Kevin Eves Email & Phone Number

Working From Home

Leading Santander Business Banking OperationsDelivering outstanding service, through active collaboration with strategic outsourcing partners. Supporting customers by improving their user experience, implementing tactical and strategic process improvements. Realising cost benefits through increased digitisation.

Delivering service excellence in a back office banking environment. Managing resource to ensure international payment enquiries are resolved in line with business SLAs while delivering exceptional customer service.

Liverpool, United Kingdom

Reporting to the Claims Operational Manager in the leadership and motivation of a team of <12 Claims Advisers to proactively contact non-fault third parties involved in motor accidents.Key achievements• Instrumental in the team delivering cost savings of +£5m having motivated staff to enthusiastically sell the benefits of DLG’s services.• Drove efficiency through the management of productivity, costs and increased value added activity.• Exceeded individual targets / objectives and KPIs through workload and performance management.• Reduced staff attrition through effective motivation, coaching and engagement.• Cultivated relationships with key stakeholders to drive business development.• Championed the delivery of Treating Customer Fairly principles.• Proactively identified trends and utilised data / information to understand emerging issues and take action in a timely manner.

Wirral

Forged, maintained and nurtured key internal / external business relationships as part of a multifaceted and customer-facing role.Key achievements• Collaborated as part of a multifaceted team to ensure the delivery of service excellence.• Utilised a consultative approach with clients to analyse and delineate their requirements and promote appropriate solutions.• Contributed to branch sales targets through the proactive identification of cross-sale opportunities.• Played an integral role as part of the ‘Clerical Engagement Team’; liaised with the Area Manager on all aspects of staff engagement, including process improvement and fundraising activities.• Organised and coordinated branch charity activities.• Appointed ‘Advance Specialist’ to drive the sales of packaged current accounts.

Liverpool, United Kingdom

Harnessed impressive people and operational management skills in a fast-paced and service-oriented role, in accordance with strict SLAs and KPIs and Financial Services Authority (FSA) regulations while producing Management Information and reporting to the Business Manager.Key achievements• Coached sales through service, helped the team to identify cross-sale opportunities during the claims process.• Increased performance through regular coaching and feedback sessions.• Identified potential in team members and developed talent through delegation and training.• Recruited staff using competency / strength-based interview methods.• Designed, rolled out and embedded the ‘Customer Ownership’ claims handling model within the Motor Theft department.• Improved process efficiency and customer service delivery having project managed the implementation of a contact analysis study.• Devised and implemented the claims handling model for all motor claims within Aviva.• Performance managed team to number one in fraud identification table; saved +£500,000 in fraudulent claims, in one year.• Key contact point for external suppliers – influenced and negotiated to secure favourable terms.

Liverpool, United Kingdom

Working on the ‘3 mobile’ campaign I managed a team of approx 12 FTE to deliver outstanding customer service in a BPO environment. Ensured department SLA’s and KPIs were achieved. Managed all aspects of performance including attendance, performance and disciplinary.

Liverpool, United Kingdom

Working on the Vodafone Pay As You Go campaign I was responsible for the delivery of our client’s SLAs and managing my team’s performance objectives.

Birkenhead, Wirral

Working on the Vodafone Pay As You Go campaign I was responsible for managing my team’s performance objectives and the delivery of our client’s SLA’s.

Advanced Apprenticeship, Management

A Level, History And Psychology

Secondary School or equivalent At Birkenhead IX Form College I gained 'A'Level Qualifications

10 Gsce, Various

Secondary School or equivalent During my time at The Mosslands School, I gained 10 GCSE qualifications, held the position of 'Form.

Education record

Secondary School or equivalent During my time at The Mosslands School, I gained 10 GCSE qualifications.

Education record