• Head hunted for the role, which provided opportunity to assist with the winding up of Quality Control section within Project Eagle.• Driving high performance culture across a team to meet and achieve case handling deadlines and Key Performance Indicators (KPIs) associated with Quality Controls undertaken by activities within the redress project. • Engaging with senior stakeholders, keeping them informed of any risk and issues, and providing support and guidance to the wider… Show more • Head hunted for the role, which provided opportunity to assist with the winding up of Quality Control section within Project Eagle.• Driving high performance culture across a team to meet and achieve case handling deadlines and Key Performance Indicators (KPIs) associated with Quality Controls undertaken by activities within the redress project. • Engaging with senior stakeholders, keeping them informed of any risk and issues, and providing support and guidance to the wider Operational Team. Ensuring Case Handling competency levels are achieved and maintained. • Facilitating negotiations to resolve conflicting case decisions. • Leading the allocation of quality control checks for complaints, payments and letters. Show less

• Established complaints processes and procedures for operational sign off.• Reporting daily performance MI to the Senior Leadership Team. • Managed a team of complaint handlers, clearing a four-month back log of quality control checks and completion of feedback to the complaint handlers.• Championed the complaints and redress project to maintain customer centric service. • Subject Matter Expert (SME) on Complaints and Redress at general and project specific level.

• Created, wrote and delivered training material for complaint and call handling team. Ownership of version control documentation used and recorded by training team.• Devised and implemented employee engagement programme that was recognised by the head of COO operations.• Department representative at Senior Manager Operational Forum. Produced process improvement recommendations for sign off.• Devised a coaching skills charter and training plan which was presented to all Trainers… Show more • Created, wrote and delivered training material for complaint and call handling team. Ownership of version control documentation used and recorded by training team.• Devised and implemented employee engagement programme that was recognised by the head of COO operations.• Department representative at Senior Manager Operational Forum. Produced process improvement recommendations for sign off.• Devised a coaching skills charter and training plan which was presented to all Trainers, reviewed and followed up. • Developed a Call Monitoring checklist for all customer facing teams within the department. Ensured we had the right conversations with customers and mitigated the risks to the bank. Show less

• Line managing multiple teams across duel HSBC sites, coaching, mentoring and performance management of First Response teams.• Utilized and interpreted management information and data to support 1-2-1 performance conversations and drive the right team behaviours to achieve success.• Facilitated regular departmental meetings to communicate product and process mission statements with a view to maintaining consistency.

• Delivered tailored and timely feedback to case handlers to identify and close any identified specific product and processes knowledge gaps.• Recording, undertaking audit checks of team’s quality output and reporting of quality performance MI for weekly dashboard.• Prioritised implementation of all recommendations made by internal/external auditors and external regulators and reporting direct to Department Lead with progress reports. Ensured department procedures adhered to policy… Show more • Delivered tailored and timely feedback to case handlers to identify and close any identified specific product and processes knowledge gaps.• Recording, undertaking audit checks of team’s quality output and reporting of quality performance MI for weekly dashboard.• Prioritised implementation of all recommendations made by internal/external auditors and external regulators and reporting direct to Department Lead with progress reports. Ensured department procedures adhered to policy regulations. Show less

• Investigated, responded, resolved and redressed mis-sold packaged bank accounts. Managed own case load, whilst maintaining highest quality.• Worked under pressure to hit required productivity measures whilst achieving expected quality output.• Response and resolution of complaints whilst maintaining support to other team members. Continually making difficult decisions, ensuring business risks are minimised.

• Managed team performance in terms of call quality, service level agreements and upselling of HSBC products and services.• Held individual 1:1 meetings discussing objectives and contributions• Delivered monthly call coaching to develop and enhance performance of team members.

• Monitored colleagues call handling and delivering frontline coaching to improve performance. Facilitated a training academy responsible for the recruitment and subsequent training of new staff.• Overview of call handling of team members leading to reporting and feedback of calls for coaching purposes to improve customer experience.

• Delivered high level customer service and complaint handling of customer investment products. • Dealt with customer investment withdrawal requests. Handled high pressured service level commitments within tax year end customer queries.

• Front line customer service and maintenance of bar cellar. Responsible for stock take and replenishment of stock within the premises.• Training of Front of House Team to deliver first class customer service.

• Responsible for team rotas and front of house management.• Involvement of the ordering of replenishment of stock within the premises.