Jonathan Murdoch Email & Phone Number

Inverkip, Gb

This role provides comprehensive operational and project management support across our Transformation & Change function (covering small to medium or larger scale projects) with a focus on planning, delivery, and implementation into the business to ensure a smooth transition to Business as Usual (BAU). The Project Management & Delivery Analyst will coordinate internal projects from initiation through to completion and embedment / business readiness whilst keeping thorough logs and documentation of all decisions, risks, milestones.

Glasgow, Scotland, United Kingdom

As a Leadership Coach, i deliver leadership coaching to drive performance improvements and embed behaviour across customer facing leadership teams. I also help to drive a culture of service excellence where customers are treated fairly and are properly informed.Customer:• Create, shape and execute development that enables colleagues to deliver for customers, enhances leader capability, improves customer satisfaction, fosters employee engagement and protects brand reputation• Develop a customer obsessed culture; ensure the team understand what excellent customer service looks, sounds and feels like and strive to provide the highest level of satisfaction• Develop and deliver plans to drive a fearless culture; coach and develop the team to maximise opportunities to improve NPS, Customer Satisfaction and value to the business• Drive innovative solutions that reduce customer complaints, protect brand reputation and improve process efficiencies to increase customer retention and loyaltyColleague:• Inclusive, empowering and enabling leadership ensuring our colleagues feel supported and enabled to be the best they can be for our customers• Guide Leaders through change initiatives• Use technology to deliver coaching across multi skilled teams• Work with learning and development team to develop and deliver coaching solutions• Ensure performance is sustained post coaching interventionsCommercial:• Use management information and readily makes value and cost driven decisions which improve customer, employee and commercial performance.• Drive knowledge sharing and cross skilling across skill sets to drive optimal performance.Team development:• Enabling relationships with key stakeholders creating a cross team ethos• Ensure strong interaction and liaison between colleagues in pursuit of efficient and effective delivery and a great customer experience• Identify and remove barriers to enable individuals and the team to be as effective as possible in their role

Glasgow / Belfast

Partnering with Sales Unit(s), Learning Manager and Commercial to establish local Business Unit (BU) capability plans Delivery of Accredited Sales Methodologies (Corporate Visions) and Account Planning tooling (Altify) Delivery of interventions spanning, physical and virtual modalities on a one to one / one to many basis as required. Support, coach and mentor all levels of sales professionals (Director down). Driving transfer of learning into BAU sales practices - effective embed & sustain learning practices. Providing targeted ‘deal coaching support’ to enable sellers to best construct and land our most complex / value driven sales deals. Working in partnership with Learning Manager, making recommendations for wider capability programme needs. Analyse balanced scorecard across sales performance, behaviours and system adoption to inform the build of local capability plans.

Greenock, Inverclyde, United Kingdom

Edinburgh, United Kingdom

Glasgow/Edinburgh

As a Performance Consultant I currently work with Regional Directors, Senior Private and Specialist Business Leaders to support the delivery of the PBP customer experience, and increasing profitable customer acquisition, share of wallet and maximising retention by embedding market leading sales and service behaviours across all customer relationships. I develop, implement and deliver the catchment area customer experience plan – in line with the agreed customer experience objectives and targets – working with the Business Leaders to identify and champion initiatives to drive sales and service improvements and innovation within my catchment area, ensuring management teams and branch staff have an excellent understanding of our customer service proposition; training staff and up-skilling managers where needed to ensure a consistent and streamlined approach by all.I also provide the necessary challenge to the implementation of service processes as customer champion, ensuring a consistent customer experience is implenented across the channels.

Greenock

Deputy/Team Manager - During June 2014 I became a Deputy Team Manager as the QA advisor role i had held was changed due to a re-structure. This meant that i was aligned to a team manager to assist a team of 20 agents. Due to the re-structure there was a 6 month secondment available to become a Team Manager. I applied and was successful for this role. In June 2014 i was made a permanent Team Manager after a successful secondment.The role has the following key responsibilities - • Provide clear direction to the team through effective leadership • Ensuring adherence to ‘Treating Customer Fairly’ requirements leading to great customer outcomes • Management and development of the team • Adhering to control guidelines • Inspire and motivate team to ensure that pre-agreed individual targets are met • Drive team to collectively achieve UK Retail NPS targets • Deliver to the minimum standards as set out in the Extraordinary Operating Rhythm

Greenock

In the month of June I started a 3 year training course which would result in me becoming a fully qualified sheriff officer. My duties involved assisting the sheriff officer on a daily basis and filling out the necessary legal forms to complete each case. I also had to deal with the mail on a daily basis, prepare it and take it to the relative mailing agents. Each month there was an exam set by the Academy Director which required a pass rate of 90% and during my time there I achieved an average exam mark of 97%.

Greenock

Started as bar staff while at Univeristy and worked up to the Managers position within a year. The managerial position allowed me to develop many skills which will have aided me in recent positions.•Conducting stock takes, ordering and scheduling deliveries from suppliers.•Giving staff a variety of training, ranging from fire training to bar training.•Holding interviews for new staff and assessing staffing levels.•Monitoring staff during working hours to ensure work being carried out to the highest standard.•Ensuring all banking issues are completed before opening hours.•Deal with any complaints made in a professional manner.•Communicate with local licensing board regarding licensing matters.

Diploma Of Executive Coaching, Coaching

Ba In Accountancy, Accounting And Finance

Education record