Lauren Monaghan Email & Phone Number

Glasgow, United Kingdom

• Signing off all business processes that are impacted by our project on behalf of the operation.
• Supporting SME’s with the preparation of artefacts in the project to ensure they are high quality prior to sign off and are efficient.
• Creation of UAT execution plan and approach.
• Planning and delivering sessions to the client to show our processes and relevant project plans to gain sign off.
• Working with all other work stream leads to ensure we are working and communicating together well.
• Creation of model office plan and approach.

Glasgow, United Kingdom

In description in profile above. Im summary, design, plan and deliver training within a regulated advised mortgage environment.

• Managing, leading and developing Team Managers to ensure all colleagues deliver an excellent customer service within regulatory framework. Also to ensure attrition and absence is effectively managed to minimise these.
• Delivering on track KPI’s and service credits.
• Operational Risk management – identifying key risks in my area and putting correct controls in place to mitigate these.
• Continuous improvement – ensure “systems thinking” principals are utilised to ensure we create a dynamic workforce who can put suggestions forward to improve customer experience.
• Client Relationship management – Daily liaising with client on KPI’s and developing relationship.
• Change Management – Where a change is raised by our clients, complete impact analysis to allow costs of implementation to be given. Once approved, see through to delivery and communication.

Glasgow

Lead a team of Customer Service Representatives - Mortgage Advised Sales, who will advise, guide and support the customers throughout the mortgage advised sales process. Be a point of escalation and subject matter expert for customer queries across the mortgage sales process, and provide support to staff when dealing with complaints. Be flexible in.

Using systems thinking principles to develop a customer centric business.Continuous improvement

- To design and deliver training on mortgage and insurance sales to UK wide contact centres within our organisation.- Assess competence prior to leaving the training environment.- Development of team managers and training other trainers