Matt Bartle Email & Phone Number

Brighton, United Kingdom

Currently supporting the OneFamily Commercial division in delivering high quality compliant intermediary channel product sales, by documenting standards, overseeing relevant T&C and/or remuneration schemes, maintaining policies and standards as regulations change, and managing the quality assurance of all distribution of products through intermediary channels. Also supporting the Commercial division through coordination of risk activities, in particular those relating to distribution risk.

Brighton, United Kingdom

Hove, Leeds. Edinburgh, Bangalore

• Responsible for the management of technical resource delivering solutions enabling the progression of multiple strategic, tactical and signature actions for the Bank• Primary technical lead contact for multiple PMO strategic multi-million projects (covering bank divestment, bank integration, transformational data sources, new host platforms roll-outs and regulatory remediations activities) • Programme managed the delivery of a significant number of smaller and medium-scale diverse pipeline work requests, including provision of forecasts of development costs and lead times for clients across the Group (more than 1400 received annually)• Led a geographically split team of 50 multi-disciplined technical specialists (Business Analysts, Web Developers, DBA’s & Coding specialists) in delivering highly automated reporting, data sourcing, transformation and provision as well as application solutions.• Managed and provided ongoing support for over 1200 regular reporting & support processes required to facilitate management of £1.1Billion portfolio value of accounts• Implemented efficiencies to increase throughput of solutions delivered by 36% and also created release of capacity with annual costs savings of more than £500K.• Managed the relationship with key Stakeholders effectively and proactively worked with colleagues from across the Group to aid in their requirements gathering ensuring that technical concepts were understood by non-technical colleagues.• Managed recruitment of all department resource incorporating £2M annual spend on Contractor resource• Managed the relationship with external Offshore resource supplier. Managed work provision, and chaired regular supplier meetings as well as leading the annual site visit to Bangalore.

Hove

• Led a team of 53 Complaint Specialists providing a high-quality resolution service ensuring a culture of fair outcomes is delivered• Implemented efficiencies in work organisation to reduce work inventory by 96% with a £225K annual saving • Increased volume of complaints answered within 2 days from 18% to 78% over a 12-month period.• First point of contact for all high-profile complaints from Information Commissioner’s Office, MP’s, Press Office, Bank Executives and FCA.• Hosted successful site visits and audits from Regulators such as FCA & BCSB.• Devised new root cause analysis process enabling insightful trend analysis to be provided to key Stakeholders within the business.

Hove, Andover

• Led team of 43 ring-fenced legal specialists to provide a high quality Legal Bank Claims service for the Bank Charges Test Case • Implemented efficiencies in work organisation to meet increased demand on Bank claims from £430K to £9M per month• Line Managed 6 Teams of back office colleagues (approx. 80fte) delivering critical support functions (across multiple SLA’s) • First point of contact for Senior Stakeholder and Director level reporting analysis• Representative and witness for the bank in Court bank charges cases

Andover, Brighton

• Operations project lead for the creation and set-up of new back office Collections Support centre in Andover to help Customers in financial difficulties.• Led Agency and permanent recruitment of 90fte, majority new to bank colleagues.• Created and delivered high performing teams processing Refinance Loans, Trace activities, Affordability assessments (from Customers and third parties) all meeting critical KPI's• Led LEAN workstream to create capacity and throughput increases in mail processing teams.

Brighton, United Kingdom

Roles included; • Operations Manager – Card Services, 24/7 Contact Centre• Operations Manager – Collections Inbound contact centre• Operations Manager – Collections back office functions

Brighton, United Kingdom

Worked for LTSB Collections in various positions starting in admin, moving to the contact centre and then to Team Leader roles which included running contact centre teams as well as training teams.