Sadie Watt Email & Phone Number

Managing the operations of a busy complaint team that specialises in consumer rights, within the motor industry. Leading, coaching and motivating colleagues to deliver against operational KPIs and quality metrics. Leadership of the Financial Ombudsman and escalated complaints SMEs. Delivering root cause analysis, identifying FOS learnings, reporting MI and delivering tangible change to reduce FOS overturns. Working with key regulations/legal frameworks including FCA, DISP, Consumer Credit Act, Consumer Rights Act.

Leeds, United Kingdom

Learning business partnering, consultancy & project management. Design and implementation of tailored solutions across Business, Private and Retail banking.T&D programme design covering multiple training solutions for a wide range of audiences across bank for a brand new digital banking proposition for CYB called B. Training project lead for all learning solution & colleague engagement activity, to enable the successful launch of new B branches - Birmingham ‘B’ & B Works Manchester.

- Designed and implemented the first Aspiring People Leader programme, designing a programme of workshops and career support sessions that nurtured internal talent and new to role leaders. - Management of the the Learning Project Workstream for bringing Littlewoods Home Insurance to market including recruiting, inducting and leading a dedicated Sales and Service team.- Delivering full training cycle activity including onboarding new staff.- Design & delivery of leadership & soft skills training.- Managing and coaching contact centre teams, ensuring compliance and sales KPI's are met and exceeded.- Design of company regulatory training materials to be used via online learning.- Recruitment / interviewing

Secondment opportunity, within a team that specialises in business change and OpEx using Lean & Six Sigma principles. My role focussed on;• Delivered drill down complaints analysis that identified key issues, reporting root cause and proposals to stakeholders groups and change forums to reduce complaint volumes.• Driving improvement and quick fixes that deliver tangible positive change for the customer and the business.

Doncaster, United Kingdom

Previously RBS Insurance.• Delivering full training cycle activity across multiple sites for high profile brands such as Tesco, BMW, Privilege, RSPCA and RBS.• Design and Delivery of new starter inductions and on-boarding including HR policy. • Supporting HR advisory teams with employee enquiries during busy periods. • Recruitment of contact centre employees and Training Consultants. • Design of CII accredited training materials. I have extensive experience in designing soft skills, system, product/technical training. • Scheduling and co-ordinating training requirements for a 1000 seat contact centre with multiple departments • Gap analysis & evaluation

Education record

Education record