Marc Mckeating Email & Phone Number

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

Edinburgh City, Scotland, United Kingdom

Worked part time here along with Sainsbury's as a result of losing my job due to Covid. A different role from what I had been used to but grateful for the opportunity to continue working throughout the pandemic.

Edinburgh, Scotland, United Kingdom

Worked part time here along with Morrisons as a result of losing my job due to Covid. A different role from what I had been used to but grateful for the opportunity to continue working throughout the pandemic.

Edinburgh, United Kingdom

• Managing all incidents involving the ATM estate to drive improvements in the customer journey and performance• Identifying potential issues within the estate and resolve those before they escalate• Reviewing process documentation and creating new documents for new processes• Drive and lead process changes and projects• Ensuring stakeholder expectations are met when it comes to coordinating repairs of hardware and data communication issues.• Narrating and investigating trends in hardware data and providing analysis and reports based on this to multiple different departments and levels within the bank.• Overseeing and approving weekly and monthly budgets constraints suppliers.• Managing suppliers to ensure RBS gets the most out of the service contracts we have with them.• Challenging suppliers to justify when they don’t meet contractual obligations.• Communicating on a daily basis via email and audio’s to ensure we are overcoming any issues our suppliers and stakeholders are experiencing.• Working closely with colleagues within retail operations to deliver a seamless service.• Deputising for team manager at team meetings• Support colleagues to ensure all business as usual time scales are met• Providing coaching on business as usual tasks. Lead coach for the incident management estate.

Edinburgh, United Kingdom

• Delivered high quality training to 5 staff members as part of movement of my center’s work to a new area in Manchester - this was expected to take 6 weeks but we completed it in 3, received recognition from my department for the quality of my training as part of this project.• Streamlined processes to ensure the customer journey efficiency• Chosen as Subject Matter Expert within my team and as a point of contact for other RBS Group staff with regards to online banking products on offer• Performed quality testing to ensure customer received fair outcomes• Use my financial crime experience to prevent fraud, money laundering and money mule accounts being opened, liaising with security to get customers exited when necessary• Ensuring compliance with established procedures by maintaining security controls• Excellent communication with customer relationship managers and other areas (Contact Centers, Bankline Helpdesk, Webchat) to ensure customer receives fair outcome

Edinburgh, United Kingdom

• Floor Management – effectively managing over 100 staff and resources, to best answer over 3,000 calls per day and to maintain business efficiency levels• Active engagement with internal and external stakeholders to protect customers and the business• Effectively communicating with Fraud & Chargeback Operations leadership team daily to ensure positive customer experience• Proven track record for consistently achieving business goals and service levels whilst adhering to risk assurance and quality controls• Designing and implementing innovative solutions to problems identified through root cause analysis

Edinburgh, United Kingdom

• Deputising a team of up to 15 employees• First point of contact for queries as well as a Subject Matter Expert in debit and credit card propositions• Conducted monthly 1 to 1 meetings with my team reviewing targets, establishing best practices and implementing performance improvement plans when required

• Responsible for providing customers with an exceptional level of customer service when they reach Direct Banking. • Maintaining competence in the role through continuing professional development to ensure excellent levels of product knowledge through recommended reading and revision• Responsible for adhering to and exceeding weekly sales targets which were centred on customer needs, in each interaction it was vital to build rapport and to ensure that fair outcomes were achieved