Q&A with Rachel Eckersley-Fallon, Head of Operations

Before we talk about the team, briefly tell us about your journey to your current role

I’ve worked in operations for most of my career, always focused on making things run better and more efficiently. Over the years, I’ve taken on roles that allowed me to lead teams and drive change, which is something I’m really passionate about.

Joining Close Brothers Broker Solutions felt like the right move because of the culture and the opportunity to make a real impact.

Since joining Close Brothers Broker Solutions, what have been the Operations team’s biggest challenges – and achievements?

Our biggest challenge has been adapting quickly to change at a fast pace, which does not suit everyone because some find it more difficult to adapt, while others embrace it and thrive. Finding a balance has been crucial.

However, it’s also where some of our biggest achievements have come from. We’ve streamlined processes, improved turnaround times, and combined three geographically distinct operations teams into one, while working together to establish a One Team ethos.

I am proud of how the team has embraced change and kept the focus on delivering great service.

Given your relentless focus on ‘better’, what are the team’s aims for the next year?

For me, ‘better’ is about never standing still. Next year, we want to push further on automation and digital solutions, make processes even more efficient, and continue improving the broker and customer experience.

It’s about doing the basics brilliantly and then building on that.

Is there anything our broker partners could do to improve the service we provide?

If we get the complete and accurate information upfront it really helps us turn things around quickly.

Feedback is also invaluable; if something isn’t working, we want to know so we can fix it. And using digital channels where possible makes everything faster and smoother.

What are the Operations team’s top three priorities?

• Operational excellence – making sure everything runs as efficiently as possible
• Customer experience – keeping brokers and customers at the heart of what we do
• One Team – ensuring all of the Operations team know our vision and ultimately enjoy the journey

What is the best part of your job?

Spending time in the office with my team - this makes me walk out of every office time with a spring in my step and a smile on my face.

How can sales assist operations?

This is easy - sales and ops work as one and cannot function without each other, operations is the engine room of any bank, we keep the lights on and everyone safe. Sales and credit working with operations is the driver of this and having a great working relationship the teams is vital.

Finally, what does ‘great’ look like for you and the team?

Great is when brokers/customers trust us completely because we deliver on time, every time, and make things easy for them. Internally, it’s a team that feels empowered, works collaboratively, and takes pride in what we achieve together.