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

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.
• Undertake analysis to support all identified opportunities
• Establish and maintain relations with key stakeholders across the business
• Deliver cost/benefit analysis

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

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