Scott Lisle Email & Phone Number

United Kingdom

West Midlands, England, United Kingdom

Purpose of Role:To improve the mortgage sales process experience for customers and colleagues in a multi-channel environment, enabling more customers to own their own homes, whilst delivering operational efficiencies and fair customer outcomes.Key Responsibilities:Use research and data to understand our customer’s needs, prioritising those that deliver the most valueRelationship management with key stakeholder throughout the product life cycle. Shape and prioritise product backlogEmpower the delivery team to build the right thing, working collaboratively.to achieve the best outcome for the customer.Define OKRs, track and evidence the benefits delivered.Key Achievements:Simplification of the Product Transfer experience reducing average interview time for customers from 41 minutes to 20 minutes.Development of product roadmap that supported a cultural change within the Remote Mortgage channel from a process driven one to one that's customer focused.Strengthened the control environment through the introduction of a customer centric Observation Aide to support Training & Competence standards.Semi automation of the mortgage recommendation document, delivering operational efficiency and accurate documentation for customers.Delivery of Mortgage Product Finder tool to support Mortgage Advisers in giving advice

Gloucester, England, United Kingdom

Strategic owner of the mortgage sales process, working to maximise commercial benefits of efficiency and income, whilst protecting customers and improving the experience.Key Responsibilities:Responsible for the successful implementation of new mortgage productsMortgage product and sales process governanceLead a multi-functional team of 18 FTEOwner of the mortgage sales process, procedure and policy manual and support functionKey Achievements:Worked collaboratively to develop a compliant advised sales process that met Mortgage Market Review (MMR) Regulatory changes in March 2014. Designed and implemented a robust governance control framework for newly formed Mortgage Product team.Delivered from concept a new on-line mortgage sales process, policy & procedure manual that supported integration of LTSB & HBOS.Created web chat support functionality for colleagues with mortgage sales process related issues, improving customer service and operational efficiency

Gloucester, England, United Kingdom

Purpose of role:Lead a centralised operational support function for all channels (Branches, Remote Mortgages and Intermediaries).Key Responsibilities:Own and manage customer service standards for each of the channels working collaboratively with key stakeholders to improve performance. Own & maintain the C&G Intermediary mortgage application system (Caseflow)Develop and deliver a strategy to support colleagues through the integration of the LTSB & HBOS mortgage sales process, procedures and policy, and the migration to a single sales process platform.Key Achievements:Introduction of Perfect Quality service standards drove a significant improvement in the mortgage application to offer timeline.Implementation of Queuebuster technology into the call centres to smooth out peaks in customer demand and ease pressure on colleagues.Creation and launch of a new help desk, which supported front line colleagues and the Business Development Managers at a time of significant change.

Gloucester, England, United Kingdom

Purpose of role:Drive the introduction of group Customer Treatment Standards (Conduct Risk) into the culture of the business, moving away from a business focused on sales and targets, to one that was more customer centric.Key Responsibilities:Always represent the customer viewpointSet up and undertake customer research activity to ascertain what was important to the customerDesign and implement new Customer Treatment Standards.Key Achievements:Introduction of Net Promoter Score (NPS) customer feedback.Successful implementation of Mortgage Customer Treatment standards

Gloucester, England, United Kingdom

Purpose of role:Own, co-ordinate and communicate the operational activities required to effectively manage the C&G Mortgage Direct call centre of 120 FTE, ensuring colleagues were available to service customer needs effectively.Key Responsibilities:Root cause analysis of customer complaints and implementation of mitigating activities.Design and production of necessary management information to run an efficient and effective operation.Accountable for the delivery and embedding of change initiatives.Forecasting and day to day management of resource to maintain service levels.Key Achievements:Year on year improvement in service standards

Birmingham, England, United Kingdom

Birmingham, England, United Kingdom

Brierley Hill, England, United Kingdom

Brierley Hill, England, United Kingdom

West Midlands, England, United Kingdom

Worcester, England, United Kingdom

Worcester And Kidderminster Area