Joanne Pocklington

WORK HISTORY

EDUCATION

ABOUT JOANNE POCKLINGTON

I am a highly experienced and proven senior executive with a demonstrated history and success of working in the mortgage industry in both high pressure, high volume businesses. I am skilled in operations management, people management. service delivery and cross functional leadership with a track record of delivering business growth, efficiency gains and improving colleague engagement. I am a strong operations professional who is CeMap & DipMap qualified with over 20 years experience in the residential mortgage industry in a variety of roles at a senior, director & executive level. I have worked in both directly authorised and appointed representative businesses alongside some of the UKs leading Estate Agents. I specialise in refining processes, managing risks, focusing on delivering great customer outcomes, developing and nurturing people to improve productivity and engagement. During my career I have:* Written and implemented operational processes to not only optimise efficiency, provide the best customer outcomes, increase business revenues but to manage all risks.* Set up, led and managed operations committees to embed a T&C, quality and customer centric culture.* Wrote & implemented previous companies T&C schemes, including introducing a pathway for career progression to retain talent and reward hard work and loyalty. Many of these previous colleagues are now at a senior/Director level within highly respected companies.* Improved colleague engagement, reduced attrition and improved diversity across companies by creating an open culture including setting up committees to encourage colleagues to provide feedback and suggestions for continuous improvement.* Helped recruit, coach & grow teams to increase output whilst managing costs.* Successfully transferred teams onto a new CRM systems as part of change management programmes whilst successfully managing the pipeline of customers and maintaining good customer outcomes.* Increased engagement with lending and insurance partners to drive collaborative working relationships to achieve mutual business goals.* Worked alongside some of the UKs leading Estate Agents to source mortgage referrals and increase revenue.