Dan Window Email & Phone Number

Dorking

- Performance management for up to 20 direct reports in a corporate pensions administration environment- Leading working groups to improve our customer measures including a group analysing our TNPS feedback across 3 areas and 2 locations- Presenting and articulating customer data to visiting internal and external stakeholders including CEO, COO and many of our corporate customers- Simplifying processes to deliver a better customer journey and create FTE efficiencies- Coaching and developing aspiring Team Manager's through observation and feedback- Recruitment- Lead amongst peer group for data production and analysis- Resolving customer dissatisfaction- Building strong relationships with key third parties- Working with CRMs to ensure positive outcome for corporate clients

- Performance management for 14 direct reports in a busy contact centre environment- Workflow management of; inbound and outbound calls, administration work as well as webchat- Managing through periods of great change (including legislative, process and product)- Involvement as an SME as part of a task force to design and review LPDs and PPDs to facilitate pension freedoms- Daily resource planning across site with other Team Managers- Recruitment- Daily MI production and analysis for individual and departmental targets- Coaching and feedback to develop direct reports- Liaising with trainers and auditors within the department to ensure sufficient support is available for staff- Resolving customer dissatisfaction- Relationship management with 3rd parties- Strong experience of managing staff through redundancy

- The daily production and analysis of stats (both team and individual level)- Identifying areas to improve processes to; benefit the business and enhance the customer journey- Providing colleagues with detailed, evidence based feedback and coaching them to help improve performance- Auditing work for 11 months of the role in accordance with company and regulatory requirements- Liaising with other areas of the business to ensure that the customer journey is efficient and updates are consistent across teams- Providing colleagues with digestible technical industry and company updates - Taking part in a department wide Technical Forum to discuss business and industry changes- Involvement in various stages of project work including testing, implementation and review of LPDs and PPDs- Organised and lead monthly call audit calibration sessions across the department

Bachelor Of Science (Bsc), Sports And Exercise

Activities and Societies: Canterbury Christ Church University Cricket Club

Education record

Activities and Societies: Reigate College Cricket Team

Education record