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