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Jackie Reid has extensive experience in operations management, particularly within the enquiries and investigations sector. Currently serving as Operations Manager in the Enquiries & Investigations Department at Ombudsman Services since November 2014, Jackie has demonstrated a strong ability to lead and develop large teams, managing 180 full-time equivalents and implementing strategic objectives to improve service accessibility. Prior to this role, Jackie held various positions at the Royal Bank of Scotland from June 1999 to October 2014, culminating in the role of Acting Functional Head of the Onboarding & Retention Team, overseeing over 150 employees during a period of significant transformation. Jackie’s earlier career includes positions such as Customer Service Manager and Call Centre & Sales Manager, managing teams of up to 430 staff. Jackie Reid began professional career in clerical roles at Cheshire Building Society and Royal Bank of Scotland, drawing on a foundation built on strong administrative skills.