Oversee an Outsource Operation, leading by example – placing the customer at the heart of everything. Analyse MI received from Suppliers and chair weekly/monthly meetings with them discussing MI output. Monitor KPI’s and KRI’s and ensure these are met both in the team and by external suppliers. Challenge findings to ensure appropriate understanding and action is being sought to address concernsAct as a key contact point for guidance and referrals.Offer solutions to continually evolve… Show more Oversee an Outsource Operation, leading by example – placing the customer at the heart of everything. Analyse MI received from Suppliers and chair weekly/monthly meetings with them discussing MI output. Monitor KPI’s and KRI’s and ensure these are met both in the team and by external suppliers. Challenge findings to ensure appropriate understanding and action is being sought to address concernsAct as a key contact point for guidance and referrals.Offer solutions to continually evolve the MI ensuring greater transparency for BW whilst reducing the time spent reviewing this MI. Provide solutions to improve processes. Streamlining tasks through process mapping / making a positive impact on the customer experience. Engage and lead on Complaint Handling policies and procedures adhering to Disp Complaint Handling rules. Coach staff on FSA and FOS services. Monitor complaint volumes and compensation levels - focusing on reducing volumes and costs, protecting the brand and offering solutions to our customers. Quality audit complaint final response letters and compensation / redress payments to ensure appropriate action had been taken. Provide feedback to the Outsourcer on areas of improvement. Lead by example, motivate and encourage staff to work to their potential and to the bench marks set by the company Show less

I was approached by Pearl and asked to mange one of their four Outsourcers. This meant overseeing all aspects of their Operation. Ensuring KPI’s were met and that we were delivering a first class customer experience. Appointed as Pearl’s Senior Management lead on ensuring adherence to the Group policies for Complaint Handling and Treating Customers Fairly (TCF) principles, laid down by the Financial Services Authority.• Manage the Complaints Area which covered Endowments, Saving… Show more I was approached by Pearl and asked to mange one of their four Outsourcers. This meant overseeing all aspects of their Operation. Ensuring KPI’s were met and that we were delivering a first class customer experience. Appointed as Pearl’s Senior Management lead on ensuring adherence to the Group policies for Complaint Handling and Treating Customers Fairly (TCF) principles, laid down by the Financial Services Authority.• Manage the Complaints Area which covered Endowments, Saving Products, Pensions (both individual and group) and Protection plans to ensure that disp rules were followed and that plain jargon free English was used to ensure customer understanding • Produce and share MI root cause analysis with heads of departments and directors from both Pearl and the Outsourcer • Reach out to business areas and share and promote change and good practice driving down complaint volumes and compensation costs.• Reach out and challenge where necessary Financial Ombudsman on decisions• Encourage and share vision with OSP to obtain buy in on making change happen. • Provide solutions to the OSP on all aspects of the operation from Contact Centre to Claim Handling and Complaints – these being identified through solid root cause• Enhance processes through process mapping under pinnined with Pearl’s vision on sleek, straight through processing combined with TCF principles.• Provide Guidance and Coaching to staff to develop knowledge, increase skills and drive performance• Chair monthly Governance meetings and present reports to the OSP and Pearl’s Directors and wider senior management team of the overall customer experience being delivered.KEY ACHIEVEMENT – Significantly improved the RAG statuses of each of the areas with the Operation. I reduced complaint volumes and compensations costs. This in turn produced favourable results in customer and staff surveys. Show less

Manage and motivate several teams to meet and maintain service standards whilst promoting the importance of delivering high level customer service. Distribute daily workload and prioritise where necessary. Conduct monthly controls to ensure quality and accuracy levels are being met. Meet regularly with staff building knowledge and ensure everyone understands where they fit within the team. Ensure appropriate procedures/ checklists and controls are both available and in place for all tasks.… Show more Manage and motivate several teams to meet and maintain service standards whilst promoting the importance of delivering high level customer service. Distribute daily workload and prioritise where necessary. Conduct monthly controls to ensure quality and accuracy levels are being met. Meet regularly with staff building knowledge and ensure everyone understands where they fit within the team. Ensure appropriate procedures/ checklists and controls are both available and in place for all tasks. Communicate best practice across many platforms. Analyse complaint root cause analysis within the area ensuring findings are clearly communicated to team members.Provide staff training on any changes to legislation. Responsible for staff appraisals and sickness issues liaising with occupational health and ensuring appropriate return to work interviews and procedures were adhered to. Review T & C folders on a monthly basis ensuring competency levels are met. Responsible for team recruitment. Carry out BCP duties. Monitor and ensure all adhere to mandatory training Show less