Katharina Haase

Managing Director leading US & Germany Operations. Accountable for the E2E technology & customer service provision incl. sales & onboarding, customer service, fraud and collections for credit card, loans and deposit and an average annual growth rate of 10%+. Accountable for supplier and property management. Leading team of >1300 colleagues with 12 direct reports; Member of Barclaycard US and Germany Executive Forums as well as member of the Barclaycard International Operations & Technology Leadership Team.

Operationally leading 1600 onshore and offshore colleagues providing mortgages sales and services to customers across all Lloyds Banking Group brands and channels supporting the largest mortgage portfolio in the UK with approx. £30 billion balances. Controlling £30m budget and directly performance managing and coaching 16 senior and middle management colleagues. Ensuring maintenance of all customer service standards as well as conceptualising and implementing measures to reduce complaints.

Directly performance managing and developing eight senior colleagues and overseeing day to day work of non-telephony collections and recoveries teams dealing with consumer lending products such as mortgages, loans, credit cards and overdrafts (ca. 500 colleagues). Controlling allocation of £9m annual budget as well as managing full accountability for achieving challenging £1bn+ annual collections and recoveries. Leading, monitoring and evaluating business critical cost reduction and process standardisation.

Delivered revised governance of Lloyds Banking Group operations function as well as supported development of revised operations strategy and operating model. Led benchmark review across risk management, operational management, operational excellence and, business process management. Also led introduction of revised cost management approach for all operations related costs across Group.

Lead the development of integration plans for merger of HBOS and Lloyds TSB back office operations as well as designing business plan for group’s retail and private banking back office operations. Developed and delivered improvement programme for offshore operations in India as well as designed operational excellence plans and operating model.

Effectively managed 160 strong unit tasked with handling customer complaints, ensured strict compliance with internal governance framework and FSA regulations and controlled £5m budget. Introduced Six Sigma and other ‘lean’ methodologies that improved performance and customer satisfaction. Also deputised for Senior Centre Manager and oversaw day to day activities of up to 800 colleagues.

Undertook medium term assignment managing portfolio of change and business transformation projects impacting four operational centres as well as managed and coached five delivery managers at different sites.

Completed two year graduate trainee programme covering four placements as project manager, risk manager, continuous improvement consultant and operations manager.

University of Auckland, New Zealand