Operational Controls Coordinator Review

I am an Operational Controls Coordinator working within the PPI Department of M&S Bank. My daily tasks include answering procedural queries from all staff levels within the department, from advisers to section managers. I also review procedures and look to see if any can be updated or amended to keep in line with compliance and risk controls. I am able to interact with different people from the department and can offer expert advice on complicated queries. I also look at processes on a whole are worked and look into ways in which they can be simplified. Whilst looking into these its important to consider the potential risks involved and come up with solutions to avoid or minimise these.

I've learnt new communication skills, networking with others from around the business. I have been able to develop on my existing skills of time management and flexing between my daily job and completing the apprenticeship. I have learnt how to improve my personal impact/branding and networking skills. This was through the Kaplan training day for Personal Impact. It was really interesting to see that everyone had the same concerns when it comes to networking and how they come across to others. I definitely improved my confidence for when I'm next in challenging situations. I was also interested to learn about different activities to help such as 'Power Posing' which is making yourself appear 'bigger'. This is something I will definitely be using in future.

So far the programme has been really informative. I enjoy the amount of information which is provided in order to help with working different modules. I am very interested in the topic of compliance and risk, and as my daily job requires me to consider these in all aspects of what I do, I'm enjoying the fact that I'm able to learn more in-depth knowledge around it. I am also enjoying the training days which have been provided. this gives the opportunity to meet others in the business who are completing apprenticeships. For example, I have recently participated on the Personal Impact Training provided by Kaplan as was able to meet contacts from different departments who I normally wouldn't have had to opportunity to meet.

Within M&S Bank there are lots of ways to recognise one another for the good work that they do. I have been lucky enough to receive feedback and thank you'd from various different people for my hard work. I feel my hard work does not go un noticed from my manager also, and this is demonstrated within monthly 1-2-1 sessions. The teams which I work on is also good with praising recognition through backing an idea you have suggested within a meeting or using the 'points' system where points are given as a thank you, where you can then buy a gift using the HSBC Recognition site. Due to all of this I do feel valued within Marks and Spencer, they will recognise you for working hard, consistently working hard and also highlight when you have done a job well done.

I would say my programme is very well organised. At the very start of the apprenticeship I think there was an issue with the talent coach. The original coach provided had left which left a gap of around a month where nothing really got started with the programme. However, since meeting the new coach in my induction, I am happy to say that everything has been structured well and the communication between myself and my talent coach is great. This means if I have an issue with anything to do with the apprenticeship, I won't be impacted massively and know I will receive a response to my query within a couple of days. The support I receive has been very helpful and I cannot fault it. Everything to do with the programme has been made very clear and have a good understand how the programme with run for the next 12-15 months. My manager is also very supportive with this and allows me to complete study time within working hours.

my training provided has received as much support as I require, and has always asked if there's anything else they can help with they will try their best to do it. There was a situation after I can completed my functional skills tests, even though I had passed the tests, I felt I still required more support around maths and English as it has been over 10 years since completing my GCSE/A levels. My training provider immediately looked into providing non-mandatory additional support which would help me.

I received lots of support from my employer from the initial meeting I had stating my interest in the apprenticeship. My manager encouraged me and has no issue with me working on the apprenticeship in work. I feel I was able to access any support which was welcomed by the training team. There have been some technical difficulties regarding using the KappApp login site. This did not affect just me, but the rest of the staff completing apprenticeships. As soon as I highlighted this issue to the in-house training team they immediately wanted to get to the bottom of the issue and help to resolve the problem. The general attitude has been very welcoming and supportive and I have no issues with how anything has been handled.

I have no costs from the programme which impact me. Training days are arranged onsite so this would require my usual travel to work.

There are company events such as summer/Christmas parties where you can network with people from around the department who you might not speak to on a daily basis. I find your able to build good relationships by attending these. There are plenty of voluntary initiatives within M&S. I regular participate in bake sales where cakes are sold to raise money for specific chosen charities. There are also larger events which take place such as the London to Paris bike ride, Sahara Desert Trek. Individuals raise money by completing challenging voluntary events which are highly promoted throughout the business. On a smaller level we complete charity events such as Wrap a Bear at Christmas time, wrapping hundreds of teddy bears to be given to children at Christmas. There are also sports clubs, book clubs, a singing choir. These are all promoted through a business wide newsletter and include regular updates for people to be aware of what's going on and also details for how they can get involved themselves.

Yes

I would recommend M&S to a friend if they wanted to work within a business which promotes leaning and development opportunities. Who offers support for any issues you may have. Things such as OpenLine the Diversity and Inclusion teams promote inclusion between all people working within the bank, inside and outside of work.

The application process in generally competency based questions, so to help with this you should follow the STAR format (Situation, Task, Action and Result). Always prep for interviews and take in key notes to help you stay on track when answering questions. Don't be afraid to ask for the question to be repeated. New employees received well structured training about the business and their department/job role. this makes you feel values and included form the very first day. There is lots of support available and many different ways to gain more experience such as attachment days where you spend a day with someone working in a job role you have an interest in. This also helps with networking within the business which is something I would advise to start working on as soon as you have completed training if possible. The in house training provided additional training days and have a calendar for you to look through showing what courses are available. When I first started 4 1/2 years ago, I would have liked to have been told about the vast amount of opportunities available to develop myself.