Patrick Scott Email & Phone Number

United Kingdom

Auckland, New Zealand

• Supported with the management, coordination and execution of remediation activities to support excellent end-to-end customer experience and compliance with regulatory obligations and internal policies.• Worked with the Head of Remediation on the design and development of the remediation framework to support the execution of a consistent approach for the identification, assessment and mitigation response to remediation risks in the short and long term.• Established policies, processes,… Show more • Supported with the management, coordination and execution of remediation activities to support excellent end-to-end customer experience and compliance with regulatory obligations and internal policies.• Worked with the Head of Remediation on the design and development of the remediation framework to support the execution of a consistent approach for the identification, assessment and mitigation response to remediation risks in the short and long term.• Established policies, processes, systems, controls and structures in line with Tower's risk profile and appetite.• Monitored the progress of remediation efforts and the status of remediation projects and associated risks.• Analysed data and created insights to assess the effectiveness of remediation projects to identify areas for improvement; and• Compiled reports as required for committee meetings. Show less

Auckland, New Zealand

• Maintained the internal audit framework, including contributions to the audit strategy, methodology and annual plan.• Assisted with the planning, development, management and control of assurance activities to meet all annual plans and scope of assurance areas.• Completed reporting to Senior Management and the Audit Committee including the provision of control assurance, audit reports and summary reporting.• Advised and supported the business on BAU activities and projects and… Show more • Maintained the internal audit framework, including contributions to the audit strategy, methodology and annual plan.• Assisted with the planning, development, management and control of assurance activities to meet all annual plans and scope of assurance areas.• Completed reporting to Senior Management and the Audit Committee including the provision of control assurance, audit reports and summary reporting.• Advised and supported the business on BAU activities and projects and worked with key external vendors such as specialist internal audit service providers; and• Advised on organisational systems which may have given rise to error, financial crime or inefficiencies, identification of improvements, and fit for purpose recommendations. Show less

Auckland, New Zealand

• Advised and supported the business on core compliance business practices, process improvement, projects and various change and culture initiatives.• Maintained the compliance management framework including monitoring of compliance obligations, management of compliance plans and facilitated compliance training requirements through the Tower ERMS.• Prepared various compliance reports, with relevant analysis to Management Committees and the Board Risk Committee, including providing… Show more • Advised and supported the business on core compliance business practices, process improvement, projects and various change and culture initiatives.• Maintained the compliance management framework including monitoring of compliance obligations, management of compliance plans and facilitated compliance training requirements through the Tower ERMS.• Prepared various compliance reports, with relevant analysis to Management Committees and the Board Risk Committee, including providing assurance.• Created and maintained appropriate compliance policies, along with supporting procedures; and• Was an advocate for the integration of compliance good practices in day-to-day business activities. Show less

Auckland, New Zealand

• Rescoping of the Customer Resolutions Manager role to include the management of the Sales & Service Quality Analyst Team and a Customer Complaints and VoC Analyst; and• Lead, develop and manage the Sales & Service Quality Assurance team to ensure improvement opportunities are identified, compliance obligations are met and that frontline teams are providing exceptional customer service during each interaction.

Auckland, New Zealand

• Administered Voice of Customer (VoC) portal, analysing customer feedback and identifying key trends.• Provided regular reporting on customer experience insights and outcomes, trends and opportunities.• Oversaw the management of escalated complaints and ensured the complaint framework was up to date and adhered to, complaint handling capability is built within teams, and insights are captured effectively.• Point of contact for Tower’s external disputes resolution provider… Show more • Administered Voice of Customer (VoC) portal, analysing customer feedback and identifying key trends.• Provided regular reporting on customer experience insights and outcomes, trends and opportunities.• Oversaw the management of escalated complaints and ensured the complaint framework was up to date and adhered to, complaint handling capability is built within teams, and insights are captured effectively.• Point of contact for Tower’s external disputes resolution provider, IFSO.• Provided tailored monthly insights from complaints and VoC and delivered improvement programmes to enable frontline teams to improve, measure and iterate to achieve Tower’s strategic goals; and• Lead the operational response to incidents affecting our frontline teams and customers. Act as the liaison between our customer facing teams and IT incident management to effectively respond to and resolve incidents when they arise; and set controls for remediation work to ensure that the issue is not seen again. Show less

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand