Nadia Scott Email and Phone Number

Supporting the Customer Experience Director in executing cross site and cross-functional initiatives.Acting as the voice of the organization in cross functional discussions.Managing Team Managers and other Customer experience roles to deliver outstanding results and improve leadership skills. Coaching and Mentoring, while overseeing professional development to achieve top metrics and high quality standards. Collaborating with peer functions and teams to optimize customer experience and operational excellence across all touchpoints. Serving as subject matter expert Providing review and recommendation to the director on content, communication and knowledge management. Interacting with Training, Quality, Development, Product, Sales and HR teams Providing Customer Insights

Delivering contractual and commercial performance.Creating high performing, highly engaged teams - developing people through effective coaching,performance management and driving a recognition culture,Building excellent relationships, internally and externally, at all levels.Ensuring compliance to all relevant processes and regulatory standards – driving compliancein all that we do.Driving continuous improvement and creating value - developing fresh ideas that providesolutions to all types of challenges.Inventing, designing and implementing projects that create tangible value.Stakeholder Management – weekly and monthly meetings with all internal and externalstakeholders.Voice of Client - Building and maintaining client satisfaction with the products and servicesoffered by WNSOperational Excellence - Client KPI delivery, commercial delivery and cost management.Financials - Billing, Productive hours etc.

Developing and executing coaching techniques: Responsible for designing knowledge articles that is efficient and useful to the business.Responsible for the design of an enterprise collaboration platform (when to use it, how it used, what tasks can be performed on it etc.).Working with subject matter experts to identify and incorporate best practices in the coaching framework.Ensuring all coaching activities meet with relevant operational objectives and are in line with business operating procedure.Assisting in the development of the motivation and skills of Senior Operations Mangers, Junior Operations Managers, Team Managers and Agents.Collaborating with the Customer Experience Manager in providing Manager & agent feedback on CSAT and other key customer metrics. Communicating with coachees to understand their goals, ambitions and desired outcomes linked to business performance.Providing hands-on, when necessary, coaching and train-the-trainer programmes across markets.Assisting coachees to discover and overcome their personal barriers and set goalsAssessing the strengths of the coachees and teaching them to use them effectively and sustainably.Collaborating with Team Managers on aligning performance gaps and where coaching needs to focus in the next period.Assessing capabilities against Key Performance Indicators for Senior Operations Manager, Junior Operations Manager, Team Managers and Agents. Building effective teams together with the Operation.Improving and updating processes and policies.Providing engaging & interactive coaching techniques (online and workshops), content and delivery Selecting appropriate coaching approaches for operational business requirements, based on desired outcomes.Reporting – Before and after results, Tracking how productive we are and how the team and business areas are performing.Helping raise process and skills gaps within Continuous Improvement and Learning and Development Teams.

Establishment and maintenance of training facilities Ensure all training activities and material meet with relevant company operational objectives and are fully compliant with legislation and regulatory guidelinesAssist in developing training materials associated with the introduction of new products, procedures, or services or to upgrade skills for current employees. Maintain accurate records of operational training and capability development across Customer Operations Maintain and review training costs against budgetAdministration and reporting of all operational based training activities Reporting of Agent Capability Assessment results

Lead and manage the delivery of service optimisation projects to develop and embed new performance standards and to create engagement across UK contact centerPlan and manage the operational resources to ensure delivery of high quality, responsive and compliant customer services activities in line with operational performance standards and regulatory requirementsTo manage performance, behavioral and any disciplinary action as soon as possibleDrives a coaching culture that enables continuous improvement, delivery of outstanding customer experience and a high performanceLead, develop and motivate the UK Customer Service teams to attract, retain and develop the capacity, capability and talent to create a high performing team and achieve business unit objectiveManage and monitor individual and team performance to ensure team/business services are delivered in line with agreed objectives, standards and regulatory requirementsMonitor, coach and develop team members to ensure that they maximise their performance, meet the required standards, and continuously develop their capabilities and experienceWorks closely with Dublin UK customer service operation through sharing resources, ideas for process and system improvements to ensure service levels are met consistently across sitesSubject Matter Expert for Customer Service, Customers in financial difficulties, and Vulnerable customers – attended training and workshops for knowledge transfer in Dublin and LondonWorking hand in hand with the QA team ensuring overall Quality scores are met and providing feedback on autofails and red flags received Managing the company customer comments website and email queues.Handling complex escalations from irate customers Providing clear and visible leadership. Promoting a results focused and harmonious working environment by keeping communication and motivation open within the departmentProviding a supportive and progressive training regime

• To professionally administer, design, develop, deliver and review training materials and processes• To project manage training requirements as per specific business unit requirements• To provide coaching to team members / fellow trainers when required• To evaluate delivery methods and to ensure continuous improvement• To research and share ideas on best practice in training and development• To plan, develop and conduct training and retraining programs for external and internal staff• Compile assessments keep abreast of trend, legislation and product changes by empowering staffTo ensure agents are trained up to the technical side of the business (standard operation procedures, telephony systems, templates, etc.)To ensure agents receive soft skills training (balancing sales and service, basic outbound sales toolkit, identifying sales in a non-sales environment)To be responsible for agents while they are in training (corrective management, timekeeping, general conduct etc.)

• Facilitation and Preparation of Standard Operation Procedure Roll Outs• Facilitation and Preparation of Workshops (depends on business needs)• One on One Coaching (new agents and older agents who need performance enhancing)• Nursery/incubation period after training 4 weeks• Coaching Program (when agents are not meeting benchmarks in their department, they embark on the program with me) – 4 Weeks • Coaching in the Loans Area (Customer Care, New Applications, Repeat Applications, Contracts, New and Repeat)• Audits – Agents, Projects, Team leaders, Business Unit Leader and Business Centre Leaders• Liaising with business partners - Team leaders, Business Unit Leader and Business Centre Leaders• Working closely with company learnership candidates, completing their sign off process and providing feedback to the business• Signing off new team leaders who join the business (how to do assessments, corrective management process, how to provide feedback to their agents, how to monitor agent productivity)• Email Surveys – investigating customer feedback, and providing the customer with an outcome – Being the voice of the Customer

• Ensure communication to staff and management through meetings, team briefings and one-on-one sessions.• Analyze performance data to develop individual and team performance.• Prepare weekly and monthly reports on team performance against targets.• Monitor and provide feedback on team and individual’s daily performance against set targets.• Develop team and individual strengths and weaknesses through constant on-the-job coaching sessions and monthly MAP discussions.• Identify training needs for the team/individuals and actions their resolution.• Maintain good discipline and time-keeping within the call centre.• Interview and select new recruits.• Analyze performance data to develop individual and team performance.• Motivate and recognize performance in team and individuals in order to improve or maintain performance• Follow up and close the relevant query.• Providing feedback on compliance and QA audits to management.• Conducting compliance and QA audits (call assessments) on call centre consultants.• Provide coaching to consultants when required or on request of the Team Leader.• Identifying common trends and mistakes as well as training needs.• Addresses focus areas on quality and compliance.• Facilitate workshops to address issues pertaining to both compliance and motivation within the team.• Developing and designing of new training materials of workshop.• Responsible for the roll out of any new or updated processes• Liaising with compliance officer and training department.• Conduct post initiative assessment to ensure learning has taken place.• Keeping manual stats during the month.• Doing monthly reports on team’s compliance and QA.• E-mail survey feedback received and feedback given to consultants.• Assist consultants with queries and customer appeals.• Follow disciplinary procedures with consultants when required.