Michael Wrightson Email & Phone Number

Newcastle Upon Tyne, United Kingdom

Role Includes:• Lead multiple automation/robotic projects to deliver significant cost savings across the business• Manage change projects from beginning to end• AS IS and TO BE process analysis and mapping• Plan, lead and support projects within multiple business areas, supporting and advising on introduction of change• Project/initiative is delivered in accordance with quality, benefit/cost and time requirements• Working to Agile methodology • Work with business stakeholders to negotiate resource levels, human, financial and systems to enable project delivery• Facilitate workshops• Undertake analysis to support all identified opportunities• Deliver cost/benefit analysis• Produce appropriate management reports, user stories (confluence) and project documentation• Requesting Tableau reports via JIRA and documenting the logic behind each request• Scope out projects and gain agreement from requester• Influence and challenge all levels including senior stakeholders• Establish, maintain and extend a comprehensive range of key internal and external stakeholders across the business• Manage actions, issues and risks, ensuring appropriate documentation is maintained, compliance with legal & regulatory framework, and issues/risks are escalated where appropriate with clear impact analysis and proposed solutions• Set out a regular feedback loop to update stakeholders on project progress• Indirect management of internal colleagues through leading projects ensuring team members are contributing effectively• Effectively present and discuss projects with Senior Management and within steering groups

Newcastle Upon Tyne, England, United Kingdom

• AS IS and TO BE process analysis and mapping• Manage and oversee a team of case handlers and QC over a 3 month period ensuring sampling work was complete for Pre 05 on hold cohort. Provided regular updates directly to programme/T&O/senior management• Manage actions, issues and risks, ensuring appropriate documentation is maintained, compliance with legal & regulatory framework, and issues/risks are escalated where appropriate with clear impact analysis and proposed solutions• Undertake analysis to support all identified opportunities• Establish and maintain relations with key stakeholders across the business• Deliver cost/benefit analysis• Produce appropriate management reports• Control and oversee all Monthly and Half yearly sampling to be reported to FCA• Produced and presented weekly project update to Head of Remediation and Senior Management

Newcastle Upon Tyne, England, United Kingdom

• Control and oversee all Monthly and Half yearly sampling to be reported to FCA• Designed and requested MI reports• Controlled and oversaw exception reporting across On Hold and Previously Rejected cohorts• Created letter templates and circulated/discussed with programme/policy/T&O for achieve sign off• Suggested letter templates needed as project evolved• Discussed complex queries with T&O/Policy/Programme to ensure right outcome of a case was achieved• Designed and created Plevin Remediation QC checklists and QC guidance documents/framework• Arranged and designed checklists to be created on SharePoint• Quality checked cases in line with QC framework• Provided feedback to agents/managers

Newcastle Upon Tyne, England, United Kingdom

• Reviewing suitability of Santander Premium customers’ investments and making decisions on whether the investment was suitable for the customer• Working to targets under FCA Section 166 under scrutiny by KPMG• Performing complex redress calculations• Writing bespoke final response letters to premium customers• Delivering excellent customer service and resolving complaints at the first point of contact

Newcastle Upon Tyne, England, United Kingdom

• Investigating PPI claims and making decisions on whether the case is upheld or rejected in accordance with FCA guidelines• Simultaneously working in accordance to both pre and post ICOB policies• Performing complex redress calculations• Writing bespoke final response letters to customers• Working to targets under pressure which apply to both quality and quantity• Delivering excellent customer service and resolving complaints at the first point of contact