Douglas Macfarlane Email & Phone Number

Glasgow, United Kingdom

Delivering crucial insights to internal and external customers making use of both first and third party bulk data for various campaigns.Completing intense specialist training period remotely, primarily in SAS, SQL with some experience in R, delivering profiles for both reactive and proactive campaigns based on various self submitted data.

Glasgow, United Kingdom

Dealing with the day to day banking needs of ultra-high net worth individuals on a semi named point of contact basis by telephone, letter, e-mail and secured digital messaging.Managing exceptionally complex and manual processes through interrogation of numerous IT systems.Assisting clients with the keying and execution of high value and tax payments; sometimes involving FX treasury deals and facilitating their relationship with their Private Banker. Following legislation with respect to servicing offshore clients and mitigating risk, sundry losses, error and complex fraud attacks.Maintaining productivity, quality and net promoter score objectives along with the promotion of digital banking channels.

High Blantyre, South Lanarkshire

Dealing with complex, involved; often, complaint based queries. Liaising with departments and colleagues within the UK bank and internationally within the HSBC group to obtain resolution for internal and external customers.Meeting performance objectives based on quality, productivity, ownership and First Call Resolution to minimise impact to the branch network. Taking on more complex and sensitive high risk skillsets including Current Account Switcher Service, Head Office Complaints, PPI, Channel Islands & Isle of Man Non Resident & CDD / KYC Remediation & Safe Custody Repatriation.Rolled out new correspondence system to Customer Solutions and proposed a number of changes to the way the department works. Trialling new system migrations and rolling out to the rest of the department.

High Blantyre, South Lanarkshire

Part of a small, diverse and specialised team spread across the UK and Malta involved in a lengthy business transformation project effecting wide scale change of UK Contact Centre intranet procedures; resulting in a new user friendly and DDA compliant format the design of which is inspired and refined using feedback from the front line. Using HTML to directly code procedure pages into the Front End UI and liaising with various stakeholders through an innovative live sign off process. Ensuring a high level of quality by establishing peer review process and document controls. This results in an efficient pilot or straight to live launch while at the same time managing various risk factors. Developing towards competence in the use of Cascading Style Sheets and JavaScript.Carrying out post implementation reviews of various launches through analysis of various data sources, feedback and also calculation of FTE cost saves through reduction in call handling time. Driving engagement through the use of internal social media channels resulting in the ongoing refinement of content post launch as well as face to face contacts on site. Achieved an individual Return On Investment of 393% for YE2013.Additionallly, during my time in this role I championed the UK Bank’s accreditation as a Living Wage Employer (Confirmed May 2014).

High Blantyre, South Lanarkshire

Driving performance in ten CSOs against various KPIs through coaching and feedback.Responsible for internal auditing, assisting my Team Leader and coordinating coaching strategies with another eleven Senior CSOs. Heavily involved in the rollout of Empower / eWorkforce Management to Hamilton Customer Contact Centre.Reverted to current position due to restructuring following redundancies and redefinition of the role

High Blantyre, South Lanarkshire

Dealing with wide variety of customer queries over the telephone.Generating business income by meeting customer needs through sales and maintaining services levels through call handling.Accepted into the Global Development Programme ahead of an intended secondment to one of the Global Service Centres.Assisted the Glasgow branch’s weekend opening as a counsellor and a “meet and greet”.

Education record

Financial Markets & Risk, Pass

Financial Markets & Risk Module as part of Dip ACB