Simon Cliffe Email & Phone Number

Halifax, England, United Kingdom

• Responsible for 4 teams teams achieving SLA and the achieving correct quality Level.• Ensuring the teams are improving on a weekly basis and tracking this.• Providing support to the team managers in the application of HR matters• Ensure that we have a highly engaged and motivated team.• Creating a culture of continuous improvement.• Imbedding the E-surv culture and coaching people into the E-surv mentality.Due to site closure on 31st March 2020, I am currently at risk of redundancy.

Halifax, England, United Kingdom

• My direct reports were four team managers and span of control was roughly 45-50 colleagues• My job was to deliver against SLAs, ensure quality of my teams were first class.• I lead continuous improvement and had a great deal of success with process improvements• I had the highest engagement scores across secured lending operations.This position ended due to a TUPE transfer into E-Surv Chartered Surveyors

Halifax, England, United Kingdom

• Managed a team of 12 of bookers and managed the inbound telephony performance.• Was also in charge of the continuous improvement • Implemented many changes and improved efficiency

Halifax, England, United Kingdom

• Managed a Team between 12 to 17 Senior Fraud Investigators.• Had to train, coach & motivate these colleagues to deliver outstanding results.• Had to ensure team had all required skills to ensure they could Identify fraud to minimise the risk to both customer and the business

Halifax, England, United Kingdom

• Received external training at a cost of £45,000 from VFM Services. This gave me the skills to identify deceptive behaviour through cognitive interviewing techniques.• When there was suspicion that claimants of fraud were being dishonest in their claim application. I would interview them between 45 mins to an hour, the goal was for them to withdraw the claim.

Halifax, England, United Kingdom

• Working a processing queue• Made risk based decisions on basic fraud claims where bank customers allege they have been victims of ATM or Visa Debit fraud