Lending Controller, Lloyds TSB Asset Finance Division

Finalist: Businesses with more than 250 Employees

Lloyds TSB Asset Finance Division employs 6,500 staff across three contact centres and over 100 hundred offices throughout the UK, providing unsecured and secured loan services for consumers and businesses.

Vicky balances care for the personal development of her teams with a tight control of the compliance and risk management disciplines which underpin the practical successes of her department. She has the ability to deliver tough decisions in a positive and objective manner, making all parties feel that the right action has been taken.

Vicky’s effective delegation style is key to empowering and motivating those around her with a sense of personal responsibility and accountability. Vicky not only listens well but she acts on what is said. The engagement achieved as a result means that people are motivated to deliver the extraordinary. Her standards are high, measured against clearly set objectives, and while she assesses the quality of results, she does not judge the personal qualities of those who deliver them.

Vicky’s leadership successes speak for themselves, with staff attrition rates below 7% - a significant achievement in a contact centre environment. Over 30% of the staff reporting directly to her are engaged on a professional development course and there is a high level of individual progression with multiple members of her team being promoted internally.