Ryan Mchugh Email & Phone Number

Chester, Gb

Chester, England, United Kingdom

•Responsible for aiding the development of new Credit Card propositions and enhancing existing products; to meet the needs of customers and drive the P&L•Identify incidents and have continued oversight of incidents until resolved, ensuring that controls are proportionate and working as designed to prevent recurrence.•Ensuring acquisition propositions are developed, launched, and managed in a complaint and responsible manner, adhering to internal processes and policies to drive good… Show more •Responsible for aiding the development of new Credit Card propositions and enhancing existing products; to meet the needs of customers and drive the P&L•Identify incidents and have continued oversight of incidents until resolved, ensuring that controls are proportionate and working as designed to prevent recurrence.•Ensuring acquisition propositions are developed, launched, and managed in a complaint and responsible manner, adhering to internal processes and policies to drive good customer outcomes. •Act as a product SME for the area – working with the business on product and communications solutions and driving knowledge and awareness of products across the business•Ensuring that the correct strategies are in place to fully support the product from a risk and customer service perspective•Monitoring risk parameters: identifying and reporting any deviation from agreed thresholds to the risk owner while working within established risk management frameworks for both owned and bought media•Working with Complaints team to reduce complaints and increase the efficiency of the acquisition journey Show less

Chester, United Kingdom

• Responsible for the planning and forecasting team overseeing 200+ colleagues scheduling, forecasting and maximising resource • Accountability of forecasts to key stakeholders across multiple sites, challenging and raising risks were necessary• Responsibility for intraday management, ensuring all SLAs are met across multiple work streams • Dynamic real time call monitoring ensuring abandon rates are achieved and reduce potential loss of calls, whilst balancing the completion of… Show more • Responsible for the planning and forecasting team overseeing 200+ colleagues scheduling, forecasting and maximising resource • Accountability of forecasts to key stakeholders across multiple sites, challenging and raising risks were necessary• Responsibility for intraday management, ensuring all SLAs are met across multiple work streams • Dynamic real time call monitoring ensuring abandon rates are achieved and reduce potential loss of calls, whilst balancing the completion of fraud queue work to reduce loss. • Produce accurate and complex MI to highlight and mitigate risk, ensuring sufficient resource is available to reduce losses to the bank.• Accountable for the day to day management, performance and quality control of team • Strong knowledge of fraud prevention and detection tools SIRA, CIFAS, and credit bureaus. • Provide support to key stakeholders on matters relating to fraud and planning• Knowledge of the credit risk/lending policy and responsible for colleagues making decisions within the risk appetite • Responsible for developing team and creating goals for each individual Show less

Chester, United Kingdom

•Accountable for 15+ colleagues and have stepped up to provide cover for 40+ colleagues in my managers absence•Supporting the LBG integration activities by delivering on all milestones•Responsible for colleagues making 150k+ judgmental acquisition, existing customer and fraud application decisions per annum•Ensuring that Credit & Fraud decisions are made within the bank’s relevant risk appetite, minimising any future losses•Working with stakeholders namely Credit & Fraud Risk… Show more •Accountable for 15+ colleagues and have stepped up to provide cover for 40+ colleagues in my managers absence•Supporting the LBG integration activities by delivering on all milestones•Responsible for colleagues making 150k+ judgmental acquisition, existing customer and fraud application decisions per annum•Ensuring that Credit & Fraud decisions are made within the bank’s relevant risk appetite, minimising any future losses•Working with stakeholders namely Credit & Fraud Risk Strategies, Marketing & Digital, Customer Advocate Office and our Support Partners such as HR and Compliance to ensure we deliver our commitments to our customers, colleagues & shareholders•Ensuring that any changes are taken through the appropriate governance routines Show less

Chester

Secondment•Accountable for 15+ colleagues and 72,000+ customer queries ensuring a timely and correct response across multiple channels of communication per annum•Helped to grow the unit to incorporate the centralised correspondence across the entire division, thus becoming responsible for dealing with various digital and written correspondence channels•Acting as a champion for the customer and creates a customer-focused work environment, ensuring that all decisions and actions… Show more Secondment•Accountable for 15+ colleagues and 72,000+ customer queries ensuring a timely and correct response across multiple channels of communication per annum•Helped to grow the unit to incorporate the centralised correspondence across the entire division, thus becoming responsible for dealing with various digital and written correspondence channels•Acting as a champion for the customer and creates a customer-focused work environment, ensuring that all decisions and actions are driven by and focused on the customer•Responsible for rebranding all forms of written communications inclusive of Letters, SMS and Email ensuring the engagement of Brand, Legal and line of businesses when implementing changes. •Proactively raised and implemented a merge of the existing correspondence teams saving a total of 9 FTE across the unit meaning a cost saving of 90k for the unit as well as not needing to backfill another Team Manager position Show less

Chester, United Kingdom

Secondment•Managing stakeholders providing updates of issues and resolutions. Liaising with and co-ordinate activity between, strategies and operations•Responsible for managing inbound activity to operational execution of 100+ FTE•Ensuring all SLAs are met within the Call Centre (ASA, abandon rate, occupancy) whilst managing the availability model to deliver agreed number and balancing this with overtime required•Completing trend analysis on key metrics such as sickness… Show more Secondment•Managing stakeholders providing updates of issues and resolutions. Liaising with and co-ordinate activity between, strategies and operations•Responsible for managing inbound activity to operational execution of 100+ FTE•Ensuring all SLAs are met within the Call Centre (ASA, abandon rate, occupancy) whilst managing the availability model to deliver agreed number and balancing this with overtime required•Completing trend analysis on key metrics such as sickness absence to analyze and work with managers and business partners to drive desired outcomes.•Managing and delivering the correct skilling levels within the Call Centre’s through CMS/IEX. Show less

Education record

Sports Studies