David Harrison Email & Phone Number

Manchester Area, United Kingdom

Manchester, United Kingdom

North West, North East & Scotland

Conducting operational audits to review branch, contact centre and specialist unit systems and processes to ensurecompliance with company policies. Delivering service excellence to customers whilst maintaining compliance with all FCA regulations and TCF obligations. Producing clear, concise written reports within designated timescales, tailored for target audiences. Undertaking ad-hoc tasks and projects as agreed with the Operational Audit Team Leader. Leading and improvement in levels of customer satisfaction through continual monitoring of service, operations andprocesses. Contributing to the development of the Operational Audit Programme working papers and holding cross-departmentalinvolvement. Communicating audit findings in clear terms to Operational Management teams and Senior Level Executives.

Managed Professional Indemnity activity and issued quarterly reports to the Board and insurers. Tracked spending activity and provided MI to relevant stakeholders for monthly provision forecasting. Forged strong working relationships with Professional Indemnity Insurers and led broking tender processes. Investigated cases thoroughly and ensured the fairest possible outcomes were achieved. Submitted files of papers to the Financial Ombudsman Service for review. Leading the training and development of junior members of the team in-line with company objectives / aims. Promptly responded to requests from the police for statements in MG11 format for presentation to court.