Andrew Croft Email & Phone Number

Leeds, England, United Kingdom

Leeds, England, United Kingdom

Bradford, United Kingdom

Elland

Managing a team to ensure client service levels are met and ownership taken of client related queries and issues. Key involvement in client review and audit meetings, and ensuring key processes are improved and developed.Successfully project managed and implemented the team prior to taking this role.Main Responsibilities• Managing the client services team• Ensure day to day communication with the client is handled within SLAs• Ensuring data loads are loaded correctly and in line with SLAs• Client Visits and Audits including due diligence • Maintaining client system set up• Ensuring quality within the client services function• Ensuring collections team are aware of procedures and policies effecting clients• Working with key areas of the business to ensure client requirements are met• Ensuring smooth take on of new clients• Liaising with clients to ensure service and issues are resolvedKey Projects:• Establishing the team – managed project to recruit and establish a new team• Creating key policies – Recall, query management and data file handling• Reviewing and implementing placement close out process – Challenged existing processes to ensure business became more proactive in meeting client SLAs• Reviewing and implementing client query process – Ensured ownership of task, full audit trail and structure was in place.• Reviewing and implementing data file handling process – Took ownership of data files from clients to ensure the business handles files correctly. Set up a logging and tracking process to monitor the process. • Managing client related issues • Migration of clients to Robinson Way – including managing closure of exiting clients.

Lead project to review service given to clients within the operation and make recomendation of solutions. Once approved by the business, the role was to implement the changes.

Full learning cycle to ensure staff were fully compliant and had the core skills to carry out their role

Ensuring the training needs of the warehouse and distribution teams are met through learning needs analysis and close working with management.

Designing and delivering training to ensure lending and investment staff were fully compliant and skilled in their areas.

A Levels

Certificate In Training Practice