Mike Watson Email & Phone Number

Edinburgh, Scotland, United Kingdom

Edinburgh, Scotland, United Kingdom

Delivering a QA framework and associated QA tools across 9 customer operations departments. Aiming for as much consistency & standardisation as possible in all departments after as-is analysis, process mapping and data analysis. Communicating and working with key stakeholders to improve customer outcomes and customer journeys. Using MI to focus on improvement areas and thematic reviews to reduce risks.

Alloa, Clackmannanshire

I have the honour of being elected as a local councillor in local government for the next 5 years. I am currently on the Licensing Board, Partnership & Performance Committee and a member of the SESTran group. I'm looking forward to learning more about how local government works and helping to represent the constituents in my ward at local government level.

Birmingham, United Kingdom

As part of the AML/KYC Change Programme, I was tasked with:- Identify and understand all the front and back office, customer facing processes (as-is and to-be) across all departments. Then identify any gaps between the Banks new Policies, Standards and Guidelines and the process maps. Then, working with SME's, update or create new process maps, where needed, to reflect the changes. These changes then required sign off from all levels of the Bank.- I was tasked with then identifying the front and back office 'Operating Procedure Manuals' that needed updated to reflect the Banks new Policies, Standards and Guidelines and the new or updated processes to be followed. Again, working with SME's, giving guidance, workshops, templates for standardisation and consistency. These changes then needed sign off from all levels of the Bank.

Copenhagen Area, Denmark

Working in the Global Financial Crime Programme (GFCP) specifically on Anti Money Laundering/ Counter Terrorist Financing and Know your Customer (AML/CTF/KYC) corporate and personal customer processes. In Agile & SAFe environment.Made more complex with the need to align the solution in 4 Nordic countries with different laws, financial regulations and language. I worked specifically on Corporate Banking solution for automated ODD, PEPs and PEP related parties during design, build and deploy. Specifically engaged in requirements gathering, process design, mock up screens, UAT testing cycle, work with training teams, translation teams, training sessions with country teams and obtaining sign off collateral. Working with Global MI team to help define key data points and clear analytics from the KYC Tool.

Chester, United Kingdom

Through Sanderson. Working in Group Operations on key projects.

Haywards Heath

Short term contract to assess the business 'As-Is' complaints procedure, identify any gaps in line with DISP 1.3.3 and make recommendations to strengthen controls, governance and data analysis and design the implementation time frame. Worked closely with key stakeholders (inc COO) to conduct requirements analysis and plan process maps of the 'To-Be' process. Supply full documentation including frameworks, forms and data dashboard design.

London, United Kingdom

Wrote, designed and owned the RCA and Policy Framework within first month, including tools to do the job and share point development to store documentation• Establish relationships with internal stakeholders including Compliance, Internal Audit, Change and Remediation teams• Identify, Assess and Prioritise, Analyse issues and make recommendations for issue resolution including policy, proactive & remediation work, process changes using requirements elicitation techniques• Undertake in-depth analysis of data captured and provide insight into key trends and outliers to make recommendations• Define success criteria then validate and assess the success of implementation• Work to implement any internal audit findings• Provide advice on FCA and FOS regulatory requirements• Provide coaching to level 1,2 and 3 staff on dealing with extraordinary or complex cases

London, United Kingdom

Identification of remediation cohorts from internal (RCA, QC, Audit) & external (FCA,FOS) sources• Frame and scope cohort issues to drive through to governance sign off• Keep audit trail of version controls and historic governance decisions for sign off and 3rd party scrutiny• Engage with Audit, Operations, Finance and Data teams for collaborative approach to success • Identify issues and concerns and escalate where needed

Milton Keynes, United Kingdom

Defined and ensured agreement on the Quality strategy• Worked with Operations to deliver the Quality Improvements initiatives• Supported the Policy and Implementation team with the definition of Quality Assurance requirements• Assess the risks within the Operation and the effectiveness of the controls in place and address control weaknesses with the Operation.• Supported the definition of MI requirements for Quality• Performed analysis on Quality to identify trends and define future Quality improvements• Provided independent view of Quality to the Program• Put in place 'end to end' Quality reporting and metrics• 'Consumer' of the external Risk & Controls assurance reports/activities which feed nto the overall Quality strategy.-Design a new QC Framework for PPI, including risk based checking, QC Checklists, Guidance notes, Appeals process, Feedback process, competency sign off, automatic selection process, MI requirements, SharePoint storage. Train the QC staff and embed the process.-Audit recommended my QC framework also roll out across 'advised' products of Mortgage, Insurance & Investment complaints.

Chester, United Kingdom

I was taken on as one of 8 QA people to look after 50 RFS case handlers. Very quickly I was singled out and promoted to Head of QA team. In the first 4-6 weeks I wrote a 'Holistic Review' document for our case handlers, as many had no industry experience or review experience. The report was signed of by Lloyds Bank and I was told that Lloyds used my report as their benchmark for PPI review work going forward.I also had to write the QA 'route to competency' (RTC) detailing the process we were adopting to sign off our staff. This included a RAG rating situation and a definition of what constituted a red, amber or green rating. This RTC tied into the 'Holistic Review' and made sure no key elements of review were missed by a case handler. I tied in my work with Lloyds existing structure and made sure it was cohesive. After several months of working closely with my project manager, other team leaders and Lloyds staff, I was given an opportunity to work as a team leader and project liaison on site at Nationwide in Northampton. This lasted for 6 weeks where I worked to 'bed in' 20 RFS staff on client site. This involved aligning the RFS staff to Nationwide standards, meeting with the client and reporting back to the RFS director and project manager.When I came back to Lloyds I was involved in creating a MI recording system, updating it and sending files to co-ordinate work in other parts of the business to meet our targets.I was then promoted to team leader again in Nov 2011 looking after 14 case handlers.

Glasgow, United Kingdom

• I communicated by phone & letter with customers in a high profile Bank issue regarding underfunding on repayment mortgages.• Made recommendation to executive board with regards to redress, took action on the boards’ response and dealt with customers’ enquiries and acceptance of offers made.• Dealt with escalation cases via FOS and composed information packs for FOS investigation.• Data gathering for files from other departments, via in-house systems i.e. Docstore, Livelink, SAM, RE. Kept MI system Customer Data Resolution System (CDRS) updated at every stage.• Worked with existing Customer Engagement Team to reduce backlog of Business as usual (BAU) cases. Signed off after 5 cases as average of 97% QA pass rate.• I reviewed PPI complaints, investigating the complaint, calculating the redress on upholds and writing the FRL’s on single to multiple personal loans, credit cards and mortgage loans.

London, United Kingdom

• I reviewed Investment complaints that included with-profits bonds, unitised bonds, portfolio bonds, stocks and shares ISAs, OEICs, guaranteed bonds and all the funds that they invested in. This covered most banks, building societies, investment companies, insurance companies and IFA management companies. Did for first 4 months.• I reviewed pension complaints that included SIPPs, EPPs, Pension transfers, AVCs & FSAVCs annuity delays, income drawdown.• Wrote draft final decision letters for the Ombudsman.• I kept up to date with all regulatory updates and past information for investments and pensions.• Understand the FSA pension thematic review and apply it to the relevant pension complaints.• Stick to in-house style wording in letters and communicate with consumers and businesses in line with FOS standards by phone and letter. Clear daily task list.• I consistently hit weekly targets for assessing new files, doing ‘view’ letters and closures.• Check complaint files to ensure laid down quality standards are maintained.• Used in-house ‘Clipper’ file management system, Word, Excel and Outlook.

Alberta, Canada

Worked in the Oil & Gas Industry specifically for a pipeline company. As Project Assistant was responsible for EOS safety training for new starts on site. Liase with PM daily for work updates to report to head office. Responsible for tracking machinery, man power and hours worked for both in and out of site and billing the client correctly for work done. Responsible for payroll input and payroll queries.

Increase Mortgage Referral Business in North Division by working with 11 Regional Managers, all Branch Managers and Mortgage staff to identify, call, visit and sign up potential Referral Companies.KEY ACHIEVEMENTS•Increased Brokers from 43 to 215 and Increased Active brokers from 3 to 64•Increased sales from £8.7m for all 2007 to £7.6m for Q1, £8.7m for Q2 2008•Focus on quality and quantity•Increased Cross sales of life cover, general insurance, critical illness, credit card to 116%

Keep technical and regulatory knowledge up to date. Analysing evidence, documentation and quality of advice to investigate complaints. Construct decision letters, produce reports on findings. Make recommendations to rectify customer disadvantage and calculate redress. Identify potential mis-sales and breaches of FSA/company regulations. KEY ACHIEVEMENTS• Project work for HSBC, Scottish Widows-investment complaints, Abbey-Endowment complaints, Lloyds TSB-Bank charges, Clydesdale Bank-mortgage complaints, Dunfermline Building Society-New IT system and British Banking Association.• 126% of target YTD• Passed CeMAP & CeRGI exams• Promoted to Senior Business Reviewer

Staff recruitment, development and training. Oversee and organise all aspects of running a branch in a structured way. Responsible for P&LKEY ACHIEVEMENTS•Reduced bad and doubtful debt accounts from 19% to 6.7%•Hit personal loan and secured loan monthly targets•Managing gross receivables of £4.3m•Consistently hitting monthly targets & bonus

New start business so involved in all aspects from business development, account management with HR Directors and adding to marketing strategy. Represent business at exhibitions and conferences. Member of Chambers of Commerce and CIPD. KEY ACHIEVEMENTS•Project managing an outside agency to research, target and gain qualified appointments •Designed Sales Presentation Pack in paper and electronic versions. •Hit sales target

Developed relationships with sales managers, training, marketing and credit departments within these accounts. KEY ACHIEVEMENTS•Project managed and delivered launch of new credit product•Increase Payment Protection Plan insurance from 16% to 60%•Implemented training programme for Scottish Power new employees on credit.•Reduced paperwork send-backs from 3% to 1.7% therefore increasing profits and reduce bad debt.•Hit 6 out of 6 targets in payment protection and account turnover•Promoted to National Account Executive for Scottish Power and Landmark Furniture in 1999.