Christopher Rodrigues Email & Phone Number

Reading, Reading, United Kingdom

Reading, United Kingdom

• Leading, developing and motivating a team of 8-10 people to get the best out of each individual, tailoring my approach for each person. • Managing the workflow for the wider team of circa 30 people, improving SLA from 84% to 95% and turnaround times for agreements being sent in to being activated from 22 hours to 16 hours. • Making sure effective controls and processes are in place to ensure that we are providing the best customer experience. Improving right first time (agreements processed accurately) in the QC team from 90% to 98%. • Monitoring training needs and ensuring we have adequate cover throughout the team, getting the amount of people cross skilled on every product up from 40% to 70% and also implementing inter-cross skilling across the operational departments. • Developing strong and lasting relationships with internal and external stakeholders establishing trust between departments and ensuring the customer experience comes first. • Created and enhanced MI in the team using excel to provide more reporting to help analyse and improve performance. • Champion for the operational leadership team using tools from OCP and Agile training to deliver a reduction in waste by eliminating non-value added tasks and creating an operational excellence environment.• Challenging key stakeholders when implementing changes to protect the business and influencing the team for a seamless transition to these changes. • Owning and leading internal project for Business Resilience Payments. Identifying working group candidates, creation of test plan and assessing risk of how to approach testing.

Reading, United Kingdom

• Accurately checking documentation of financial agreements in the broker, agriculture, material handling, wholesale portfolio and block discounting sectors. • Ensuring all credit requirements and KYC is met before authorising payments to suppliers and brokers. • Reviewing the standard operational procedures and creating step by step checklist for checking and inputting wholesale/block discounting deals. • Providing training and coaching new and existing staff in the Operations and Sales teams• Keeping the supplier and commission ledgers (outstanding funds) are kept at a low and ensuring all financial queries regarding operational transactions are dealt with. Helping reconcile £300k mismatches for finance before audit.• Testing new products/fixes for any bugs before they were set released on the in-house system.• Completing quality assurance within the operations team and relaying any feedback to members of the team, identifying any areas of improvement and liaising with the team leaders to implement them.• Regularly conversing with stakeholders to ensure we have enough resource within the team and looking for process improvements. • Deputising in the absence of Team Leaders/Managers. Looking after, supporting and taking huddles for two teams of 10. Managing the workflow in the team.

Basingstoke, United Kingdom

• Ensuring all deals are sufficient for payout and getting any errors corrected by going through the necessary channels in a high volume environment. • Provide support to internal and external approved brokers. Ensuring calls are answered in a timely manner and queries are resolved. • Assist members of my team to achieve a quality service and meet team performance objectives.

Reading, United Kingdom

• Resolving customer issues and queries over the phone. • Being the first point of contact for customers and going the extra mile to make the customer experience better. • Hitting a monthly sales target by looking at the customers financial situation and seeing if they can benefit from the products offered. • Coaching new and existing starters and delivering training classes.

Reading, United Kingdom

• Assisting Natwest, RBS and Private banking customers with their banking queries.• Booking private banking customers in for reviews.• Logging any dissatisfaction and attempting to resolve it.