Keith Fitzsimons Email & Phone Number

Birmingham, Gb

Birmingham, England, United Kingdom

Manage a highly skilled team of Mortgage Service Specialists.Responsible for all Servicing activity from Mortgage Drawdown through to redemption , including Collections , Litigation and Forbearance activity

Birmingham, United Kingdom

Recently assuming the Quality Assurance & Training Manager role, I am accountable for providing expertise to improve performance and efficiency. Specifically, I supply real time Management Information (MI) and collaborate with senior managers on optimal solutions and remedial. I also act like a link between company and Three Lines of Defence to follow up on report production.

Birmingham, West Midlands, United Kingdom

Responsible for monitoring and continually improving Customer Satisfaction requirements, I managed a unit consisting of 130 staff members and nine Team Managers. Working in a high-pressure environment, I ensured financial targets were achieved for unit budget and staffing costs, identifying opportunities and controls which led the unit to come under budget target. My most significant contributions include the following:► Won twice the Service Excellence Award for Mortgage Operations and attended Excellence Awards in Budapest and Paris as a reward.►Contributed to the Bank becoming the Number 1 Service Provider within the Mortgage Broker Market.►Substantially decreased SLAs from seven days to two within six month by identifying duplication and empowering staff to take decisions without referral.►Minimised referrals coming into the Unit in the last quarter of 2016 by 26%, streamlining existing processes to eliminate Customer Journey delays.►Streamlined alongside the risk team the process of verifying customer addresses, using Electronic KYC systems to assess and update addresses; led to improvement for 90k customers per year.►Initiated Risk Assessment and Awareness culture to protect customers and business. ► Introduced a versatile business function to meet fluctuating customer requirements.

In this capacity, I led 40 staff members, and coordinated recruitment and attrition in line with budget plans. My most significant contributions include the following:► Integrated Lean Tools and Techniques which identified a 25% reduction in staff required to resource Operation Support.► Drove £250k savings by optimising invoicing process, transitioning from a singular billing system to multi-billing invoice system.

Birmingham, United Kingdom

Led 12 Underwriters accountable for high net worth customers.My most significant contributions include the following:►Directed successful implementation of End to End process, supplying Offer Letters in one day.►Decreased average SLA for assessing mortgage applications from 2.1 days to 1.7 days through effective workplace workouts and staff training and development.►Improved team cohesiveness and overall performance, enabling staff to assume more duties.

Bachelor Of Arts (B.A.), Government And Politics, 2/2

BA Hons Government and Politics

Higher National Diploma, Business Studies And Finance, Distinction

HND Business Studies and Finance