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 departmental targets, performance benchmarks and service levels in line with corporate expectations.Monitor and maintain compliance with internal processes and procedures and external regulation, legislation and good practice.Identify business opportunities and drive business growth to achieve commercial objectives and business targets.Manage change effectively ensuring planning and communication maximise positive outcomes and delivers objectives with minimum disruption.Develop talents of colleagues to build a multi-skilled team that supports efficiency, profitability and flexibility.Build and sustain customer service leading by example to ensure improvements to customer service.Drive risk awareness to enable effective mitigation or avoidance.Review opportunities for performance improvement and implement changes to processes and structures to achieve these objectives.

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 ensure the team are equipped to contribute to the business plan and the achievement of target against key metrics, I deliver consistent leadership, identify effective coaching styles and embed customer initiatives to drive multi-product sales.Main responsibilities include: • 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, • An awareness of VM’s products and competitor propositions in the financial market place

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.• Monitoring business channel performance and the successful delivery of product launches.

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 with Subject Matter Experts. Main responsibilities included:•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