Jackie Pringle Email & Phone Number

London, Gb

London, Gb

As Head of Operations I am responsible for managing the judging process and organising the Awards Evening.

London, Gb

Management of the UK National Contact Centre Awards programme including the judging process and the Awards Night.

Manchester , Manchester , Gb

Interim role supporting leadership and colleagues during significant transformation of the business. Took responsibility for conducting a thorough handover and transfer of knowledge of the complex area recently managed and the many projects involved in.

Manchester , Manchester , Gb

Planned, organised and led the provision of expert strategy, advice and guidance and the supply of key business support services to enable the Operations and Co-op insurance Executives to achieve specified outcomes in line with the business strategy and objectives.Managed a diverse, fast paced and challenging area of circa 50 people supporting Co-op Insurance Contact Centres, working collaboratively across the business whilst it embarked on a transformation programme and the Co-op Group went from a difficult rescue to rebuild phase in its recovery. Day to day ownership for a number of contact centre support services including Quality Assurance, Quality performance reporting, Incentives & Recognition, Business Training, Knowledge Management, Communications, Business continuity, Control & Governance, Cost Control, Small Change & Business Readiness. Created a culture of continual improvement across the function to reduce costs, increase revenue and enhance customer experience.Led & project managed the successful review, development, implementation and embedding of new Quality Assurance (QA) and Training and Competence (T&C) frameworks to ensure robust controls were in place enabling a platform to really drive performance.

Manchester , Manchester , Gb

Responsible for organising, managing and controlling small change activity, resource and change demand for Co-op Insurance to facilitate quality outcomes and the Co-op Insurance Strategic Plan.• Initiated, planned and led the development, agreement and implementation of circa 60 small business change development/process improvements per annum to improve overall performance. • Ensured business readiness for Operational areas for all projects & change initiatives resulting in no negative impact to customers and minimum disruption to colleagues.• Led the organisation, management and control of the Co-op Insurance process governance framework including end-to-end process controls and mapping, applying rigour to processes and procedures ensuring business was conducted within appropriate risk, compliance and regulatory frameworks.• Picked by Co-op Group Exec to be a member of the Consumer Services virtual leadership team to consult, design and deliver cross business initiatives to support the Co-op Group rescue and rebuild programme.

Manchester , Manchester , Gb

Co-op Insurance role model of the year 2013.Responsible for leading the design, development, prioritisation, implementation and ongoing delivery of a clear Quality Strategy and identifying, monitoring and delivering process excellence to improve quality outcomes for customers and colleagues.Led the design, development and implementation of an industry best practice Quality framework and the embedding of best practice Quality Assurance techniques and processes.Provided expert level advice to all frontline colleagues on industry best practise, regulatory frameworks and the delivery of the Customer Promise supporting the Operational teams in meeting and maintaining all quality standards. Took an end to end view of the customer journey from point of sale, service & processing, through to point of claim and delivered a number of key initiatives.Conducted quality reporting, process improvements and small operational change for the customer facing areas as well as project managing a number of high profile projects.Input to numerous regulatory change programmes including CIA, CCD and Auto renewals.Managed the root cause analysis of all voice of the customer data including complaints & seized opportunities to implement improvements to reduce dissatisfaction, improve customer experience & reduce cost.Understood and applied the commercial, finance and legislative requirements including regulatory issues and constraints ensuring the regulatory framework under which financial services organisations operate was adhered to and that treating customers fairly was embedded in the processes.

Manchester, Greater Manchester, Gb

Part of a hand picked team working on a £10m “Bank with us” programme to drive sustainable growth in primary current accounts resulting in 18% in year accounts growth.

Manchester, Greater Manchester, Gb

Responsible for developing and delivering the colleague communication, engagement and culture programmes across c3,300 Shared Services colleagues to drive Colleague Advocacy and deliver upper quartile employee engagement and a culture that was aligned to the CFS givens, purpose and values.

Manchester, Greater Manchester, Gb

Responsible for developing, implementing and managing an incentive scheme across c1, 600 advisers and 200 Team Managers in the Banking and Insurance sales & service contact centres across 3 sites managing the scheme within budget whilst maximising the return on investment

Manchester, Greater Manchester, Gb

• Maximised the use and understanding of the Verint call recording system across the CFS contact centres to increase quality assurance call-monitoring activity• Lead subject matter expert for voice recording requirements for a Telephony Stabilisation project.• Designed, agreed and implemented best practice call monitoring processes across CFS Banking, Insurance and Mortgages contact centres including Direct Sales, Customer Service, GI Claims, Debt Management, Processing and Fraud.• Increased customer engagement results each year and improved consistency in evaluating calls across all contact centres, supporting delivery of the Customer Promise.• Drove the agenda in embedding quality responsibilities into the front line of the business.• Continually explored innovative improvements in call recording software, led the delivery of a speech analytics proof of concept to enable CFS to measure return on investment.• Implemented a Training & Competence scheme into Co-op Insurance contact centres. • Participated in User Groups exchanging best practice and sharing experiences.

A short-term consultancy role responsible for assessing the quality and consistency of the customer experience across 104 stores, providing senior managers with appropriate feedback and recommendations leading to an 11% increase in sales performance.

Quality Manager, Road – Created and managed a team of 4 Senior Quality Analysts and 20 Quality Analysts, to measure and improve the competence and quality of 1400 contact centre staff within 4 AA sites. Responsible for analysing & identifying trends, leading and implementing company wide projects to improve levels of quality, directly impact operational KPI's and reduce operating costs. Managing the quality team budget & ensuring that the AA Road business was meeting its FSA compliance requirements.

Basingstoke, Hampshire, Gb

Managed a high performing team of 10 -15 inbound call handlers through skilled motivating & coaching . Supported numerous department projects including marketing, recruitment and IT systems.2001 Finalist in AA National Manager of the Year Awards.