Martin Low Email & Phone Number

United Kingdom

United Kingdom

Responsible for delivery of strategic change and improvement across Payment Operations in Santander, including use of strategic partners around outsourcing activity. Manage the financial performance of the area with focus on cost reduction while mentioning delivery of regulatory SLA. Work closely with internal stakeholders including Industry, Compliance and Risk Teams to ensure Ops remains compliant with all required guidelines such as Payment Services Regulations and Bank of England directives. Support projects impacting different payment schemes with end to end reviews of customer and technology impacts across Santander. Key contact point for incidents and escalated complaints to support in resolution, while building contingency support within own team to improve colleague contact points.

Bootle, Liverpool

Responsible for a team of technical managers who monitor and distribute work across several operational areas. The team acts as a key contact point for stakeholders within Santander Operations and the wider Bank, while actively moving resource around each area to ensure internal and industry service level agreements are met.Manage relationships with key service providers domestically and internationally, with continual focus to improve quality while maintains agreed SLA's.Delivered high quality training to offshore supplier and responsible for ensuring KPI's continue to be met, while enhancing customer experience.

Bootle

Workflow manager for outward payments within Geoban. Involves real time management of the operation to ensure industry SLA's are met and reviewing current procedures to improve the level of customer service provided. Created the team and expanded to work closely with the Team Managers of the area to move resource to meet daily volumes and cover off control requirements. Involved in longer term planning as well to help plan for peak periods, assisting Team Managers in organising their meetings with their teams and helping to improve the quality of the area. Moved to this role after leaving the Geoban Graduate programme after my second rotation to continue my time in Payment Operations.

Bradford/ Bootle

Geoban Graduate programme involved the undertaking if 4 x 6 month rotations to gain a view into different areas of Geoban, with the aim to secure a permanent postion. My first rotation was been completed in Contact Centres, with a variety of different projects worked on. During this rotation I used skills including data analysis, presentations, communication as well as others. One main project during this time for the reduction of complaints and improving customer service for those using the Contact Centres. My second rotation was within Payment Operations, where responsibilities included out assisting and organsing a room for c.90 advisors which involved the testing of new systems and that there was no impact to SLA's during the move. I continued work on complaints during this rotation and helped oversee the introduction of a new automation system to improve the oversight within the area and centralise the different channels where work is received. At the end of this rotation I was offered a permanent location in the area which began in October 2013.

Warrington, United Kingdom

Handled escalated calls from customers and suppliers, as well as dealing with written queries via email or post. Successfully enrolled on the initial HighFlyers management development programme and completed over 9 months.

Warrington, United Kingdom

Call centre worker, dealing with queries on customer accounts, holidays bookings and more.

Business Management, Business Administration, Management And Operations, 2.1

Part time degree completed, self funded over three years

Education record

Education record