Direct management responsibility of a team of 10 subject matter experts (regulatory specialists, litigation solicitors and derivative structurers). - Drive constant process and efficiency improvements across the entire Project, consisting of 70 people at its peak. - Overall Project Manger on ad hoc projects in the broader CDL department, notably for review and re- assessment of historic complaint handling. - Oversight of all challenges for eligibility for inclusion into the s.166 Review (Classification, Company Act Test, BIPRU as well as KYC checks). - Recruited and trained new staff in complex derivative structures, FRLs and FOS process. - Representative to Lloyds Bank FRL Working Group to redesign the BAU sales process. - Chairman of ‘Complaints Panel’ for IRHPs and FRLs, consisting of senior representatives from compliance, sales, legal and complaints. - CDL representative to the UK wide Lloyds Commercial Bank Control Function conference.

- Reviewed historic sales by considering the lending position and the trades executed to determine compliance of the sale to the Bank’s standards and appropriateness for the Customer’s requirements. - Liaised with external legal advisors where the Customer had alleged a specific legal breach. - Presented the findings to senior stakeholders from compliance, legal, sales and complaints for approval. - Where any redress was due, conducted credit modelling and structured the redress trade to be executed and presented for sign off of up to £1m per individual Customer. - Due to previous experience at FOS, recommended that FRLs were considered in the same process and wrote the Lloyds Bank Review and Remediation Manual as well as the Review Template for all FRLs. - Assisted in training new staff to fully understand complex derivative structures and investigate suitability of trades in a methodical manner.

- Reviewed sales standards of various banks, COB, COBS and TCF to establish minimum regulatory standards from the view of FOS. This ultimately resulted ultimately in the decisions published on the FOS website which established the FOS approach on IRHPs. - Made recommendations on key considerations, including standards to be applied for advice, considerations in determining a new point of sale, what would constitute a money award and helped refine the scope of FOS jurisdiction on micro-enterprise. - Became subject matter expert in commercial jurisdiction and provided input for the re-write of the FOS Commercial Jurisdiction Guidance. - Trained new staff in derivatives, interest rate hedging and jurisdiction. - Helped establish the FOS approach on sale of loans with similar financial implications as IRHPs (FRLs / TBLs), specialising in NAB TBLs, and issued the first adjudication to indicate the FOS’s view.

- Set up a course teaching Mediation Skills to Russian lawyers as a post-graduate course. - Designed and taught a course in International Dispute Resolution and helped with teaching of UK Constitutional Law course. - Taught a course in Public International Law to undergraduate students hoping to compete in the Philip C. Jessup Moot Court Competition.

- Assessed information provided by the Business and the complainant, requesting further clarification or information where warranted and issued adjudications. - As part of the Flagship ES Team, alongside 9 others was responsible for review of Aviva (Morley) Income Fund complaints following the FCA fine due to incorrect risk classification of the fund. - Took over as lead for all Aviva Global (Morley) Income as well as Distribution Fund complaints and held meetings with the Bank and Lead Ombudsman following the Bank’s decision to proactively review and redress customers. - Promoted as a subject matter expert in general banking, responsible for providing technical advice to adjudicators reviewing general banking complaints. - Reviewed complaints being referred to the ombudsman to ensure the adjudicator had conducted a full investigation, adhering to service standards and reached the correct conclusion. Where the investigation and outcome were satisfactory, drafted the decision for the ombudsman to review and sign off.

- Monitored Committee proceedings and drafted Daily Notes summarising activities for distribution to Committee Members. - Researched human rights issues in Tunisia and Botswana and recommended follow up questions for the Members. - Acted as liaison between the Secretariat, Committee, various NGOs and the Press.

Law, Law

Law, Law