David Allan Email & Phone Number

Leeds, England, United Kingdom

Transformation Directorate - Digital Citizen - NHS login

Leeds, England, United Kingdom

Transformation Directorate - NHS Login

Remote

A key part of the COVID-19 IPTC Incidents, Complaints and Legal Claims Management team, managing the effective end to end testing journey, site readiness, supplies, couriers, laboratory testing etc. playing a vital role in ensuring all issues are dealt with efficiently and in line with current processes and guidance. Trouble shooting, triaging, problem solving and, working with over 1,100 sites and stakeholders and third party suppliers at all levels to resolve issues, incidents, complaints and claims to enable sites to remain operational and deliver the very best service to the general public. Defining and documenting communications, processes, procedures, controls and training material, producing thematic reports, analysing root causes and working with stakeholders to implement learnings and data. Liaising with suppliers and government legal teams to effectively resolve legal claims and incidents. Maintain trackers and audit trails.

Remote

The West Yorkshire System Vaccination Operations Centre (SVOC) supports COVID-19vaccination teams in Bradford & Craven, Calderdale, Kirklees, Leeds and Wakefield to plan and deliver the Covid-19 vaccination programme to the region. Forecasting, planning and managing the allocation of vaccine to meet capacity and demand, managing team operations, escalated queries, issues and incidents, and supporting the smooth and successful roll out of the vaccination plan to >5 million people. Co-ordinating resources and working closely with Regional and National Teams.

Remote

Enhance the Department’s operations capability to assure continuity of NHS supply of medical products during COVID-19 and End of Transition/Brexit. Responsible for defining effective processes, leading, training and prioritising the investigation and resolution of national disruption cases. Effective operational management of team resources to resolve cases within guidelines and to facilitate co-ordination and engagement with various stakeholders internal and external to the Department e.g. logistics, suppliers, care providers, NHS and government departments.

Leeds, United Kingdom

Led multi-site complaints and contact centre teams for up to 5.8M consumer-credit customers associated with Debenhams, House of Fraser, Amazon, Arcadia Group, TUI, and own brands. In collaboration with teams and stakeholders, design, deliver, and implement a short-term plan to stabilise operations, reduce attrition, support and engage teams, enhance customer and colleague journeys, improve quality and performance, and create robust risk and quality assurance frameworks and capacity to meet customer, business and regulatory demands. Initiate and implement a long-term change programme to deliver industry leading customer experience, FCA/FOS and escalated complaints management, root cause analysis, colleague engagement and development, and a culture of innovation and continuous improvement.

Leeds, United Kingdom

Led IT and business consultants across UK and India to efficiently deliver high quality car finance/loan software for various clients, including Admiral, MotoNovo, Ikano Bank, Startline, and Telefonica. Transformed the consultancy operating model to engage colleagues, improve quality and performance, reduce risk, delays and costs, and increase revenue in order to meet customer, business and financial expectations. Implement effective capacity planning to ensure effective project, change and incident resolution delivery.

Leeds, United Kingdom

Led and optimised complex operational areas within FCA regulated business, including FCA/FOS complaints management, customer on-boarding, ID & V, AML, KYC, webchat, email, TCF, root cause analysis, quality assurance, bereavements, legal, DSAR’s, and customer data integrity and communications for own and outsourced brands/channels, B2B, and 1.1M B2C customers. Managed regulatory, operational, and conduct risk in a highly regulated and volatile environment. Transformed a red flag audit complaints function into No.1 in the group for meeting customers’ needs. Reduced complaint volumes by 60% and case resolution timescales by 66% by introducing effective root cause analysis and resolution. Oversaw a high profile FCA and industry rectification project impacting up to 10K clients with a budget of £13M. Negotiated an alternative remediation solution with FOS that achieved redress reduction of £7M. Delivered KPI’s and SLA’s, maintained operational compliance and risk control, reduced costs and complaint volumes, and enhanced profitability. Coached, motivated, and developed colleagues to fulfil individual goals and enhance potential for performance excellence. Created business strategy and change initiatives for continuous improvement and improved colleague/client experience. Designed and implemented on boarding Anti Money Laundering systems and solutions that transformed the whole business from a Contact Centre trading business to 97% online, achieving annual savings of >£250k in the area, and increasing annual revenue by >£500k, solution was later adopted by Halifax branches and online services.

Leeds, United Kingdom

Operations Manager responsible for all regulations and controls, customer data, systems, processes and communications, in relation to customer account opening and ongoing administration.

Leeds, United Kingdom

Responsible for all aspects of training for all business areas, enabling the launch of an all stocks share dealing service. Retraining c400 staff in new processes/systems whilst continuing to run the business.

Leeds, United Kingdom

Part of the original start up management team for Halifax Share Dealing, learning and implementing regulations, designing systems and processes, planning resources, forecasts, recruiting and training, enabling c7.5m Halifax shareholders to sell £13.5 billion shares via our Call Centre operation.

Level 7 Professional Diploma In Management (Masters Postgraduate Level), Business Management, Project & Change Management, Marketing, And Performance Management, Pass

Master level learning skills, reflective manager, business strategy and marketing, organisational development and management accounting..

Level 6 (Bachelors (Hons)) - Professional Certificate In Management, Managing, Managing People, Finance & Information, Customers And Quality

Fca Registered Persons Exams - Securities Representative, Regulatory & Securities