Andrew Hardman Email & Phone Number

Euxton, Gb

Speke, England, United Kingdom

Speke, England, United Kingdom

Responsible for the implementation of a new PMO mechanism into Very Group’s Customer Care team, setting up prioritisation and governance frameworks, relevant approval gateways and ensuring a consistent mechanism for raising and tracking new changes. Engaging with senior stakeholders at all levels to bring to life the vision, and constantly looking for new ways of working.Manage and maintain the Single View of Change for Customer Care, working with Insight and MI functions to ensure that all change requests have enough relevant information for a number of direct reports to assess the impact of each request. Maintaining an updated status of changes that are underway and those that have requests pending review, I implemented prioritisation and scoring models for better assessment of the requests that should be approved.As part of this I was able to Identify, log and escalate any risks identified to the delivery of change and feed into the relevant Governance frameworks.Feeding change into the resource capacity plan to aid in understanding the availability of various resources for Customer Care projects, and providing regular updates to key stakeholders across the business, managing expectations to timescales based on key change delivery priorities. I am able to manage conflicts between changes, and escalate to the senior leadership team for any decisions to be made.

Aintree

Working as a change manager to drive the delivery and embedding of change within, a primarily Customer Care care environment, whilst supporting wider group change initiatives. Application of a number of business change techniques I was able to work independently or with Programme Managers to deliver required changes. I was also responsible the capturing, assessment and mitigation of any risks and for the monitoring of the change impact on the business and was able to facilitate business readiness activity into the operational areas.

Aintree

Working as a change manager to drive the delivery and embedding of change within, a primarily Customer Care care environment, whilst supporting wider group change initiatives. Application of a number of business change techniques I was able to work independently or with Programme Managers to deliver required changes. I was also responsible the capturing, assessment and mitigation of any risks and for the monitoring of the change impact on the business and was able to facilitate business readiness activity into the operational areas.

Bolton, Greater Manchester, United Kingdom

Managing and coaching a team of advisors of different skill levels. Managing underperformance and objective setting. Working well in a competitive experienced team environment. Following disciplinary guidelines. I have also facilitated the introduction and embedding of a customer centric culture to a department of 130 people, creating and managing a customer advocate team who take on board suggestions on how to improve the customer experience, considering FCA and TCF principles and applying these to all aspects of the processes we adopt. I have also been recently involved in the launch of a continuous improvement platform. This involved working with key-stakeholders to understand their needs, planning the launch schedules and supporting other colleagues in the presentation event. I have a keen eye for reviewing a current working practice and make controlled and measured suggestions with regards to improvements that could be made.Planning and managing workforce to ensure that service agreements are met and maintained. Making sure that all manual and system based worktypes are allocated fairly and efficiently. Planning off-system time to ensure maximum resource coverage across all shifts, whilst ensuring that health and safety considerations are taking into account from a break and personal time perspective.

Bolton, Greater Manchester, United Kingdom

Protecting the interests of customers and the company by the investigation and prevention of fraudulent activities. Using the CIFAS database to assist in the prevention of fraud and for the protection and reassurance of victims. Advising customers on the best and most effective methods to minimise the risks of being exposed to frauds. Completion of deletions and amendment to credit reference records with Equifax and Experian. Process customer disputes from the credit reference agencies. Handling appeals and contacting customers.

Preston, Lancashire, United Kingdom

Preston, Lancashire, United Kingdom

Bachelor Of Science (Bsc), Information Systems

A-Level, Information, Communication Technology, Computing, And Business Studies

Gcse