Black Horse is the consumer finance operation of Lloyds TSB Asset Finance Division. Its operation in Cardiff employs 1200 people primarily in business support functions and customer contact centres.

A core area of Black Horse’s work is the security registration of new and used motor vehicles that it approves credit facilities on hire purchase. Joanne realised the structure of the department contained no safeguards to ensure the company was not being abused by fraudsters. Challenging the status quo Joanne instigated and over-saw the creation of a new unit; the Car Data Registration Team (CDRT). The team’s sole responsibility is fraud prevention and protecting the interests of the company. The creation of the CDRT is no small achievement. It involved recognising the problem in the first place and then co-ordinating different departments from around the country into one coherent unit and hiring new staff. To achieve the changes Joanne liaised with staff at all levels, implemented a new management and mentoring structure, instigated minute taking and training courses for new staff. She has also published operating procedures on the intranet to enhance internal audit control. Through Joanne’s vision and hard work in setting up the CDRT she has brought a new focus of management and resources. The result is efficiency gains in alerting the company to security risks and administration errors are now being investigated improving internal controls. Joanne has made big improvements to a key area of the company enhancing corporate compliance, risk control and cost efficiency. Colleagues describe Joanne as disciplined and entrepreneurial.