Accountable for measuring what level of assurance is required to ensure the service is being operatedat its most optimal level of efficiency and effectivenessAccountable for actively managing the risks associated to maintaining the service and providesrecommendations associated with improving the service across the enterprise with the goal ofincreasing business performanceAccountable for the provision of all facets of insight derived for balanced scorecards utilized byservice owners in the delivery of service

Ensure company procedures and working practices generate no regulatory or financial risk tothe business.Identify areas for improvement across the business, including feedback and training on policy,procedures or individual education as necessary.By: Auditing and developing departmental working practices to ensure quality and compliance withregulation and implement revised practices and procedures, where required. Auditing departmental working practices to reduce/eliminate financial risk to the business andimplement revised practices, were required. Auditing calls to ensure compliance with regulatory requirements including GDPR. Responsible for dealing with requests for disclosure under GDPR.

Executive Office consultant -LCRA Hutchison 3G November 2017 -October 2022Providing clear communication over a variety of mediums to resolve SMT escalated enquiries to a range of audiences while ensuring protection of the brand through positive responses. As part of the Executive team work towards protecting and enhancing Three’ reputation. I represent senior management to customers when it is necessary to do so. Effectively dealing with resolving the most challenging customer complaints. which could lead to or has lead to legal and regulatory escalations’ cause damage to Three’ reputation.I aim to turn detractors into promoters of the brand through its dealings with customers.Enable effective root cause analysis of recurring issues to become least complained about mobile operator and drive positive change within the business.To act quickly to mitigate risk to the business arising from complaints or escalationsDealing with ombudsman referrals, work towards a fair resolution for customer and Three. Ensure all appropriate SLAs are met to ensure timely resolutions to customer enquiries.Subject matter expert on Three accessibility services: replying to a diverse range of customers, ensuring appropriate tone and empathy is shown.Leading data analysis and capturing insight on customer journeys. Identifying gaps in process policy and customer experience. Providing insight back into multichannel teams for continuous improvement