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.

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.

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.

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.

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..

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.

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.