Gary Elder Email & Phone Number

United Kingdom

Gosforth, Newcastle Upon Tyne

Multi Channel Contact Centre strategy and delivery evolving contact strategy across traditional, innovative and digital platforms

Newcastle Upon Tyne, United Kingdom

Ensure customer service standards are met whilst achieving optimum productivity levels to deliver business plan targets.Working as a Team with other Contact Centre Managers to implement business strategy.Effectively manage teams with planning and prioritisation of deliverables to ensure effective performance and excellent customer service.Achieve.

• Driving and developing a team of multi-skilled Sales Agents in the Mortgage & Insurance Sales Contact Centre to achieve targets across New Business, Insurance, Mortgage Review, Secured Loan and Cross Sale channels. To.
• Colleague performance management and development, including adherence to FSA regulation, specifically; MCOBS, ICOBS, TCF and telecommunication legislation.
• Managing the day to day achievement of Key Performance Indicator’s to support target achievement.
• Managing resource to ensure the most effective use of colleagues, to maximise performance with consideration of the impact on budget.
• Internal and External relationship management to support the development and implementation of new processes and products and subsequently managing and monitoring their success.
• Review MI and colleague / customer feedback to identify trends and potential issues and make recommendations,

Please see description above for sales team Manager at Virgin Money

• Working in the Marketing function to support Cross Sale performance through relationship development, governance and product performance. Main responsibilities included:
• Developing the 3rd party relationship that exists between NR and Legal & General for the promotion of Investment and Protection products.
• Production of the relationship-operating manual to ensure clear responsibilities, oversight and governance exists over the process and that it is controlled effectively, across the partnership agreement.
• The delivery of new product issues through a Copy Approval process-requiring stakeholder sign off across several business functions.
• Monitoring and evaluating relationship and product performance.
• Organising Stakeholder relationship and product implementation group meetings.

• Management of risk projects and control activity for the Contact Centre (sales and processing areas). The team reviewed new and existing processes to identify and implement Controls to mitigate potential risks working.
• Development of a risk management and internal control team, ensuring adherence to internal operational risk policies.
• Implementing contingency and controls to monitor and mitigate potential risks for post Legal and Capital restructure activity.
• Supporting Contact Centre and Processing in identifying potential risks in new processes.
• Reviewing historic audit reviews to ensure control activity remained effective to manage previous findings.

Pg Dip, Business, Management, Marketing, And Related Support Services, Commendation

Completed on a part time basis while working at Northern Rock

Education record

Education record