MaryAnn Fleming is head of services of the Royal Bank of Scotland’s home buying and ownership business. She leads a team of over 1,500 staff and is accountable for the operational performance of the service and telephony teams across U.K., Ulster and the associated activity undertaken in India.
Fleming has worked at RBS for over 30 years and for the past 25 years within the mortgage business. Her initial role in mortgages was as part of a small team that set up the RBS’s first mortgage processing center in 1995, and since then she has held a number of positions within the mortgage business.
Over the years some of her notable achievements have included:
• Leading the program to “dematerialize deeds”
• Business lead in the program that launched an online servicing portal (MSS) for existing mortgage customers
• More recently she has lead the introduction of an A.I.-powered Agent Assist to the contact centers.
She is a qualified chartered banker having completed her banking exams in the early days of her career.
Fleming is married to Alex and they have three daughters (Lucy, Ann and Jane) and live on a farm in the west of Scotland. Her interests include walking, skiing and actively participating and supporting the family goals.