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. I work closely with the relevant stakeholders and ensure that the QA framework is fit for purpose and provides assurance that all our customers are being treated fairly and in line with current financial guidelines. I provide feedback to the QC team, and the individual casehandlers working on the project.

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 contracts, TV and streaming subscriptions, ISA transfers, pension claiming, postal redirection etc. We do not offer financial advice or manage estates. If you feel that you might want to speak about our service, please email - enquiries@unfinity.org

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 allowances. Day to day work was people management and process overseeing. Contract finished at the end of January 2020.

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, professional and allowed the team members meet their goals• 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. • Proposed and implemented new ways of working including reducing SLAs for brand new work items coming into the business which transformed the customer journey and overall experience. • Cost Control and Oversight of process through use of capacity planning and monthly discussions with planning teams. • Encouraged open and honest communication within the team allowing everyone to contribute to and own the teams purpose and direction.• Dealt with escalated complaints and customer enquiries.

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 new starts and under performersWorking closely with the QA function to ensure that all policies and procedures were followedResolving any problems that arose Staff management including disciplinary and performance improvement initiativesKey Achievement – assumed management of an under-performing team and led them to achieve significant performance improvements, within a 4 week period.

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 - Listening and marking calls. MI reporting for senior management - Floor walking responsibilities assisting other complaint handlers with their day to day work. Represented our project on benchmarking calls with other Lloyds business units. Chair of the continual improvment fourm - working within the change team. Designing and delivering training material for new starts. Subject Matter Expert for new staff, buddy support for experienced staff.

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 MI reporting for senior management. I also had floor walking responsibilities which involved assisting complaint handlers with their day to day work. I represented our project on bench-marking calls with other Lloyds business units and chaired the continual improvement forum within the change team. I was responsible for designing and delivering training material for new starts and acted as a Subject Matter Expert for new staff and buddy support for experienced staff.

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 process management of team including correct outcomes achieved. TCF was number one priority. Cradle to grave process.

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 years autonomously.

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