Matthew Mcphail Email & Phone Number

Bromsgrove, England, United Kingdom

Belbroughton

To lead, manage, motivate and develop a team to analyse and monitor account performance, advise and underwrite referred cases, to improve technical capability, ensuring fair outcomes and first class customer service, in line with risk appetite and financial objectives.Plan, prioritise and allocate resource to achieve strategic, department and team objectives, in line with the operational plan, so efficient and compliant underwriting is completed.Implement the Account Management process to ensure products deliver market leading, fair customer outcomes, whilst delivering the Combined Operating Ratio (COR) and financial results.Responsibility for process improvement and system change, advising, coordinating and validating suggested Policy Wordings and Underwriting Manual changes, to ensure consistency of application and customer service benefits. Design and oversee the delivery of an effective audit plan, identifying and supporting the design and delivery of training, to minimise the volume and impact of complaints and breaches, ensuring adherence to risk appetite and underwriting authorities.Build and maintain effective relationships with external suppliers, stakeholders and professional / industry bodies, to ensure the effective delivery of objectives.

Lead, manage, motivate and develop a team to deliver consistently good customer service, compliant with regulatory requirements at the best possible cost across the full range of Life & Pension Products. Collate, analyse, draft & submit reports to the FCA, PRA, TPR, HMRC, DWP, etc to ensure regulatory requirements are fulfilled.Build & maintain effective relationships with external suppliers to ensure consistent delivery of agreed service standards. Develop, agree, communicate and monitor performance targets, plans and objectives designed to deliver the requirements of the operational plan for the efficient and compliant processing and servicing of Life & Pension products. Plan, resource, develop and coach a team to deliver consistently good customer service, ensure continuity and deliver the skills required for the future.Develop, implement and manage initiatives for the improvement of processes, procedures and practices that will deliver cost, quality and service benefits.Identify, review and act on internal and external developments, risks and issues to ensure regulatory requirements are complied with, controls are effective and mitigating actions are in place.Identify, investigate and resolve complaints, to company requirements and the regulator, to ensure fair customer outcomes, root causes are established and remedial actions put in place.Continually develop to achieve and maintain competence to the requirements of the Training & Competence Scheme.

To manage the Life Complaint & Breach function, to ensure that complaints were fully investigated & resolved accurately in a timely fashion, so valid complainants were put back in the financial position they were in prior to any loss. Overall responsibility for complaint process, complaint decision, redress & dealing with the Financial Ombudsman Service

To manage a team of commercial underwriters to accept suitable risks at the right prices, to ensure that COR is attained across the relevant policy books

To manage a team of individuals to check for best advice, ensuring that Life policies sold were correct, affordable, the right attitude to risk, etc to met the customers needs, and ensure it had been suitably documented & explained via a post sale Suitability Report. Full responsibility for recruitment, training, work allocation, reporting, process change & technical decision making.

Bachelor’S Degree, Economics, 2:2

Other than a degree in Economics, I took a keen interest in sport at the University

3 A-Levels, 9 Gcses