Lynne Curtis Email & Phone Number

Cardiff, Wales, United Kingdom

Training people to achieve Cert CII and NVQ assessor

Cardiff, United Kingdom

 I plan System Test, System Integration and UAT phases, using a pool of 35 on and offshore resource, across continual multiple landings for Loans, Mortgages and Investment portfolios, resulting in projects being delivered on time. Lead on and of off-shore Test Analysts through the System Test and System Integration phase on multiple projects, conducting triage and daily progress calls, ensuring delivery to meet deadlines. As a result of implementing monthly quality checks, these have evidenced adherence to the SDLC, Governance processes and external audit requirements, for both projects and BAU. This is evidenced in the external audit report with no exceptions.  I ensure mandatory documentation such as Test Strategy, Test Plan and Test Summary Report are completed and subsequently signed-off by me, resulting in mandatory Governance requirements being met.  Following implementation of a ‘people first’ working environment, through 121s, ad-hoc support and regular catch ups with my team, I have achieved a 20% increase in the Best Companies score.  I set both team and individual objectives, to align with the company’s strategy and KPIs, for the roles of Trainee, Test and Senior Analysts.  Identify individual and team training needs, which feed into the departmental skills matrix, designed and owned by me, then deliver appropriate coaching/mentoring/training to support career progression. Managed training budget for completion of ISEB qualifications.  Responsible for Departmental recruitment at all levels, resulting in a 1% attrition rate over the last 12 months.

Newport

 Provide support to learners in various organisations within all sectors, to achieve both Foundation and Modern Apprenticeships in Providing Financial Services, Management, Customer Service and Business Administration. To assist learners in achieving Cert CII qualification by providing study sessions. To ensure learners attain Essential Skills Wales in Mathematics and English qualifications in accordance with Welsh Government guidelines.

Cardiff, United Kingdom

 Delivered projects centred on Customer Service and recognition of staff achievements. Attended regular finance meetings to ensure budget requirements were met. Organised Awards event for 150 key stakeholders in Aberystwyth University.

Cardiff

 Provided accurate and prompt underwriting decisions, adhering to best practice and FSA guidelines, thus ensuring profitable business obtained.  Effectively managed own workload including diary and post, whilst adhering to agreed telephone service levels.  Prepared renewal of policies in accordance with internal procedures and FSA guidelines.

Cardiff

 Service Centre accuracy of 85% for FSA compliance maintained and exceeded year on year from 2005.  Identified high exposure risks, implemented internal control procedures and evaluated the effectiveness of the controls through focussed audits.  Complaints process managed within the Centre, with cases audited and relevant feedback for improvement provided. This resulted in a Centre accuracy of 90% for all complaints handled.  Communicated effectively with the Consumer Services Management teams via monthly written reports, providing detailed feedback of compliance and technical quality standards, outlining recommendations for improvements.  Monthly 1:1’s and annual appraisals successfully conducted on a team of Technical Quality Assistants.

Cardiff

 Identified individual performance needs and coached for underwriting, compliance and process conformance, whilst adhering to the company’s best practice guidelines. This achieved a Centre accuracy exceeding the required 85% benchmark.  Call auditing via ‘Nice’ call recording technology carried out on over 300 sales and service consultants.  Delivered Buzz Sessions, training and side by side coaching to 24 sales and service teams.  Appointed the centre referral point for technical underwriting, compliance and system issues from 2005, to maintain and enhance our position as a leading consumer service provider in the field.

Cardiff

 Weekly and monthly plans produced to control outstanding work.  Underwriting of high net worth accounts adhering to authority levels  Distribution of resource within the team managed effectively, meeting targets. Quality checks undertaken with feedback and coaching provided.  Technical underwriting assistance provided to ensure individual authority levels adhered to.