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CV: Viviane Clement has worked for Alliance & Leicester since 1995. She became a business development manager in May 2006 and then became regional manger for London, the south east and East Anglia and London key account manager in May 2007. She was appointed as head of intermediary sales in May 2008.

Mortgage Adviser: How did you move into your current role?

Viviane Clement: I have actually been with the bank for 13 years. I started off working for Alliance & Leicester on the counter in a local branch. I did that for about two years and became a mortgage adviser within those two years. Then I was a financial adviser for about two and a half years. I loved it and was really successful, I was fourth out of 200 advisers in the country. I predominantly sold investment products but also sold protection products off the back of it. I then got promoted to being branch manager and I managed four different Alliance & Leicester branches in the City and the West End. Then after about two and a half years I became a area manager. I missed the regulated side so I went back and managed 15 branches and looked after the financial advisers in them. I then decided to become a business development manager in May 2006. I was awarded BDM of the year from John Charcol, which was great and I got promoted in May 2007 to regional manager. I looked after London, the south east and East Anglia and also took on the key account management role for the London accounts, which was a dual role. Then I got this job.

MA: Is there a particular reason why you have gravitated to the advisory and intermediary side of the business?

VC: I think what has dominated my career is sales whether it be as a sales adviser myself, such as a financial adviser or as a BDM or whether it be a sales manager looking after the financial adviser or as a regional manager. A head of intermediary sales just puts those things together.What makes me different to a lot of other heads of sales is I have actually done every single role.

MA: What have you been tasked with doing in this new role?

VC: My main priority is to continue with our value led strategy to attract good quality prime business and we are doing exactly that. Also we will enhance our service proposition. We are totally committed to the intermediary market and we see the it as our dominant sales channel. Now is the time where we need to invest in our people, make sure they are of a professional nature and knowledgeable and thankfully they are. I want to make sure our service proposition is really the epitome of professionalism.

MA: A&L has stated funding is a priority and it would keep a tight control on lending. However the organisation has also said it remains committed to intermediaries. How have you reconciled these strategies?

VC: We are still lending to the required levels we need and we are lending good quality business as well. When we changed our pricing to sub 75 per cent loan-to-value in May that has driven a better quality of business coming through our doors as well. But while our quality is fantastic, our arrears book is good as well. Our current funding position remains strong and we are lending in a controlled, value-led way.

MA: Have you seen an increase in the number of intermediaries registering with you since Alliance & Leicester became more vocal about its intermediary offering?

VC: I would not say we have seen an increase because we have always prided ourselves on good service but we still see intermediaries registering with us and we are still welcoming them and we are still giving them an enhanced service proposition. We currently have a very large database of intermediaries and our priority is to ensure we deliver an excellent service to each of them.

MA: What are your predictions for the mortgage industry in the year ahead?

VC: You cannot predict that far ahead. This is the time for us to get our house in order and ensure we are in a strong position for when the market returns. It is also a time to work closely and in partnership with our key relationships.

MA: Is there anything in the industry you think is particularly innovative and you would like to see more of?

VC: What is happening in the industry, and we are seeing this a lot, is advisers upskilling themselves. A lot of advisers are selling protection and doing the full financial review and that is encouraging. That needs to be recognised and rewarded.

MA: The ifs School of Finance recently said the number of advisers registering for CeMAP remained buoyant. Do you think it is still seen as a good industry to come into?

VC: There will always be a need to have advice because there are so many products out there. Even though there are less products than previously before, people need advice more than ever. It is a big commitment taking out a mortgage and people need to know they are comfortable with it. Advice is more important than ever and intermediaries will always play a big part in that. I cannot see that changing.

MA: Is there anything that could be improved in the industry?

VC: There is always room for improvement and a lot of improvement is happening at the moment with the upskilling of advisers. Certainly for us we are looking at enhancing our service proposition, which we are doing and we are doing well so that is our own improvement and that is where we can make a difference and it has been very well received.

MA: What is the biggest challenge you have ever faced?

VC: I am facing it now. This new role is a big challenge and it is a challenging time for everyone. There is a lot we can do in the current environment by getting our house in order.

MA: What has been your biggest success?

VC: The development of my career. I have always worked very hard to achieve my goals and it is great to see that recognised with the promotions I have had over the years. A&L certainly judges you based on merit and performance.

MA: What is the most important thing you have learnt?

VC: The most important thing I have learnt is to listen and take onboard what people say. To listen to digest it and then make your own decisions on the back of that. L istening is crucial. Also to accept the things you cannot change and change the things you cannot accept.