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 strong background in stakeholder management and customer service, with previous roles including Head of Collections Operations and Head of Customer Service at Starling Bank.
Current Role at Starling Bank
Nicola Hawkins currently serves as the Head of Operations Academy at Starling Bank. In this role, she focuses on developing operational strategies and enhancing the skills of team members. She has been in this position since 2022 and has contributed to the growth and efficiency of the operations team in the United Kingdom.
Previous Experience at Starling Bank
Prior to her current role, Nicola Hawkins held several key positions at Starling Bank. She was the Head of Collections Operations from 2021 to 2022, where she managed collections processes. Before that, she served as the Head of Customer Service from 2018 to 2021, focusing on improving customer satisfaction and operational efficiency.
Stakeholder Management Expertise
Nicola Hawkins has extensive experience in stakeholder management, particularly in outsourced services and client relations. Her ability to engage with various stakeholders has been a significant aspect of her career, enabling her to drive improvements in customer service and operational processes.
Education and Professional Background
Nicola Hawkins studied at St. Mary's Hertfordshire. Her professional background includes roles as Operations Manager at Momenta Operations and Regulatory Finance Solutions, where she gained experience in managing teams and operations in regulated environments.
Leadership and Team Management
Nicola Hawkins has led teams of over 500 employees across multi-channel and multi-site environments. Her leadership experience spans various sectors, including retail, business banking, insurance, and telecoms, where she has successfully built teams and driven change.