Michelle Harrison Email & Phone Number

Bournemouth, England, Gb

Bournemouth, England, Gb

Analysed & Interpretated corporate action notifications to ensure timely execution of client instructionsResearched and resolved cash and share differences, and allocated dividend payments Monitored and pursued dividend receivables and corresponded daily with broker dealers, banks and agents Operated within established risk parameters to meet risk and compliance obligationsDeveloped and supported prevention processes & identified potential process failures to proactively strengthen the control frameworkPursued root cause analysis of risk and compliance issues and complaintsDemonstrated a consistent track record for factoring in the impact of adverse risk/control issuesBalanced Client & Customers needs best interests with those of the firm while driving a strong control frameworkCommunicated clear & compelling priorities to guide and motivate others while utilising all available opportunities to ensure open & effective communication across the wider team regardless of physical location

Bournemouth, United Kingdom

Managed the daily activity of the customer outcome testing team ensuring all General Insurance audits (approx. 550 per month) for sales / retention / complaints & digital are handled were completed in adherence to the General Insurance direct policy and FCA regulations.Managed a range of audit processes, whereby team quality standards were sampled and calibrated in line with business regulationsHosted leadership team call calibration sessions focusing on Quality and Compliance, ensuring consistent and best practices for call marking were adhered to and understood across the General Insurance Direct Contact Centres operationEnsured that all key Conduct Risk processes were followed and managed effectively by the team & the operation, analysing daily and weekly MI and reporting on results and trended fail areas for both regulatory compliance & customer outcome testing Produced audit reports designed to assist the operation in readily identifying issues relating to customer outcomes, quality, compliance and performance Evidenced that key controls were met on a quarterly basis for Risk Management purposesMaintained effective working relationships across the business and kept up to date with any developments that may have had an impact on auditing, whilst making recommendations for improvementPresented trends of customer satisfaction findings through formal presentations, visuals and inclusion in business performance reporting, utilising the results to enhance customer satisfaction and drive customer loyaltyEnsured my team and key stakeholders were communicated to efficiently and effectively

I started within Lloyds bank in 10/09 as a telephone consultant within the home insurance retention department, after a successful 1st year I started to progress through the ranks on to a 1st level supervisor and then on to a team manager. I made sure my team adhered to FSA compliance legislation and I done regular call monitors on each member and feedback any development and fail areas.• I motivated my team to work towards achieving our customer purpose. I would set actions in place to make sure my team were consistently aiming to improve their performance and striving to exceed service and performance actions.• I held team huddles and monthly team meeting and use these to engage my team and communicate any business updates • I was responsible for making sure I act when certain situations arises where i may need to put a advisor on a coaching plan. When this happened I would sit down with them and put a very structured plan in place and set clear robust actions, • I held monthly coaching and 121s with all my advisors where we will look at their overall job contribution from call coaching to personal development and set actions in place for the following month• I was responsible for implementing the banks HR policy and guidelines. Where I have conduct return to works and formal meetings. I track my team’s sickness records and look into trends to support any ongoing issues. • I dealt with customer complaints where I would try and resolve any customers concerns and liaise with customer care to get the right outcome for the customer. • Alongside my day to day duties I also look to develop and facilitate workshop sessions. • I look for ways I can support the progress of our business by adopting a plan, do, review mentality and look at our processes to make them simpler for our colleagues and customer.