Jon M. Email & Phone Number

Cardiff, Wales, United Kingdom

Manage the relationship with FOS ensuring that I take a collaborative, prompt, and decisive approach.Lead a small team of case handlers that works flexibly and remotely ensuring that we respond to FOS and the customer within given timescales.Analyse FOS decisions and provide insightful reports to senior management to assist with decision making and to drive policy or process changes where needed.Perform and capture trend analysis providing commentary to supplement reports where appropriate.Develop and embed a culture of continuous improvement.

Cardiff, Wales, United Kingdom

• Liaising with the Financial Ombudsman Service to assist with their investigation of escalated complaints in line with guidelines.• Challenging the decisions of the FOS Adjudicators and escalating where required to an Ombudsman for further review.• Proved data, feedback recommendations and MI to the business to help improve the service we provide and to protect the business and brand within the market.• Providing guidance and training to the case handlers to reach outcome in line with FOS expectations• Working with business and customers to complete the outcomes agreed with FOS within appropriate timeframes.

Cardiff, Wales, United Kingdom

• Liaising with the Financial Ombudsman Service to assist with their investigation of escalated complaints in line with guidelines.• Challenging the decisions of the FOS Adjudicators and escalating where required to an Ombudsman for further review.• Proved data, feedback recommendations and MI to the business to help improve the service we provide and to protect the business and brand within the market.• Providing guidance and training to the case handlers to reach outcome in line with FOS expectations• Working with dealerships and customer to complete the outcomes agreed with FOS within appropriate timeframes.

Cardiff, United Kingdom

• Investigating complaints and gathering evidence• Liaising with customers, dealerships, Account Managers and third parties• Maintaining exceptional quality scores to ensure the MotoNovo brand it protected• Proactively managing a caseload to ensure all regulatory timescales are met and customers are kept informed

Brighton, United Kingdom

To improve the economics, efficiency and effectiveness of the Global Card Issuance Process across Europe, Australasia & Japan, through process improvement and deployment of new products/development.Identify, quantify, and manage various projects aimed at achieving Optimisation, Quality and Customer Satisfaction targets.Manage and own multiple project engagements across international markets to roll out product enhancements an changes. Develop and deploy new products and associated requirements, both as part of a broader programme and individually at a market/product level.Liaise with external partners to ensure a strong and proactive relationship to successful launch projects to tight SLA and to deliver an exceptional service to all stakeholders.

Brighton, United Kingdom

Manage and own the relationship between American Express and the Financial Ombudsman Service (FOS).Lead a team of 3 FOS Liaison Analysts. This includes training, 1:1’s, work allocation, resource planning, escalations etc.A point of contact for GCO, External Counsel, Compliance, Public Affairs , Trading Standards, ICSS, GES, GNS, Risk, any other global Exec OfficesCreate, track, maintain and present Management Information in a clear, accurate and concise way.Monitor and track all financial transactions in my team to assist with the financial reserve planning.Review work flows to spot trends and issues.Investigate complaint cases to track and present route cause issues. Use this information to implement process improvements across the Executive Office and beyond.Continually monitor communications from FOS to ensure we are working within the set guidelines at all times.Challenge the FOS as appropriate to ensure the right decision is reached for American Express and our Cardmembers.Ensure all work is completed within the SLA’s agreed and set out by the FOS, FCA and American ExpressWork closely with a number of business units including Finance, Controllership, governance, product managers and compliance.

Brighton, United Kingdom

Manage the running of both the Insurance Executive Office and the Administrative team to ensure we remain within strict SLAs while remaining compliant.Liaise with senior management from a verity of internal departments and external partners (AXA, ACE, Affinion etc)Rolling out new processes to the team while taking in to account feedback and MI information to make changes where needed to ensure a successful implementation.Working with my CSL and compliance officers to review processes and then to role out the required changes and improvements.Encourage my team to bring issues that may be a risk to the business to my attention and to proactively seek appropriate solutions.Working with auditors to ensure an understanding of our department and explaining the many roles of the team in a clear way to assist them with their audit and rolling out required changes in and appropriate way.Continued reviews of department FTE to ensure we have the right resource for the flow of work and reducing costs or increasing the headcount where required.Posting roles, interviewing potential staff and selecting successful candidates to join the team.The Team includes a selection of staff including permanent, temporary, part-time and contractors which means I must work closely with HR and external recruitment companies at all timesWorking with the finance director to track and manage the cost associated with the team and to ensure accurate tracking of this information.Be aware of any trending complaints or possible triggers which may be a risk and to put appropriate processes and solutions in place.

Brighton, United Kingdom

Investigating insurance complaints from Cardmembers and 3rd party claims companies. Products include: Repayment Protection, “No Added Charge” credit card benefits, Travel Retail Insurance, My Essential, ID Defence and legacy products. Resolving complaints via email, Letter and phone in line with guidelines set by the Financial Services Authority and internal service level agreements. Supporting MI projects within the team by creating and managing spreadsheets and reporting accurate information. Working directly with the compliance officer to progress and implement process improvements with the department.Liaising with the Financial Ombudsman Service to assist with their investigation of escalated complaints in line with guidelines set by our compliance department.Challenging the decisions of the Adjudicators and escalating where required to an Ombudsman for further review.Arranging the training of new starters to the team and providing overviews of the complaints handling process to staff from connected departmentsKey AchievementsAchieved a 1:1 in my first end of year at American Express.I was delegated the AEISEL FOS Liaison Officer and work closely with the AESEL Officers.Worked closely with the Compliance officer.Managed the training and QC of ten external contractors.Signed off complaint handler on all major products handled with the Executive department within 3 months.Taking critical responsibilities throughout all areas within insurance operations.Presented and initiated a number of major process changes to improve the efficiency and service of the department.

Brighton, United Kingdom

Investigating customer hardship and charges complaints received by letter, phone and e-mail. Issuing a response detailing the findings and solutions to rebuild the relationship between the customer and the Bank. Talking to customers in extreme financial hardship to find a way forward and an affordable way to clear their debts. Working with strict banking codes to ensure customers are treated fairly and reasonably. Collecting business improvement ideas from other team members and implementing the processes were appropriate. Liaising with associated departments’ management to ensure all changes benefit the company without risk to the business or the customer. Managing the work flow of a team of contractors as part of a project to reduce the department backlog. Liaising with our Leeds office to ensure the integration of our workflow is passed over seamlessly. This evolved acting as a referral point for staff and IT as well as assisting with process queries and staff access issues.Key AchievementsConsistently the top performer with regards to quality and quantity scores.Managed and trained a team of contractors’ with the aim to reduce the backlog of complaints to a predetermined time scales.Temporarily relocated to the Leeds office to manage the training and handover of all work in readiness of the closure of the Hove office. Worked closely with the project team to ensure the integration of systems and work streams between the Hove and Leeds offices.

Horley

Researching, collecting and collating data and inputting accurately into an Excel spreadsheet to be used by the marketing teamMaking international sales calls to existing clients to gain more information and update details already held. Organising the sending of weekly electronic mailings using outlook to market the company news letter and coming exhibitions. Worked closely with the CEO on a number of projects.Quickly learnt about the aerospace industry to allow me to confidently discuss the products.Designed and issued email marketing literature and materials.

Hove

Dealing with large volumes of enquires from the public, other pension companies and Independent Financial Advisers to transfer pensions from Legal & General to other providers. Working with sensitive customer information to produce pension quotes and settlements on a variety of programs and systems. Trained as a department complaints handler. Responsible for training new staff and acting as a “buddy” to new starters. Working in line with strict time frames and regulations imposed by Legal & General and the governing financial bodies.

Burgess Hill

Education record

A-Level - Design & Technology – Pass Pitman Qualifications - Word Processing stage 2 – Pass GCSE – Math and IT - Pass

Education record

7 GCSE pass grades including English and Science