Stephen Shine Email & Phone Number

London, Gb

London Area, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

• Worked with multiple UK financial services regulators to develop their policy and system to collect industry reports in relation to operational incidents and outsourcing and third party arrangements.• Managed the delivery of a service design project, including planning key activities, producing key reports and facilitating meetings with key stakeholders.• Led interviews and workshops with internal employees and regulated firms to understand their current pains and unmet needs to be satisfied by the design of a future policy and service.• Designed a draft data set to support the regulators policy, considering emerging global policy in relation to operational reslience and the needs of regulated firms and staff at the regulators.• Led work supporting a financial services client to establish a large scale redress programme; establishing process, design the quality assurance framework and designed and delivered training• Facilitating discussion groups with staff to understand the challenges they face in their day-to-day work.• Reviewed the complaint operation of a mid-sized financial services client to identify improvements and changes, such as changing the quality assurance framework, leading root cause analysis on complaints data and recommending changes to the department structure.

London, England, United Kingdom

• Responsible for embedding a new quality framework within the insurance area.• Analysing the results from quality checks, and other sources, each month to identify areas of improvement, themes and root causes.• Facilitating discussion groups with staff to understand the challenges they face in their day-to-day work.• Present monthly and quarterly quality data to senior leaders and management teams, guiding them on improvements that could be made in their department.• Introducing improvement to processes and systems, working across different departments and subject matter experts to create tangible improvement. For example, increasing compliance with our customer contact standards by 30% in one department.

London, England, United Kingdom

• Managed a caseload of up to 50 cases at any one time.• Investigated complex complaints about a range of financial products in order to reach an informal resolution.• Exceeded demanding targets on output, quality and other key metrics.• Member of specialist property insurance group, dealing with complex and novel complaints in order to shape our policy.• Mentored new members of staff on our approach to cases, managing a caseload and using our systems.

London, United Kingdom

• Designed, developed and tested knowledge tools using specialist natural language rule automation software.• Collaborated with stakeholders to map the current process, identify gaps in knowledge and create a consistent approach to cases.• Responsible for our knowledge that was used to answer thousands of complaints about the mis-selling of PPI policies.• Developed the tool over a period of significant changes to regulations, enabling the organisation to continue dealing with complaints consistently and fairly.• Work was done in Oracle Policy Automation and I passed the rule specialist foundation programme with 94%.

London, United Kingdom

• Resolved complaints about the mis-selling of PPI policies• Handled complaints about large businesses in a consistent way.• Specialised in complaints about the administration of PPI policies, and complaints against smaller firms.

Birmingham, United Kingdom

• Managed a team of 12 complaint handlers, dealing with HR issues and helping manage their workload.• Dealt with complaints from customers that escalated• Ensured the quality of work in the team was consistent, and provided additional training and support where needed.• Supported the complaints department through a Lean transformation to deal with complaints more efficiently.

• Supported the team with complex complaints they were unable to resolve• Managed the workflow for the team.• Reported to senior managers on the KPIs, such as complaint volumes and time taken to resolve.

• Dealt with customer complaints from the business banking contact center.• Investigated and responded to complaints, in line with the relevant regulations.

• Dealt with customer enquiries from business customers as the first point of contact.• Coached and trained new starters.

Framlingham

This was a one month contract at a summer school for foreign children aged between 12 and 16. My role was to arrange social activities for the students including trips to local towns, London and Cambridge.I was also responsible for meeting with the college staff and ensuring the students accommodation and well being was to a high standard.

Master Of Arts (Ma), Music Technology, Pass

Activities and Societies: I Staff council representative for my course The course included a variety of modules including several group.

Bachelor Of Arts (Ba), Creative Music Technology, 2:1

Activities and Societies: I ran a record label in my 2nd and 3rd year to promote and publish the work of students. I ran a series.

Education record