Thornton Oakes

Over eighteen years of experience in the banking industry. Fulfilling roles in operations, client solutions implementation, product management, project management, and leading internal quality assurance. Four years as a customer solutions manager and subject matter expert (SME) focused on customer journeys, direct innovation, and product development, where I successfully implemented and enhanced new services on digital platforms, leading to improving product adoption by customers within bond allocations of over 40% due to a fully digital application process. Implemented an award-winning ​team project called Looksee, which enables customers to match their personal housing needs digitally. Seven years in quality assurance as an internal auditor and lead auditor specializing in operational compliance, risk, business documentation, and compliant process management. Managed various portfolios in transactional banking and Corporate Investment Banking (CIB) Quality Control. I Assisted the company with root cause analysis, process gap identification, risk identification, and regulatory risk control. I executed ISO 9001 in line with corporate strategy and commitments related to front or back-office areas. Conduct staff training and facilitate various product requirements. In the process engineering role, I contributed to implementing Standard Operating Procedure (SOP) and aligning documentation to critical audit findings. Implemented solutions on a group level, including process automation on extensive manual intervention-based processes, improving business productivity by 70%. Ensured the build followed agile methodologies, which allowed the business to duplicate the build for other manual-based processes, which will result in business improvement for relevant areas through the removal of human intervention, risk of error, business financial risk, and documented process modelling containing the record of as is and to be processed.