Michael Fisher Email & Phone Number

Herne Bay, Gb

London, England, United Kingdom

Lead and develop a team of quality investigators in identifying and delivering service improvement opportunities across the service leading to a 9% increase in our overall quality score since the launch of our Framework in June 2021Key achievements• Rolled out and embedded a service-wide agile quality framework covering all aspects of the customer journey including our Customer Call Hub. Framework was successfully rolled out across casework operations over 6 weeks• Work collaboratively with key stakeholders to continually improve the service provided to consumers and businesses, evidenced in updates within our case management system to ensure initial contact with both parties covered aspects considered critical to quality• Responsible for leading all ongoing assurance activities across the service, including our regulatory requirements along with those that may impact on our customer as evidenced through the implementation of Active Case Management, a framework to help us provide fair answers at pace• The continual development of the services quality framework, including supporting governance, along with reporting to the Head of Risk and Governance to ensure the quality framework is fulfilling its objectives. The most recent audit completed by our external auditors noted “the current QA process is well designed and operating effectively”

London, England, United Kingdom

Led a team of nine investigators within the caswework development pod resolving customer complaints across a broad range of products and new and novel issues.Key achievements• Provided legally binding final decisions on customer complaints across a broad range of product areas, including consumer credit, resolving circa. 1500 complaints about mis-sold solar panels• In addition to my day job was trusted to design, deliver and monitor an area specifc quality framework. providing assurance on service provided and outcomes reached whilst continuing to support a culture of coaching and continuous improvement• Acted as an SME on a service-wide QA Strategic Review• Work collaboratively with key stakeholders to identify root causes to operational challenges and risks and implement continuous improvement plans• Successfully led a project to resolve over 400 cases involving a data breach

London, England, United Kingdom

Led a group of three team managers and 24 service improvement partners to support the organisation in delivering a service it can be proud ofKey achievements• Designing and delivering a quality framework to support a culture of coaching, service improvement and new ways of working• Provide assurance to the Exec and Board colleagues we’re providing an excellent service to all our customers and our improvement initiatives are aligned to and meeting the organisational objectives• Led senior leadership discussions on the service being provided across the organisation, sharing best practice and highlighting areas for improvement• Worked with key stakeholders in the service of the future to gain insight of operational challenges and provide assurance on the level of service being provided• Monitoring and managing performance, addressing any issues effectively and quickly

Led a group of 10 – 15 service improvement partners across both PPI and GC, supporting the pods and divisions in delivering a service they can be proud ofKey achievements• Supported and developed my team of improvement partners, growing their professional skills as well as providing advice and guidance• Created and implemented a customer centric quality framework to meet the needs of a changing organisation• Built strong relationships at a senior level across the organisation – leading sessions with heads of casework and members of the panel to help embed the message of continuous improvement and service excellence• Adapting what we do to meet the needs of the organisation

London, England, United Kingdom

Developed a team of 12 new adjudicators to the service to resolve customer PPI problems – accrediting them in all areas of our workKey achievements• First team manager in PPI to be accredited to work PPI problems and provide coaching and support to my team• Completing monthly evaluations - providing coaching tailored to individual needs• Resolving service complaints raised by consumers• Solving daily operational challenges to meet organisational goals• Monitoring and managing performance, addressing any issues effectively and quickly• Supporting performance management issues across PPI