Alan Hinds
Head of People and Performance Delivery Fraud and Complaint Customer Experience, Santander Uk @Santander UK
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WORK HISTORY
Head of People and Performance Delivery Fraud and Complaint Customer Experience, Santander Uk @Santander UK
Sheffield, GB
Accountable for the strategic planning and delivery of people and performance initiatives across the Fraud & Complaints Customer Experience (FCCE) division, aligning with long-term business objectives and operational priorities.• Accountable for substantial financial and people resources, driving strategic workforce planning, operational efficiency, and financial performance across a large-scale operation.• Direct performance and service delivery across fraud and complaints areas, driving improvements in efficiency, colleague engagement, and customer outcomes.• Champion colleague performance, engagement, and wellbeing, embedding a culture of accountability, empowerment, and continuous improvement.• Deliver analytical insights on people and performance trends to inform strategic decisions, identify root causes, and enhance service levels.• Lead the design and delivery of development programmes — enhancing customer skills, fraud prevention capability, and leadership effectiveness through data-driven insights and targeted training initiatives.• Oversaw the Financial Ombudsman Service (FOS) operation (April 2023 – April 2024), ensuring compliant, efficient, and customer-focused management of escalated complaints in line with regulatory standards.• Collectively, these responsibilities shape an operation built to protect customers from fraud, uphold fairness, and swiftly correct issues — fostering trust and delivering a consistently outstanding customer experience
SKILLS
ABOUT ALAN HINDS
A versatile and solution-focused senior leader with extensive experience in people, performance, and operational delivery. Currently Head of People and Performance Delivery (April 2023 – Present) within Santander’s Fraud & Complaints Customer Experience (FCCE) division, accountable for large-scale strategic planning, substantial budgets, and a significant workforce, driving colleague engagement, performance, and service excellence. A customer-first leader, focused on preventing fraud while building customer-centric operations that ensure protection, fairness, and an exceptional experience.A proven leader of multi-disciplined teams, skilled in empowering people, enhancing customer experience, and embedding continuous improvement. Combines strategic foresight with hands-on delivery to transform processes, optimise performance, and achieve measurable outcomes. Commercially astute and highly collaborative, with a strong record of driving operational efficiency, colleague development, and customer-focused transformation.
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