Mandy Fox Email & Phone Number

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

• Leading and coaching an effective team of 10 accredited staff member who coach analyst to achieve their accreditation. • Supported the business with Project Neon – Return to appetite plan. • Driving performance and ensuring key performance is met.• Achieved Foundation certificate in Active Operations Management.

Edinburgh, Scotland, United Kingdom

• Leading and coaching an effective team of 12 agents who deal with customers in financial difficulty and require forbearance on their mortgages.• Preparing and articulating business performance to senior stakeholders daily, accepting any feedback and challenges and taking actions to make improvements.• Conduct quality assurance testing on agents and monthly business controls testing to ensure work is of a high standard and compliant.• Driving performance and ensuring key performance indicator’s (KPI’s) are met.• Conducting performance reviews with team members and documenting appropriately using Determined to lead (DTL) material.• Challenge current process and identify areas that can be improved and simplified .• Creation and embedding of a positive Risk Culture action plan.• Completing papers for process changes to be approve by change forum and senior management.• Incident team support completing Orbit and Context questions conclusion (CQC) papers.• Adherence to Operational Risk and Regulatory Risk Monitoring, Control and Attestation Framework, Change Management governance.

Edinburgh

• Managing an effective team of collections agents within a highly regulated business area• Ensuring all team members have a Performance Development Plan and clear objectives linked to business objectives.• Conducting performance reviews with team members and documenting appropriately• Proactively running incentives to motivate and drive staff performance. • Working as part of an effective management team to implement new and more efficient ways to achieve business objectives and customer contact strategies.

Edinburgh, Scotland, United Kingdom

• Keying arrangements to the customers mortgage system • Challenge current process and identify areas that can be improved and simplified.

Edinburgh, City Of Edinburgh, United Kingdom

• Dealing with correspondence, preparing, and collating information to be sent to the Department for Work and Pensions• Communicate either face to face or by telephone with applicants, solicitors, and other organisations.• Amending online application forms sent in by Solicitors using Oracle• Checking applicant’s income and capital positions and calculating same to establish whether they qualify for Legal Advice and Assistance• Corresponding with solicitor online and via mail on any additional queries regarding the case• Set-up and management of databases and monthly quality checks