstanding business performance. In addition, has very strong data analysis skills and is decisive with the outcome to ensure the business maintains a strong results focus. Awarded National Sales Manager of the Year 2002 through the National Sales Awards Programme, in association with the Chartered Institute of Marketing & Institute of Professional SalesHead of Microsoft Technology and Business Information @ A new role, with the core objective to own and develop all of Metro Bank’s Microsoft capability to enable outstanding propositions to our Customers and Colleagues, and to provide the business information that the Bank needs across all its Business units. This includes the driving the strategic direction of the Microsoft Dynamics CRM Online platform, incorporating SharePoint, Parature, Social Listening, Dynamics Marketing and more. In addition, takes responsibility for driving the Windows OS and Mobility capability, to focus on developing Colleague desktop, mobile and intranet experiences, as well as investing in productivity applications such as Office 365, Skype for Business, Power Apps and Delve. Responsible for the strategic agenda and delivery of enterprise-wide Business Information through Microsoft Power BI. From August 2015 to Present (4 months) London, United KingdomHead of Business Information and Customer Management Systems @ Led the development of an Operational Data Store to bring together data from multiple sources into one place. Brought to life Customer and Financial Information across the organisation by delivering an enterprise-wide Business Information solution through Microsoft Power BI, giving colleagues a single source of Business Information reporting and self-service analytics capability via desktop and mobile From February 2014 to August 2015 (1 year 7 months) London, United KingdomBusiness Lead - Customer Management Platform @ Implemented a Customer Management platform to support our colleagues in the delivery of outstanding customer service. In conjunction with the Windows 8 roll-out, delivered into the business: Microsoft Dynamics CRM - - Designed and Implemented a single customer view to ensure our Colleagues had access and excellent knowledge about the customers they talk to. - Put in place simple data capture processes to collect valuable interaction information from customer touch points, at the same time as providing the start point and MI for customer related workflows. - Implemented c25 business workflows, that enabled the seamless execution of multi-step processes ensuring great service to our Customers. - Developed the appropriate KPIs, provided the management information and performance dashboards that gave everyone in the organisation the right data in a timely manner to make great decisions. Microsoft SharePoint Online - - Completed re-developed the Metro Bank Intranet site to ensure colleagues were fully supported across a range of items that included a full knowledge base, online job vacancies, news items and much more! Yammer - - Launched Yammer as the core collaboration tool across Metro Bank to enable better communication across all Colleagues - A superb way to ask questions about what you don't know and have many other colleagues help you out. Microsoft Lync - - Implemented the Microsoft Lync communication platform that surfaces the presence of our people, enabling faster responses and improved overall communication, through the Instant Messaging, Screen Sharing and Video Calling features on offer. From December 2012 to January 2014 (1 year 2 months) Sales Director, Customer Channels @ A Director and member of the Management Committee of Santander Cards UK LTD with responsibility of delivering the sales objectives through all of the Santander channels (Branch, Telephony, Online and Direct) Key activities include -Strong leadership of a direct sales team as well as excellent engagement with channel directors and Divisional/Regional leadership. -Providing key strategic insight on the cards market and the development and agreement of sales plans with each of the channels. -Ongoing sales support, product launches and performance management through strong analytical insight From February 2012 to December 2012 (11 months) London, United KingdomPerformance Director @ A Director level role with accountability of delivering strong sales, service and operational performance across c230 branches in the biggest Division within Santander UK Successfully delivered strong performance improvements across the balanced scorecard through: -Strong Leadership, coaching and performance management of 15 Regional Managers. -High levels of engagement across all 230 branches -Continuously giving real clarity of expectations, with a clear understanding on how to deliver. -Management and successful implementation of change across the branch channel. -Integration of Bradford & Bingley and Alliance and Leicester brands into Santander. From June 2009 to February 2012 (2 years 9 months) Head of Sales Strategy, Planning & MI Delivery (Retail Distribution) @ Owner of the strategic sales plan and performance reporting for the HBoS branch network, Key activities include -Working with product areas and distribution directors to agree targets to ensure alignment with financial objectives, product and marketing propositions and sales force productivity expectations -Develop a sales target strategy for the retail network which compliments the sales forces and delivers against our sales targets, growth objectives and productivity plans. -Transform MI systems and solutions to enhance the sales analysis and management of network sales performance -Design and develop bonus / incentive schemes to drive sales and service performance of the retail network whilst maintaining cost of scheme within budget From November 2007 to June 2009 (1 year 8 months) Head of Performance (Retail Contact Centres) @ Accountable for the delivery of the product sales performance and lead generation across the call centre estate. (c6000 colleagues) Key activities include -Development of a CRM lead generation system to drive lead referrals from service transactions Re-design of the colleague bonus scheme to drive high quality sales performance -Transformation of the sales and service MI systems from a disparate and aging set of systems to a single web based solution for all 6000 colleagues -Develop and implement new KPIs to drive the right behaviours and measure contact centre performance From July 2006 to November 2007 (1 year 5 months) Head of Sales Operations (London North Region) @ Provide powerful leadership to drive sales, service and operational performance across c200 branches in London. Key activities include -Role models and creates an environment that empowers managers and colleagues to deliver great performance -Performance Management through effective interpretation of trends, management of sales campaigns and product launches in a way that enthuses front line colleagues and gains their advocacy. -Leads the implementation of major change programmes, working with the Head office to ensure benefit realisation. -Directs, drives, coaches and inspires the regional operational teams to deliver a stepped change in business and risk performance -Guardian of quality sales and risk management, driving compliance with all legislative and regulatory requirements and ensuring a focus on cost management. From July 2005 to June 2006 (1 year) Regional Mortgage Manager (London South) @ -Providing strong Leadership and Management to the Regions 75 Mortgage advisors to ensure delivery of the Mortgage and Protection objectives -Co-Designed and implemented the Regulated supervisory framework and operate as 2nd Line supervisor -Engage key stakeholder across the business to ensure strong collaboration cross sales forces From February 2004 to June 2005 (1 year 5 months) Area Retail Manager (London City) @ From June 2002 to January 2004 (1 year 8 months) Area Retail Manager (Kensington) @ From November 1999 to June 2002 (2 years 8 months) Bruce Rioch is skilled in: Retail Banking, Sales Management, Risk Management, Financial Services, Relationship Management, Banking, Change Management, Stakeholder Management, Outsourcing, Portfolio Management, Management, Financial Risk, Leadership, CRM, Coaching