Paul Lafferty Email & Phone Number

Stirling, Scotland, United Kingdom

Manage the Quality Checking Oversight team. Responsible for several key controls over multiple projects. Manage relationships with key stakeholders including independent assurance.

Manage a team of QA specialists who provide assurance over several projects to the society.

Remote

Large UK financial institution. Providing independent QA review on ongoing project work. Checking customer outcomes, end to end journey, feeding back on process flaws and suggesting improvements. Have built and maintain the current MI tracking systems using visual basic through excel. I collate data on a fortnightly basis and present to senior management..

Scotland

Unfinity provide support during difficult times following the loss of a loved one. We help navigate the administrative obligations that require time and effort when your focus should be elsewhere. Unfinity is currently not an active business. We help take control of and close down where possible; Bank accounts, Gas and Electricity contracts, mobile phone.

Edinburgh, United Kingdom

6 month contract managing the ISA transfer out and withdrawals team at Aegon. Working as part of a wider investments unit I managed a team of 14 administrators primarily processing ISA Withdrawals and Transfers out of the company. Other processes in my remit were GIA to ISA switches, Inheritable ISAs including the alteration of annual subscription.

Edinburgh, United Kingdom

• Responsible for day to day running of team.
• Developed, supported and mentored 14 direct reports through the use of side-by-side coaching, team huddles, and employee development plans. I ensured the feedback provided through these tools was accurate, complete.
• Set clear, achievable and measurable goals for the team.
• Maintained regular performance management ensuring all policies and procedures are adhered to and includes annual performance and compensation reviews.
• Oversaw more than £1billion new funds under management brought into Lloyds within 12-month period.
• Conducted hiring interviews and owned training plans for new employees joining the team.

Edinburgh, United Kingdom

Short Term ContractTop QA score within my team. Role includes speaking with customers and resolving complaints regarding their HomeCare services. Letter writing, paying compensation, booking engineer visits. Very quickly learned and mastered new systems to provide excellent customer experience.

Central Scotland

Day rate contractEnsured that my team were trained, motivated and monitored within company guidelines. I tracked performance and identified any areas for improvement. I reported directly to the Operations Manager for whom I prepared weekly and monthly performance reports. Duties included;Motivating the team to achieve and exceed KPI'sMentoring and training.

Edinburgh

Day rate contractor for Lloyds through Huntswood Ltd. contracting. Outcome tester ensuring fair and impartial analysis of customers complaints. Working within FOS guidelines to see that customers are treated fairly. I have been involved in all sections of process, cradle to grave. Checking Complaint reviews - Complex redress calculations - Letter writing.

Livingston, West Lothian, United Kingdom

Day Rate Contract Promoted to QA after 6 months after 100% quality and targets hit. Worked within FOS guidelines to ensure that customers were treated fairly. I was involved in all sections of process from the cradle to grave. My role included; checking complaint reviews, 'Check the Checker', complex redress calculations, letter writing, marking calls and.

Edinburgh

6 month contract. I was an expert complaint handler in the Fraud Department. Dealing directly with customers and their experiences with NatWest, RBS and Ulster Bank. I assisted the implementation of their new 7 step complaint handling process and helped to streamline the department and ensure that it was fully FSA complaint. Audit support included checking.

Edinburgh, United Kingdom

Self employed commission based advisory position. Full Financial Planning providing advice on: Protection, Mortgages, Investments, Savings, Individual and Group Pensions. Full job process undertaken from building client base, writing suitability reports and ensuring all FSA regulations are adhered to including TCF.

Edinburgh, United Kingdom

Worked with the AA as a self employed agent selling directly to the public in supermarkets, shopping centres and on the street. Won Christmas hamper for top salespeople in December.

Liverpool, United Kingdom, Holland, Norway, Aberdeen

Utilised industry connections to promote a newly developed product to full acceptance from two market leading companies leading to an overhaul of existing (and costly) wellhead practices.

Aberdeen, United Kingdom, Algeria, Norway, Holland

Project work. Assisting in planning downhole drilling schedules. Sold to clients both existing and new. Tender and pricing preparation. Training clients in use of new equipment and processes. Was responsible for introducing equipment into a sceptical market and increased sales revenue from $200k to $1.8million per annum. Worked in North Africa for two.

Edinburgh, United Kingdom

Telephone role providing illustrations for Pensions and Annuities to IFAs. Was offered full-time contract after eight months, but moved to a permanent role with Andergauge in 2002.

Edinburgh, United Kingdom

Management and cost accounting for Scottish Parliament building project – (P&L, BS, etc). MI preparation to board level.

Edinburgh

Temporary contract dealing with customer enquiries to the new FSA projection models for Endowments. 80% phone based direct with customers and 20% complaints administration.

Business Studies

Diploma In Regulated Financial Planning, Lv 4 Rdr Qualifications

Activities and Societies: http://www.cii.co.uk/Study here is part completed and ongoing.

Ba Business Studies, Business