- Designed new training to replace current induction courses in all Barclays contact centres in the UK.

- To improve retention of new entrants, ensured new training was relevant and innovative.

- Developed bespoke versions for other business areas within the contact centres, including local business and direct sales.

- Designed role-plays for both training and assessment of delegates.

- Provided sales and process coaching for new team being set-up to advise customers on buying property abroad.

- Assessed team to ensure they were at the required level of competence for giving mortgage information to customers.

- Advised the project on suitable training solutions to improve the effectiveness of the team.

- Designed training workbook for the Barclaycard Payment Protection Insurance (PPI) to make it more tailored to the customers needs.

- Conducted Training Needs Analysis (TNA) to ensure solution complied with the changes to the ICOB rules and the needs of the customer.

- Delivered training to very tight deadlines and advised project team to ensure the solution met the needs of the business, delegates and customers.

- Designed training workbook and coaching solutions to introduce new ICOB rules for Payment Protection Insurance (PPI) across the Group.

- Project managed the implementation of new training and updating of BAU materials.

- Advised project on appropriate solutions to ensure ICOB rules were followed and implemented in a compliant manner.

- Designed workbook and face-to-face training solutions to increase sales of GI products, e.g. Payment Protection Insurance (PPI), in the Local Business teams.

- Conducted Training Needs Analysis (TNA) to determine correct solution and to ensure it was fit for purpose.

- Cascaded training to 1,500 Local Business Managers across the UK.

- Developed sales aids to ensure the products were sold compliantly and effectively.

- Delivered train the trainer to regional team as part of cascade.

- Advised project on effective techniques to ensure sales were maximised in a compliant manner.

- Designed distance learning training solution to support new and innovative Travel Money Card. (Replacement for Travellers Cheques).

- Delivered training to over 1,700 Branches and Telephony Team of 400.

- Worked with Stakeholders in United States and UK to ensure training was fit for purpose.

- Advised project on sales process for the card to ensure it was compliant and delivered a good customer experience.

- Raised any risks / issues as they appeared and recommend appropriate solutions.

- Project managed, designed and delivered training and assessment solutions for joint venture between FDI and Barclaycard to sell Payment Protection Insurance (PPI).

- Delivered to very tight deadlines after project had issues with previous internal training supplier.

- Conducted Training Needs Analysis (TNA) to determine appropriate solution and to ensure it met the needs of both parties in the joint venture.

- Advised project on the sales process to ensure it met the FSA ICOB (Insurance Conduct of Business) rules and was ‘fit for purpose’.

- Advised FDI on implementing their T&C Scheme to ensure they were putting in to operation the required regulatory framework.

- Liased between Barclaycard, FDI and external trainers / assessors to ensure the project was implemented smoothly.

- Raised any risks / issues as they appeared and recommend appropriate solutions.

- Project managed, designed and delivered training and assessment solutions for joint venture between TSC and Barclays to sell Barclays Home Insurance.

- Delivered project to very tight deadlines to meet contract agreements.

Advised project on the sales process to ensure it met the FSA ICOB rules and was ‘fit for purpose’.

- Conducted Training Needs Analysis (TNA) to determine most effective solution and to ensure it met the needs of both parties in the joint venture.

- Advised TSC on implementing the Barclays T&C Scheme to ensure they were putting in to operation the required regulatory framework.

- Raised risks and issues where project was potentially breaching FSA guidelines and recommend appropriate solutions.

- Acted as liaison between Barclays and TSC to ensure the overall project met the requirements of both groups.

- Advised TSC on the PC based sales scripts to ensure they gave the Seller the appropriate support and matched the sales process.

- Delivered ‘train the trainer’ to TSC trainers to ensure they could train and assess new staff as part of business as usual.

- Conducted floor walking to ensure calls were being completed to the agreed process.