Say hello to Vicki Wharton
Key Account Director
Over eighteen years’ experience working in Financial Services, eleven of which have been in senior leadership Improvement roles
Vicki has significant experience in leading large scale global transformation programmes. She has great energy and a high impact leadership style. She enjoys driving stakeholder advocacy for customer improvements through working collaboratively and leading teams with passion and enthusiasm.
Consulting experience
Transformation
Led & developed a major 2 year operations customer transformation programme for the world’s largest global retail bank, to deliver in excess of $250m.
Cost reduction
Leadership of a 1 year large scale major global bank operations cost reduction programme resulting in the deliver of multi-million $150m of benefits.
Operating model
Designed & led the implementation of a large scale operating model & E2E customer Improvement programme delivering in excess of 35% capacity along with significant improvements in customer metrics & NPS scores.
Innovation labs
Led and developed the implementation of a retail banking mortgage improvement lab, utilising Lean & agile methodologies, resulting in ground breaking business & customer improvements.
Acquisitions
Leadership of multiple B2B outsourcing acquisitions designing optimal operating models & E2E process designs for a number of large UK & Ireland retail banks.
Capability improvement
Launched & led an operational management capability programme for a major global retail bank, delivering multiple cost & customer benefits with over 2000 managers in scope.
Management experience
HSBC
Global Head of Operations Process Excellence & Transformation for the world’s largest global bank HSBC leading a major transformation programme.
Virgin Money
Head of Customer Transformation, responsible for the transformation of Northern Rock’s operation following Virgin Money’s acquisition.
Skipton Building Society
Head of Operations & Process Design for HML part of Skipton Building Society driving B2B client banking acquisitions