Murray B. Email & Phone Number

Edinburgh, Scotland, Gb

Edinburgh, Scotland, Gb

London, England, Gb

New York, Ny, Us

Edinburgh, Lothian, Gb

· Management of a large unit comprising of 160 staff dealing with a variety of Fraud Prevention and Customer Support activity.· Project management activity focussed on delivering customer and operational improvements.· Liaising with various suppliers to ensure continued delivery and improvement of supplied Fraud Prevention services.· Creation, implementation and driving of strategy for Operation to ensure this is aligned to overall RBS values and vision. Recognised by CAO for implementation of leadership model - culminating in presentation to 8,500 leaders across the business. · Creation and improvement of Fraud Prevention and Customer Support strategies focussed on Customer and Fraud Prevention deliverables.· Coaching and development of Team Managers and various other support staff within the Operation.· Delivery of efficiency improvements within the Operations.· Full responsibility for full Operation including Delivery of KPIs, Risk, Change, Planning, Resourcing and Leadership.· Regular communication with peers, reports and senior management· Regular interaction and influencing of stakeholders to ensure close working relationships are maintained.· Leading the movement of work between centres including sign-off and co-ordination of technology requirements, resourcing, project timelines, training requirements and recruitment.

· Managing a number of team managers who each have responsibility for around 15 clerical members of staff.· Day to day operational management including resource allocation, target assessment and analysis, statistical analysis of call data, identification and resolution of any issues or incidents and allocation of management resource to ensure the centre hits SLA.· Project management experience – implementing Adeptra and mobile banking changes.· Analysis of MI and various data sources to understand performance. Interpreting this to develop and implement innovative ideas related to improving customer experience, fraud prevention and operational efficiency.· Line manager one to ones, call coaching, daily team huddle/meeting to discuss performance and daily analysis of team performance.· Risk Assurance duties including Risk Assurance testing on staff, analysis of test results, ensuring compliance with regulatory requirements including Payment Service Regulations and Cross Divisional Complaint Handling and introduction of improvement plans.· Other duties include analysis of processes and introduction of efficiency improvements, contacting stakeholders to discuss fraud trends and how to combat these, dealing with customer complaints to resolution and general operational management duties.· Maintaining a solid relationship with various stakeholders to discuss current issues and to follow these through to implement resolutions to minimise losses for the bank.· Liaising with senior management, overall management of unit KPIs, allocation and adjustment of clerical and management resource to meet targets and ensure we provide a great customer service.

· Leading a customer service team of around 6 staff to ensure we met customer demand and needs on a daily basis.· Dealing with general branch queries for customers including account opening, lending reviews and various other general tasks.· Undertaking one to one interviews with staff, setting objectives, reviewing performance and ensuring staff hit KPIs.· Reviewing daily performance to identify any areas of improvement as a team, holding team huddles and buzz sessions to implement any improvements.· Attending daily meeting with management team to feedback issues and allocate resource for the coming day, discuss key challenges and decide as a team how to overcome these to ensure branch targets were met and achieved.

Ba Of Business And Enterprise, Business

Cmi Level 5 Diploma, Management And Leadership

Diphe Biological Sciences, Biology/Biological Sciences, General

Education record