Andrew Mein Email & Phone Number

Glasgow City, Scotland, United Kingdom

Prepare daily and monthly reconciliations for National Savings & Investments (NS&I) Retail, Help to Save (HTS), Help to Buy (HTB) & Tax Free Childcare (TFC) accounts on a timely, accurate basis Monitor HTB payment files to ensure delivery of payments via Commercial Bank, resolving and recording any faults as they occur.Prepare and issue Funding and Defunding letters daily to the Bank of England (BoE) before making transfers internally, and externally, to and from the BoE, so all accounts have sufficient funds to cover planned debits and credits.Make funds available to pay each customer who has won a monthly Premium Bond prize of up to £1M.Calculate and make transfers between retail product bank accounts to cover Faster Payments made in or out of those accounts during the day.Ensure balances don't go overdrawn by moving funds to the correct accounts or, where applicable, returning them to source.Manage accounts for the Tax Free Childcare (TFC), Help to Buy (HTB) and Help to Save (HTS) initiatives, moving customer deposits to the correct accounts, ensuring all applicable bonus payments are made, notifying management of Funds received from HMRC etc.Liaise cross-functionally with our Operations, High Risk Transaction, and Compliance teams, to protect the company from any unnecessary risk when making external payments. Issue funds by CHAP’s or Sterling Payments after customer complaints, or in situations where an urgent payment is needed due to key life events eg. house purchase or wedding.Complete Key Performance Indicator (KPI’s) details for the Treasury Management section of the Product Accounting department to demonstrate all departmental and regulatory timeframes have been adhered to, highlighting and reporting accordingly in the event that we may miss these. Prepare and produce reconciliations, monthly and yearly, for relevant stakeholders for the Funding and Defunding of our Retail products, as well as our HTS, HTB, and TFC Accounts.

Bathgate, Scotland, United Kingdom

Keep accurate records of deliveries and customer authorisation whilst ensuring all documentation is submitted to management on time. Follow appropriate Health and Safety guidance when lifting heavy parcels and properly use and maintain delivery equipment, including handheld scanner Drive safely, following all driving rules and laws to ensure a safe and healthy work environment. Communicate with customers by phone to update them of time of deliveries if there have been issues or changes to their estimated time of arrival. Communicate with management in the event of a change to delivery, route, or schedule. Inform management of any obstructions to making safe, efficient deliveries on time.

Edinburgh, United Kingdom

Lead, coach, and motivate a team of 14 Customer Service Associates in line with Service Levels and KPI's and support Customer Service Manager with additional ad-hoc tasks that require completion.Provide regular constructive feedback on quality and productivity whilst coaching for improvement, using Performance Management, where appropriate, to address underperformance.Act as an escalation point for the team, ensuring that any concerns that are raised are dealt with in a timely manner, and that any resulting changes are communicated effectively.Set up and attend cross-functional departmental meetings to ensure a consistency of approach and that we align priorities and strategies with the wider business goals.Supervise complaints raised to ensure that these are dealt with in line with company and industry standards.Establish the root cause of each complaint and monitor trends to ascertain if the problem lies in People, Process or Policy, highlighting potential improvements to avoid repeated complaints.

Uddingston

• Log and allocate cases, researching and gathering relevant data using in-house systems.• Ensure the complaint handling process is followed and that a full investigation is completed.• Gather information to deadlines and quality standards whilst maintaining customer outcomes.• Communicate with clients through verbal and written correspondence.• Liaise with the client’s senior managers, providing regular updates on productivity and quality.• Train new staff and operate as a mentor to those with less experience in the role.

Glasgow, United Kingdom

• Act as a central point of contact for the night shift teams, managing multiple priorities, supervising production and ensuring a complete focus on operational quality levels.• Lead, coach and motivate staff across a variety of business functions to achieve KPI’s. • Manage the work stream to ensure that customers were treated fairly at all times.• Produce detailed performance reports and liaise with senior managers on day shift.• Strong organisation and time management skills with excellent attention to detail.• Control and monitor workflow to ensure cases progress within client and regulatory timescales.

Edinburgh, United Kingdom

• Log and allocate cases, researching and gathering relevant data using in-house systems.• Ensure the complaint handling process is followed and that a full investigation is completed.• Gather information to deadlines and quality standards whilst maintaining customer outcomes.• Communicate with clients through verbal and written correspondence.• Liaise with the clients senior managers, providing regular updates on productivity and quality.

Livingston

• Lead a team of 14 telephone-based associates to deliver quality work in an efficient manner.• Keep up to date with the latest changes to processes for fraud detection, investigation, Suspicious Activity Reports, methods of social engineering, and current fraud trends.• Monitor and investigate transaction-based alerts to identify potentially fraudulent transactions in an efficient and timely manner.• Perform investigations using customer information in conjunction with alternative sources to verify and validate information and provide a fair outcome for the customers.• Develop and implement financial strategies and plans to minimise financial risk for the client and provide maximum protection for the customer.• Maintain a professional and courteous attitude during stressful and confrontational situations.

Livingston

• Manage a team to consistently meet challenging productivity and quality targets.• Coach and motivate the team to achieve maximum performance in their new roles.• Oversee the redress calculations, checking accuracy and addressing specific concerns.• Work with a wide range of systems to manage data and produce performance reports.• Adopt a hands-on approach to work allocation to prevent regulatory SLA breaches.• Recognise, report and solve problems to constantly improve workflow and operational processes

Livingston

• Lead, coach and motivate staff across a variety of business functions to achieve KPI’s. • Maintain a strong understanding of the regulatory requirements for complaint handling.• Keep up to date with the latest changes to processes for the logging, data gather, review, decisioning, and redress of PPI complaints.• Excellent oral and written communication skills when dealing with customers and stakeholders.• Strong organisation and time management skills with excellent attention to detail.• Proactive in identifying trends or concerns, not only with complaints, but also with complaint handling processes and policies and make the required changes in consultation with the client.• Ability to conduct in depth research and make appropriate decisions regarding complex cases.• Able to work independently, but also to recognise when support is needed to meet deadlines.• Control and monitor workflow to ensure cases progress within client and regulatory timescales.

Manage and drive quality initiatives, process change initiatives, and other Change/ Six Sigma initiativesDefine and manage metrics for a team of 25 AssociatesHire, manage, and develop the best Customer Service AssociatesManage teams’ workflow across multiple channelsLead Associates to the achievement of their personal and professional goalsInsist on the highest standards of compliance to operational processes and policiesMeasure performance, provide feedback, and hold Associates accountable for their performanceMonitor staffing levels to ensure we deliver against the short term and long term forecast planDynamically monitor Service Levels and taking the relevant corrective actions as requiredCommunicate and maintain Amazon CS vision, direction and culture to the teamRecognise, report and solve problems to constantly improve workflow and operational processesApplies best practices from and share best practices with cross functional global counterpartsRepresents the Voice of the Customer by appropriately escalating feedback to the relevant CS functions or other internal customers for resolution

Glasgow, United Kingdom

Lead and motivate a team of 14 Analysts to ensure they meet and exceed their KPI's in productivity and quality.Support, train and coach staff to address any performance issues in the team.Conduct regular 1-2-1's covering performance against KPI's and expected behaviours.

Lead, coach, and motivate a team of 14-28 Customer Feedback Executives in line with Service Levels and KPI's and support Team Manager with additional ad-hoc tasks that require completion.Provide regular constructive feedback on quality and productivity whilst coaching for improvement, using Performance Management, where appropriate, to address underperformance.Act as an escalation point for the team, ensuring that any concerns that are raised are dealt with in a timely manner, and that any resulting changes are communicated effectively.Set up and attend cross-functional departmental meetings to ensure a consistency of approach and that we align priorities and strategies with the wider business goals.Closely manage our relationship with Supply Chain Logistics partners to ensure that any issues with Logistics, Devices, Repairs etc. are resolved in a timely manner with minimal customer impact. Maintain control of departmental budgets and monitor the average cost incurred by all staff in the department, ensuring that they actively retain customers, where possible, with minimum outlay.Supervise complaints raised to the industry Ombudsman, Press and Media, OFCOM, Westminster and other official bodies such as Trading Standards to robustly defend 3.Establish the root cause of each complaint and monitor trends to ascertain if the problem lies in People, Process or Policy, highlighting potential improvements to avoid repeated complaints.

Supervised project workers/coordinators and trainers during implementation of major bank-wide rollouts and procedural/regulatory changes.Maintain a working knowledge of all bank departments, functions, ongoing projects and initiatives through dealing directly with staff at the grass roots level up to the bank's senior management team.Review and assess business proposals submitted to the CEO's office against strict criteria of cost saving, revenue generation, time saving and positive impact on the customer experience.Monitor and coach all grades of staff to ensure that they meet their individual objectives and adhere to our Core Standards of Behaviour as they guide our contact centres towards their Service Level Agreements, and follow our "Clearwater" business strategy. This is achieved through Call Monitoring, 1-2-1's, group training sessions and workshops.Manage and motivate a team of up to 54 Customer Service Representatives to ensure that they are capable of not only meeting, but exceeding their Sales Quality, Sales Quantity and Average Handling Time targets.Worked with staff on a one-on-one basis, as well as group sessions to establish the root cause of under-performance, obtain buy-in, and identify the best possible method of progression to ensure that the member(s) of staff meet or exceed their targets.Devised and presented a number of workshops and training courses on a variety of topics such as communication techniques, product knowledge, sales skills, neuro-linguistic programming, money-laundering deterrence, major procedural changes and forthcoming system changes.Proactively revised the induction process for new members of staff in the overseas contact centres from a weekly task-based format, to a modular process with regular checks of the delegates understanding. This allows all members of staff to progress at an individual rate and can identify each staff member's individual strengths and areas of development more easily.

Education record

Education record

Education record