David Scott Email & Phone Number

United Kingdom

Glasgow, United Kingdom

Project Team BA. Initially dealing with large data migration UAT Taking the lead in small follow up projects ensuring the smooth transition of inherited product features and creating related procedures to be used by customer service teams.Product review of Life & Pension products.

Glasgow, United Kingdom

Since 2011 I have worked within a business support area, mainly dealing with technical and legislative product reviews. This involves testing historic death, surrender, transfer & maturity claims across the Life and Pensions book of business. As an outsourcer, this covered a number of books of business • Strachan project - product review• Technical and legislative review• Report completing• Raise issues found as a result of product testing• Liaison with other areas and departments to gather information• Analysis and dissemination of information provided, including that relating to complex and varied financial products• Requirement to analyze and understand complex (and often historic) product information and technical specifications• Positive two-way team work, to assist and seek assistance from peers to ensure positive and timely outcomes• Ability / necessity to collate and summarize information for presentation to the client• Necessity to manage own time in line with varying and often conflicting deadlines• Quickly and efficiently learn to use a variety of internal systems to aid analysis • Liaise and periodically update team manager and client with findings• Provide final review findings to the client

Glasgow, United Kingdom

I have worked within several departments within initially Abbey (now Santander) and more recently Capita. I have experience of banking savings, life assurance, endowments, bonds, isa’s and other unit linked and normal savings plans. • Training new entrants from induction to being competent on the phones.• Successfully multi skill training with existing staff increasing versatility and knowledge within the team • Complaint handling and escalated calls from existing customers, which involves difficult decision-making.• Investigating complaints and providing constructive feed back to team members and identifying and delivering potential training needs where appropriate. • Review all impact assessments to ensure all risks for my team are evaluated and managed within regulated guidelines and budget.• Review mailing documents to allow appropriate sign off. • Record project time and costed correctly.• Monitor team in manager’s absence.• Proactive and lead team in process improvements and liaise with other departments to implement change.• Provide constructive feedback to admin on individual cases• Handle customer and Ifa calls competently and to a high standard• Liaise with other departments to improve working relationships.