Experienced Contact Centre Business Lead with a demonstrated history of working in the insurance industry. Skilled in Coaching, Communication, People Management, Team Building, and Process Measurement. I am known for driving a high performance culture through coaching excellence and credible leadership. I am passionate about staff engagement and creating an amazing place to work through staff empowerment. Customer focused with a proven record for exceeding results and delivering exceptional customer service.
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Recruitment And Induction ManagerRsaPeterborough, Gb
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Recruitment & Induction ManagerRsa Jan 2020 - PresentPeterborough, England, United KingdomI work closely with recruitment partners to champion a recruitment approach which attracts top talent and a diverse workforce. Experienced in attraction strategies, introducing new selection models and onboarding of candidates for volume and specialist roles
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Business LeaderRsa Apr 2011 - Dec 2019Peterborough, United KingdomAn operational role with strong people focus. Leading a team of 75+ FTE across 3 products to deliver exceptional service. I deliver objectives through the motivation of front line leaders and drive improvements in customer journeys utilising customer insight. Strong stakeholder management skills working closely with external partners.
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Team LeaderRsa Jul 2010 - Apr 2011Peterborough, United KingdomI led a team of 12 Customer Managers within sales and service environment. I motivated my team to deliver high performance and brilliant service to our customers, getting it right first time so that every customer tells a positive story.
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Process Measurement LeaderRbs Insurance Mar 2009 - Jul 2010Peterborough, United KingdomI led the Process Measurement Team who were responsible for measuring non telephony processes using Predetermined Administrative Data System (PADS) methodology. We drove operational improvements in capacity through analysis and presentation of benefit opportunities using process measurement tools. This role involved remote management across 5 sites.
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Regional Interview Support Team LeaderRbs Insurance Jul 2008 - Mar 2009Peterborough, United KingdomI led a team who were responsible for the candidate experience throughout the end to end recruitment process; ensuring a best in class service was provided. Building effective relationships with key stakeholders, ensuring demand plans were met with quality candidates whilst adhering to recruitment law.
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Operational Support ManagerRbs Insurance Jun 2007 - Jul 2008Peterborough, United KingdomI was responsible for the management, motivation and direction of my direct reports and their teams. I ensured that service level agreements were adhered to and that the output of the team was accurate at all times. During this time I had responsibility of part time team leaders and their operators
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Customer Service Team LeaderRbs Insurance Nov 2002 - Jun 2007PeterboroughMy role was to manage, develop and motivate a team of 12 customer service call centre operators to provide outstanding customer service whilst delivering against objectives
Melanie Payne Education Details
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Stanground College
Frequently Asked Questions about Melanie Payne
What company does Melanie Payne work for?
Melanie Payne works for Rsa
What is Melanie Payne's role at the current company?
Melanie Payne's current role is Recruitment and Induction Manager.
What schools did Melanie Payne attend?
Melanie Payne attended Stanground College.
Who are Melanie Payne's colleagues?
Melanie Payne's colleagues are Odelle Bliss, Raashi Gupta, Kendrick G., Christian Mcdonald, Wachirawit Inchana, Rajaguru Rajaguru, Adam Sherrington.
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Melanie Payne
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