Carol Ann Hamer-Jones has over 30 years of experience in financial services operations management. She is currently the Head of Sales Operations at Lextox, where she manages an 85 person team and focuses on sales growth, customer retention, and process improvement. Previously, she held several senior operations and customer service management roles at TSB and Lloyds Banking Group, where she delivered business transformations, improved performance metrics, and implemented training programs. She has a proven track record of successful leadership, optimization of processes, and achievement of targets.

1. Carol Ann Hamer-Jones
BSc (Hons), ACIB, DML, Mlia (Dip)
07469170099 – chamerjones@gmail.com
A highly qualified, inspirational Operations Manager experienced in Management roles within the Financial
Services Sector. Excellent track record of successful implementation of business transformation,
processing productivity and cost efficiencies. A motivational leader in contact centre management,
operational excellence, sales delivery and customer service.
CAREER
Lextox – Head of Sales Operations Oct 2016 – date
- Manage sales, admin and collections teams circa 85 colleagues
- Maximise sales growth, quote conversion and contribution to the company profit
- Ensure the company’s sales process and team provides a competitive advantage
- Maximise client retention and ensure the sales team build the strongest possible client relationships
- Ensure that the organisation understands and satisfies the customer’s requirements, obtains and
evaluate customer feedback, market conditions, and competitor data.
- Implement KPIs that improve sales and customer retention
- Implement the requirements of the company Quality Management System and help maintain
ISO17025:2005 accreditation
TSB - Senior Customer Service Manager – Telephone Banking 2015 – June2016
- Management of telephony teams with 6 Team Managers , Coach, Trainer &110 partners
- Management of call centre to achieve and improve performance in all SLA’s and targets inc NPS,
AHT etc
- Introduction of TSB experience training
TSB – Senior Operations Manager - Mortgage Processing Acquisition, Completions, Money
Transmissions, Servicing and Secured Assets 2013 to 2015
- Management of department with 2 Colleague Performance Managers, 2 Service Delivery
Managers, Risk Manager, Quality Assurance Manager, - 3 telephony areas inc 5 Telephony
Managers and 4 Processing Team Managers – 110+ colleagues
- Established and continue to develop high performing teams, all within demanding SLA’s continually
improving upon processes and customer service
- Established an environment of continuous improvement, ensuring improvements in the customer
journey
- Responsibility for operational plans recreating a Lloyds “mini me” and down- scaling the operations
to fit TSB
- Regularly attended project meetings to ensure that mortgage operational challenges/opportunities
were adequately represented.
- Managing colleagues through change and preparing them for divestment
- Ensured that a high volume training plan be undertaken in a timely manner to prepare colleagues
for their new roles 20,000+ hours of training undertaken whilst maintaining reduced SLA’s
- Developing a team of new Team Managers to support a new area with colleagues who have been
transferred into the area
- Servicing processing area now handles 30k plus items of work per month
- Servicing telephony call centres handle 20k calls per month
- Highest Employee engagement scores across whole of MP & C -LBG despite the numerous
changes and decisions necessitated by the move to TSB
- Management of operational implementation of projects, including Interest Only mailing, annual
statement mailing, MMR , PEGA workflow, and incoming Deeds department
- Involved in the build and implementation of the Intermediary Mortgage capability

2. - Responsible for the long term resource planning of the departments in line with expected sales
forecasts and back book expected stock figures
- Responsibility for Complaint reduction ensuring the “right outcome” for customers via RCA and
outcome testing
- Ensure quality measures are imbedded in all teams via call quality, quality Assurance testing and
outcome testing
- Strong risk control measures ensuring the business is conducted in accordance with regulatory
requirements at all times
Lloyds Banking Group 2012-2013
Business Performance Manager – Mortgage Acquisition -LTSB, Halifax and Direct Relationship
Channels
- Management of 14 team managers with 200 staff inc 2 telephony areas
- Management of Completions for LTSB and Halifax relationship brands
- Review of processes to establish FTE savings and cost efficiencies in Mortgage Direct Brand
- Review of incoming Servicing processes from Halifax Sheffield to establish efficient processes and
ensure operational excellence and FTE savings before transferring process to target site
- Review of LTSB Stores processes to ensure operational excellence and FTE savings
- Relationship building with sales force and other key stakeholders
- Regular presentations at various sales conferences/ broker presentations
Cheltenham & Gloucester 2009-2012
Operations Manager – Intermediaries PUC South
- Management of 9 Team Managers with a total of 120+ staff.
- Management of Operations for C & G Intermediary Brand including Processing & Telephony.
- Responsibility for Completions, Support and Money Transmissions Departments for C & G
Brand including, Direct Sales and LTSB Branches.
- Establishing Cross Brand Telephony/processing capability for the Halifax Brand
- Establishing Interest Only Team to check repayment vehicles for the Lloyds Banking Group
- Input into C & G Intermediary marketing campaign
- Increased Customer Satisfaction Survey results from -28 to + 61 within 6 months during
increased application volumes
- Significant staff cost savings
- Established Platinum telephony service for Key introducers and regionalisation of processing
teams for “ national processing with a local experience”
- Maintaining and building relationships with Sales force, Marketing, underwriting, Products and
Pricing teams
- Regular visits to key intermediaries to build relationships
- Increasing EEI to 80 for Intermediary teams despite the huge amount of change imposed upon
them
- Closure of C & G intermediary brand
Birmingham Midshires Solutions
National Mortgage Desk Operations Manager- Intermediaries 2002 – 2009
- Management of 10 Team Leaders; with total staff of 150,
- Multi-site virtual call centre – Cardiff and Pendeford sites.
- Regular responsibility for Cardiff Office of company with total staff of 250 (Including
Underwriting; Completions; Processing; Complaints & Telephony )
- Establishing a Premier processing/telephony Service for key introducers.
- Establishing an Intermediary Sales Consultant Team ( telephony BDM’s)
- Establishing BDM Support line
- Establishing cross brand telephony capability
- Establishing Critical Info Team

3. Team Leader 2002
Senior underwriter - Intermediary mortgages 2001 – 2002
Nat West Life, Bristol
Manager Remote Advice/Complaint Unit – Endowment Review. 2000 -2001
- Establishing a telephony advice unit, incorporating PIA compliance systems, to give advice and
guidance on existing endowment policies.
- Delivered the project in under budget and in a timely manner against regulatory guidelines
- Establishing and managing the Complaint Team for the Endowment Review
- Training and mentoring seconded endowment helpline staff and the undertaking of specialised
training to ensure FSA guidelines were adhered to.
- Monitoring of teams performance against FSA Endowment Review timescales..
Nat West Mortgage Services, South Wales
Mortgage Advances Manager. 1995 - 2001
- Sale and underwriting/sanction of mortgage cases of up to £800,000
- Sale of regulated life and investment products - Pensions, Isa’s GI etc.
- Training of new staff
- Classroom training of Personal Financial Advisors to FPC level
- Ensured they maintained competence in the field
Nat West Retail Bank. Cardiff Regional Office
Customer Service Team Leader and Sales Co-ordinator1993 - 1995
- Sale of varying retail products - to target.
- Co-ordinating branch sales to reach demanding targets
- Training and motivation of retail staff
- Ensure unit provided a range of customer services to a high level.
- Ensure all complaints are dealt with timely and compliantly
Earlier Career
Nat West Retail Bank. Cardiff Regional Office 1979 – 1989
Range of Banking duties including - Chief Cashier, Lending
Officer, Senior lending Manager’s Assistant and Regional Training Officer.
EDUCATION AND TRAINING
University of Manchester Institute of Science and Technology 1998-2004
BSc (Hons) Financial Services (Second Class Honours)
Modules include: Banking law; Economics; Management; Insurance; Housing;
Law & Practice of Mortgage Lenders.; Strategic Marketing Management.
Financial Reporting, Analysis & Planning
Associate of Institute Of Bankers 1998-2004
Chartered Institute of Bankers 1997
Diploma in Mortgage Lending (DML)
Chartered Institute Of Insurers 1995
Financial Planning Certificate (FPC 1, 2 &3)
Pontypool College of Further Education 1991 - 1992

4. Computer Literacy (CLAIT). City & Guilds IT
Chartered Institute Of Bankers Foundation Course
Llantarnam Comprehensive School, Cwmbran. 1971 - 1979
GCE ‘A’ Levels English (B), Scripture (C), History(C)
GCE ‘O’ Levels 8 passes Inc English, Economics etc.
PERSONAL DETAILS
25 Cae-yr-Ebol
Pontnewydd
Cwmbran
Torfaen
NP44 1EP
07469170099 – chamerjones@gmail.com
Hobbies & interests- Volunteer for Guide Dogs for the Blind, dining out, travelling & baby sitting!