Chris Weeks Email & Phone Number

Leading the Customer Relations MI, Change and Analytics function, driving change through the provision of actionable insight and root cause analysis

Identification and production of reporting requirements from key stakeholders for BAU MI as well as forums and committees. Creation of detailed scoping documents to outline objectives and methodology of Quality Investigations. Carrying out in-depth end to end investigations across multiple areas of them business, Use of critical thinking to improve analysis and investigations ensuring the root cause is clearly articulated, impact and sizing clearly understood with clear and robust improvement plansCompletion of detailed analysis of MI from various sources to identify trends in customer failings with improvement suggestions focussing on customer outcomesApplication of commercial acumen to identify efficiencies or profit opportunities through remediation of process/colleague failings as well as income opportunities Strategic action planning to improve customer journeys as well as regulatory complianceLeading projects for implementation of new quality monitoring system delivering real-time quality MI to operations leaders, actionable insight to drive customer and colleague improvements, automation of existing manual processesForecasting for the wider Quality Assurance department ensuring relevant business risks are covered within them monitoring plan as well as annual budgeting process. Resource planning to ensure the Quality Assurance department is sufficiently staffed to meet the monitoring demands of the business whilst allowing personal development of QA colleaguesSupporting the Quality Assurance Manager in the day to day running of the QA department as well as identification of tactical and strategical improvements to ensure the function is adequately resourced and operating to meet the evolving company, customer and regulatory need

Undertaking detailed an in-depth analysis of data to produce usable management information to make informed decisions and track quality performance.Creation and review of BAU management reports as well as ad-hoc reportingWorking closely with Operational Leaders to track and monitor performance and actionsCarry out detailed analysis of quality MI and tracking actions to ensure regulatory breeches are avoidedWorking with key stakeholders from the rest of the business gathering requirements for new reporting and enhancements to existing reportingEffective identification and analysis of quality successes and failures, issues and trends as well as improvement ideas and actionsAd-Hot process improvement work, project work and root cause identification

My current role includes managing and implementing relationships and projects with various outsourced companies. Duties include tendering and selections process, implementation and ongoing performance and relationship management.