Nicola Hawkins (Hay)
About Nicola Hawkins (Hay)
Nicola Hawkins is the Head of Operations Academy at Starling Bank, where she has worked since 2022. She has a background in customer service and collections operations, with extensive experience in stakeholder management and team leadership.
Current Role at Starling Bank
Nicola Hawkins currently serves as the Head of Operations Academy at Starling Bank, a position she has held since 2022. In this role, she focuses on developing operational strategies and enhancing training programs to improve the overall efficiency of the bank's operations. Her leadership is aimed at fostering a culture of continuous improvement within the organization.
Previous Experience at Starling Bank
Prior to her current role, Nicola Hawkins worked at Starling Bank as the Head of Collections Operations from 2021 to 2022. She also held the position of Head of Customer Service from 2018 to 2021. During her tenure, she contributed to enhancing customer service processes and operational efficiencies, playing a key role in the bank's growth and customer satisfaction initiatives.
Professional Background
Nicola Hawkins has a diverse professional background, having worked in various operational management roles. Before joining Starling Bank, she was the Operations Manager at Momenta Operations for four months in 2017 and at Regulatory Finance Solutions for two years from 2015 to 2017. Her experience spans multiple sectors, including retail, business banking, insurance, and telecoms.
Education and Expertise
Nicola Hawkins studied at St. Mary's Hertfordshire, where she gained foundational knowledge that supports her career in operations management. She specializes in stakeholder management, particularly in outsourced services and client relations. Her expertise includes maximizing Net Promoter Score (NPS) and customer satisfaction through effective process redesign and staff development.
Leadership and Team Management
Nicola Hawkins has extensive experience in leading large teams, having managed over 500 employees in multi-channel and multi-site environments. She has a proven track record in building teams and driving change in fast-paced, highly regulated settings. Her leadership approach emphasizes collaboration and adaptability to meet organizational goals.