Actively seeking new opportunities either as a contractor or in a permanent role. 16 years management experience with RBS and WorldPay across Operations, On-boarding, Change and Sales Management. Excellent stakeholder management skills and good written and verbal communication.

1. Samantha Courtney
8 Castle Street, Chipping Ongar, Essex, CM5 9JR
01992 610090 or 07894 709555 samanthacourtney999@gmail.com
PERSONAL SUMMARY
A successful leader with 16 years experience in operations,sales and supportwith RBS and WorldPay with a proven track record
in people management. Played key roles in integration of businesses and worked in change management adopting Lean
principles to deliver continuous improvement. Union engagement and discussions,development of business cases,developing
and deliveringstrategy for sales teams and also creating and managing communication and engagement teams. Working with
people at all levels,senior leaders,directors and key stakeholders (both internal and external) across the business.
EXPERIENCE
November 2016 - current - Adjudicator at the Financial Ombudsman Service, Canary Wharf, London
 Responsiblefor reviewing and making a judgement on cases brought to the Financial Ombudsman Service
 Focusing on PPI and Mortgage PPI cases where a consumer is unhappy with the response they have received from the
business
May 2015 to November 2016 - Change Manager – RBS Credit Card Centre,Nationwide
Responsibilities
 Landing and embedding any change impacting RBS creditcard and business banking customers and staff
 Ensuring business area budget is aligned and all benefits arerealized
 Liaising with key stakeholders,programme and projectsponsors
 Ensuring adherence to project management lifecycle
Achievements
 Migrated 3 processes fromChatham centre to Southend centre (30FTE)
 Migrated the SARS (System Access Requests) process from Southend to Edinburgh (10FTE)
 Migrated the Wealth process from Southend to Bristol (10FTE)
May 2014 to May 2015 – Head of Business Support – RBS Credit Card Centre, Nationwide
Responsibilities
 Leading a team of people with responsibility for core people processes from recruitment to retirement, managing
system user access changes and providing administrativesupportto the Cards operational businesses,c600 people
 Specialistpeoplemanagement referral for complex HR issues
 Management information and reporting
 Coordinated provision of recruitment services across theCards Centre liaising with senior business stakeholders and
managing the relationship with the supplier to ensure optimum servicedelivery
 IncidentManagement – convened Business Control Group’s.Managed the operational impact,liaised with key
stakeholders
Achievements
 Delivered 4 key bank wide initiatives into thecards business
 Managed and delivered a successful restructureprogramme in 2014 which realised £2.5M in benefit
Feb 2012 to May 2014 – Lead Implementation Manager – RBS Credit Card Centre,Nationwide
Responsibilities
 A varied and interesting role requiring good stakeholder (Business Banking,IncidentManagement and external
suppliers including TSYS, the Cards systems provider)
 Established projectteams for both the Unapplied customer credits and the Future Dated Payments projects
 Ensuring our operational and change governance is adhered to, aligning headcountto meet customer service
requirements and budgets
Achievements
 Worked with TSYS (Third party system provider) to build business caseand design initial IVR systemfor Commercial
Cards,business casereceived sign off and was implemented in 2014

2. March 2011 to Jan 2012 – Unit Manager, Operational Processing – RBS Credit Card Centre Southend
 Managing a diverseoperational unitof 100 people
 Responsiblefor Commercial Card accountopening for cards and the cards complaints teams
 Leadership of teams carrying outpayments repairs for both consumer and commercial card customers
July 2010 to Feb 2011 - Lead Lean Change Agent – RBS Credit Card Centre Southend
 Successfully led large-scalelean transformation, which delivered 30%efficiency saving circa£3mthroughout
2009/2010
 Top quartilestaff engagement scores as a resultof the transformation measured with a staff feedback survey
 Recognised as a senior lean practitioner across Operations within theBank
 Responsiblefor up skilling of the leadership team in all areas of the McKinsey & RBS lean programme
 Focus areas included process efficiency,performancemanagement, organisation and skills,Mindsets & behaviours and
central to all of these the customer focus
October 2009 to June 2010 - Unit Manager, Financial Accounting – RBS Credit Card Centre Southend
 Culture was one of consistentfailureand moved this to a performance driven and successful centrewithin a 12 month
period
 Line Management of circa 100FTE
 Responsiblefor paying away approximately £750Mper day and reconciling over 1280 suspenseaccounts
 Leadership of team who carry out reconciliation, investigation and settlement of funds to and from cardholders, the
bank and the card schemes, predominantly Visa and MasterCard
April 2006 to September 2009 – Engagement and Communications Manager – RBS Cards & Direct Finance, Nationwide
 Managing the communication and engagement for the cards business
 Responsiblefor the communication and engagement across thebusiness of over 3500 people
 Managed a group of communications specialists and engagement consultants.Managing communications and people
engagement strategy and delivery for the cards divisions of RBS
Aug 2004 to March 2006 – Head of Merchant Applications – RBS WorldPay, Nationwide
▪ Operations Management
▪ Involvement in organisation restructureprojects in the wider cards business
▪ Responsiblefor the take on of new merchants onto the RBS core book. Liaison between risk management
teams and the sales team to ensure timely delivery of new business targets and recruitment of clean,new merchants to
our customer base
May 2002 to July 2004 - Head of Direct Sales – WorldPay, Worldwide
▪ Implemented and managed restructure of existing sales teamto create a strong, highly motivated team who were
recognised as specialists in theecommerce industry.
▪ Implemented proven sales and relationship management techniques
▪ Increased sales revenue by circa 60%
▪ Increased WorldPay services by 400%in 2 years
▪ Relationship management with senior leaders with Streamline, NatWest and RBS resulting in a lead rolewith the
WorldPay integration team when the company was acquired by RBS in 2005
April 2000 to April 2002 – European Corporate Sales Manager – WorldPay.
WorldPay area leading Payment ServiceProvider, supplying card terminals and on linepayment services.
▪ European sales management responsiblefor breaking into new markets within Northern Europe
▪ Established relationship with embassies and business agencies
▪ Specified and executed successful telemarketing and marketing in each European region, resulting in targets being
exceeded
1991 to 2000 – JBA UK Ltd
JBA were a provider of software products and services and an agent selling IBMhardware.
 Feb 1991 to Jan 1997 to Oct 1999 – various roles leading to senior accountmanager
Skills – Sales management, Operations management, Change management, People leadership,Stakeholder management