Project Manager for PSD2 and Cheque Imaging

- Responsible for the end to end delivery of projects within the Historical Complaints Department.- Planning and agreeing project objectives with clear timescales.- Engaging with KEY Stakeholders.- Identifying Risk and working with Stakeholders to find solutions.- Tracking and Governance of all project activity.

- Leading and developing a team of graduates to deliver excellent customer service through effective complaint handling

- Effective team leadership and communication- Responsibility for leading a team that manages complaint resolution for allegations of mis-selling of Insurance products for customers- Communicating with Key Stakeholders across the industry to ensure a consistent approach

Leading and developing a team of circa 16 people to deliver excellent customer service through effective complaint handling. This particular role was key for the organisation due to the requirement to remediate against an entire product portfolio, this required the ability to deliver a strong competent team using powerful, effective leadership and communication.Other activities during this role included the implementation and oversight of operational processes for handling of deceased accounts and complaints.

- Responsible for the resolving customer complaints within the FSA guidelines, while following local policies and procedures.- Speaking to and corresponding with the executors of customer’s accounts on occasions. - Using aptitude, knowledge and experiences to make a decision on how best to resolve a customer’s complaint, while treating customers fairly.- Actively managing a daily workflow via electronic diary system and prioritising the cases.- Logging & prep - Decision making - Redress & payments

- Working as part of a quality assurance team with the responsibility of checking the work completed by team members surrounding the sale of a customer’s PPI policy, giving feedback and supporting the development of team members. - The key focus is to drive and deliver exceptional complaint resolution performance, through support and coaching.

- Responsible for the resolving customer complaints within the FSA guidelines, while following local policies and procedures. - Speaking to and corresponding with the customer on occasions. - Using own aptitude, knowledge and experiences to make a decision on how best to resolve a customer’s complaint, while treating customers fairly. - Actively managing a daily workflow via electronic diary system and prioritising the cases, working the oldest first where possible. - Logging & prep - Decision making - Redress & payments