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.• Daily management of 15 SME’s workloads to ensure all tasks are delivered on time, which in turn ensures the project remains green and launch date remains as planned.• Delivery of input into board/meeting packs on behalf of the project manager.• Assessing the impact of any change requests into the project and seeing through to delivery.• Engaging and liaising with 3rd party suppliers to engage on involvement during UAT and model office testing.• Deputizing for the project manager in their absence by attending meetings on their behalf, such as joint project board meetings.

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.• Analysis of all sales results including compliance results and production of reports for meetings.

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 working practices by supporting the business across all mortgage customer services when business demand dictates. This may involve deputizing for the Operations Manager or involvement with projects. Accurate recording of customer and colleague information on office software systems. Through effective working relationship with peers, ensure there is prioritisation of urgent customer enquiries and workload is completed within agreed SLA’s, with recovery plans developed where required. Through regular contact and analysis of performance measures, build effective relationships with third parties to support the customer’s experience through the mortgage journey. As part of the first line of defence within the overall control environment, embed the risk framework within a team and ensure all mortgage services are processed in line with required regulation with a keen focus on the principles of Treating Customers Fairly and the Training & Competence Scheme. This will include the need to complete on-going regulatory and compliance training for a team, achieving minimum standard performance to maintain colleagues full competence in the role, conducting, marking and feeding back call reviews, and delivering coaching to staff who do not meet the required standard. Maintain the standards set out by the FCA to act as an Approved Person within a Mortgage Sales environment with your team offering an advised service.

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