Calum Macraild Email & Phone Number

Helensburgh

Development, Implementation of organisation wide Integrated Management Systems

Glasgow, United Kingdom

Deputy to the Head of Business Standards, instrumental in the achievement & maintenance on-going of compliance throughout the business an internal audit programme and risk & incident management process. Maintained business awareness of legislative & regulatory changes through communication of updates from industry subscriptions Key responsibilities:• Ensured the business retained all external certifications applicable to business objectives including: ISO9001, ISO14001, ISO27011 and CCA.• Led the internal audit programme - including planning, conducting, collating and analysing MI.• Project managed cost & waste reduction programmes • Managed external auditor visits - working with external auditors to plan visit schedules and host on-site• Represented Business Standards department at senior management meetings • Managed & developed Change Management Process • Conducted compliance monitoring reviews - including field visits & desk based monitoring• Produced & published internal audit reports for all levels of the business• Production of monthly scorecards & annual management review presentations• Performed monthly incident and related risk reviews• Periodic policy & process reviews for accuracy, compliance and improvement opportunities• Liaised at all levels to ensure remediation programmes were appropriate and practical• Ensured compliance with all Data Protection requirements, undertook Business Standards Awareness Programmes• Provided compliance training to new & existing managers, developed business standards toolkitsAchievements:• Developed & implemented ISMS leading to successful accreditation to ISO27001:2005.• Re-accredited all standards from auditing firm to another; resulting in significant cost savings for business

Glasgow, United Kingdom

Reporting to the Compliance Manager, managed the internal audit programme, including scheduling, conducting and collaborating with business areas to support & manage programmes of remediation. Developed and administrated the documentation control process for the business. Key responsibilities: Managed business compliance to ISO9001, 14001 & CCA Managed the Internal Audit Program, produced & published internal audit reports for all levels of the business Collated & Analysed MI to develop remediation activities and identify improvement opportunities Liaised at all levels to ensure remediation & improvement programmes were appropriate and practical Managed & supported non-conformance remediation program Reported business compliance through monthly scorecards & annual management review presentations Administrated document control and trained document administrators Achievements: Achieved accreditation to CCA Global Standard version 5

Glasgow, United Kingdom

A member of the founding team formed to create a dedicated compliance function within the business. Responsible for planning & implementing the internal audit programme for the business, developing and adapting existing ISO9001 policies & processes to accommodate implementation of an EMS to ISO14001 accreditation.Key Responsibilities: Planned, scheduled & conducted Internal Audits, produced & published internal audit reports Collated & Analysed MI to develop remediation activities, managed & supported NC remediation program Reported business compliance through monthly scorecards & annual management review presentations Administrated Document Control Process, Implemented environmental management systemAchievements:• Accreditation to ISO14001:2004 - Environmental Management System Standard

Glasgow, United Kingdom

Part of a team initially formed to implement the company wide integration of a total call recording & quality management system. A support department to all operational campaigns working in conjunction to develop the call monitoring and call handling guidelines, and creation of call quality monitoring forms to implement. Key Responsibilities:• Managed administration of the NICE Perform Call Recording & Quality Management System• Created & developed call quality marking forms• Reported on quality an activity levels business wide• Provided administrator training• Managed the Data Release Processes• Conducted analysis of business processes• Implemented Business Improvement ProgrammesAchievements: Successful implementation of call recording & quality management system over 3 sites to over 2000 users.  Accreditation to ISO9001:2008 Quality Management Standard

Glasgow, United Kingdom

Reporting to the Quality manager, the role involved working in conjunction with the Quality Assessors & verifier teams, conducting Quality & Compliance Monitoring of insurance sales calls for Stonebridge International Insurance and Conducting Quality Assessment & sign-off of sales staff prior to them going live. Key responsibilities: Monitored Call Quality Assessed Insurance Sales Compliance Assessed & determined sign off of Sales Agent Competency & Compliance  Reported on trends in Quality Conducted Feedback & Coaching Script reviews & updates  Day to day personnel management Conducted Call monitoring Conducted feedback & coaching

Dunoon, Uk

Outsourced Call-Center campaigns from Mobile phone to Financial Loan providers. Led, motivated and engaged a team of advisors to individually and collectively provide a superior level of service and deliver project KPIs including sales performance through coaching, development and day to day management.Key responsibilities: Managed the performance of the team and individual members through:• Regular coaching, call monitoring and feedback• Completed regular one to one reviews• Delivered regular team meetings and daily briefs• Ensured all individual team members had a complete understanding of KPIs, goals and objectives• Ensured personal development plans were in place & developed for each advisor• Rewarded good performance• Addressed under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conjunction with Human Resources)• Analysed and acted upon Employee Engagement feedback to maximise team productivity, motivation and minimise absence and attrition