Mark Anthony Devlin Email & Phone Number

United Kingdom

Providing palliative, complex ane end of life care within a community setting. Dealing with medication, personal care, continence/catheter and stoma care. Promoting independance whilst maintaining service users dignity at all times. Adhering to policies and procedures reporting any concerns with the relevant health care professionals where required.

Stirling, Stirling, United Kingdom

Managing and monitoring the daily resourcing of the team ensuring that service levels will be achieved. Plan and consider future requirements of the quality control team. Prepare and understand MI for production meetings and explain any issues that have arisen and deal with complex queries. Lead projects within my business area to create tools that allow easier data entry for the team and provide valuable MI data to the wider business. I am responsible for rolling out new processes to the… Show more Managing and monitoring the daily resourcing of the team ensuring that service levels will be achieved. Plan and consider future requirements of the quality control team. Prepare and understand MI for production meetings and explain any issues that have arisen and deal with complex queries. Lead projects within my business area to create tools that allow easier data entry for the team and provide valuable MI data to the wider business. I am responsible for rolling out new processes to the team and provide ongoing coaching to ensure full understanding. Recommend process improvements to the relevant business areas based on findings from audit commentary. Hold weekly meetings with my team to promote consistency throughout the team when cases are being sampled. I deputise for the team manager and attend meetings on their behalf where required. Show less

I am responsible for reviewing, assessing and analysing transactions handled by the operational business areas, ensuring adherence to regulatory requirements and TCF principles. I provide valuable and constructive feedback, support and advice to teams and management to continually support the development of staff and promote best practice. Analyse quality results to identify trends, business risks and better processes and procedures. I produce a monthly report containing internal MI… Show more I am responsible for reviewing, assessing and analysing transactions handled by the operational business areas, ensuring adherence to regulatory requirements and TCF principles. I provide valuable and constructive feedback, support and advice to teams and management to continually support the development of staff and promote best practice. Analyse quality results to identify trends, business risks and better processes and procedures. I produce a monthly report containing internal MI, statistics and key findings. Took responsibility for employee engagement to liaise between team and management ensuring team members had a confidential channel to raise issues. Show less

Stirling

As a key member within a bespoke processing team I am responsible for dealing with complex transactions on behalf of clients and partners, while meeting service levels and ensuring completion to a high standard. Chosen ahead of other colleagues to take on the role of RRD issues in an effective and efficient manner. This role involves researching, analysis and collaborating with other teams to achieve the desired outcome.

Glasgow/India

Lead for the migration of key business process to India, reviewing end-to-end process, designing training materials, training 30 consultants on products, and delivering processes and customer service skills to the teams. Whilst in the UK hosted training sessions on WebEx and via conference calls, and utilised technology to interface with managers and teams in India. Travelled to India on two occasions to deliver training and to assess capacity to “go live”, ensuring that service levels were… Show more Lead for the migration of key business process to India, reviewing end-to-end process, designing training materials, training 30 consultants on products, and delivering processes and customer service skills to the teams. Whilst in the UK hosted training sessions on WebEx and via conference calls, and utilised technology to interface with managers and teams in India. Travelled to India on two occasions to deliver training and to assess capacity to “go live”, ensuring that service levels were exceptional. On second trip to India, selected 12 of 16 consultants to participate in higher level process training and took full responsibility for training outcomes. Through workshops, PowerPoint presentations and on-the-job mentoring successfully trained all 12 consultants to sufficient levels of knowledge and skill to take over from the UK team. Show less

Glasgow, United Kingdom

Following hefty fines from the FSA, RBS increased their focus on their complaints process. Researched and analysed the root causes of the breakdown of the complaints process. Uncovered error trends through the complaints audit for the Home Business Support department. Took responsibility for two teams numbering 25, and identified skill/ knowledge gaps. Developed improved complaints performance through on-the-job training, guidance and instilling a new focus into the team culture. Shared… Show more Following hefty fines from the FSA, RBS increased their focus on their complaints process. Researched and analysed the root causes of the breakdown of the complaints process. Uncovered error trends through the complaints audit for the Home Business Support department. Took responsibility for two teams numbering 25, and identified skill/ knowledge gaps. Developed improved complaints performance through on-the-job training, guidance and instilling a new focus into the team culture. Shared best practice, developed people, and encouraged a mentoring environment through a buddying system utilising best performers. Focused and motivated team by displaying a complaints improvement graph in the office and developing an innovative incentive scheme. Transformed attitudes, motivated underperformers and overcame process and training deficiencies. Show less

Glasgow, United Kingdom

Chosen ahead of longer serving colleagues to take responsibility for monitoring the department following the assimilation of the process in-house. Successfully and sensitively interacted with, and guided colleagues in best practice, ensuring that the monitoring process did not have a de-motivating effect. During busy periods stepped back into a customer service capacity to ensure departmental service levels were met.

Glasgow, United Kingdom

Dealt with customer complaints/queries and ensured that customers felt satisfied that all concerns had been addressed. Took on additional role to bridge the gap in Project Audit, carrying out operational audits to guarantee that targets were met and FSA compliance guidelines were followed.