Steven Mcguire Email and Phone Number

Streamlining processes across the Mortgage and Protection platform to create efficiencies in execution. Removing wasted time and making time for quality customer facing time allowing focus to meet more needs the customer, and achieve the right outcomes for them in an efficient manner. Working across UK Contact Centres and Branches coaching and supporting Team Managers, Department Managers, Area Mortgage & Protection Managers & MPM's, launching and embedding new initiatives, and delivering change to the UKCC frontline. Drive workstreams forward at pace ensuring continous traction. Educate the frontline and build understanding of practises and commercial benefits. Promote visibility and engagement across all virtual platforms and internal areas. To actively role model HSBC values and behaviours.

Streamlining frontline processes that have evolved to become more complex than needed, creating efficiencies in the execution. Removing wasted time and making time for quality customer facing time allowing focus to meet more needs the customer, and achieve the right outcomes for them in an efficient manner. Working across UK Contact Centres coaching and supporting Team Managers and Department Managers in their role of leading and developing people, launching and embedding new initiatives, and delivering change to the UKCC frontline. Drive workstreams forward at pace ensuring continous traction. Educate the frontline and build understanding of SG practises and commercial benefits. Promote visibility and engagement with Simplifying Growth and internal areas. To actively role model HSBC values and behaviours.

Key Achievements:• One of only 50 employees Fast tracked to National Extraordinary People Awards. Nominated for Commitment Award also nominated in 2 other area’s….Values & Team• Designed and delivered Performance Management, Working Smarter & Emotional Intelligence session to support new to role TM’s, which have now been added to Site Development Runway• Hamilton’s sole Project Leader for the successful implementation of Livechat• Top Performer Rating for Annual Performance which was in top 20% of all Team Managers in UK for 2012, 2014 & 2015.• Successful in Team Manager Appointment following HSBC Restructure (performance based selection process).• Drove Customer Satisfaction to an all-time high achieving 80.9% for 2012. • Top TM for CSAT in Hamilton following OE Changes in 2012 with 90.9%Responsibilities: • Full responsibility for a team of 12 Reps• Managing holidays, sickness and performance• Observe and Coach team members• Manage, co-ordinate and update staff of Business changes• Observe and coach to improve individual and team performance• Set & run individual development programs within Senior Development Program• Exceed weekly and monthly Customer, Financial & Non Financial Targets (Banking & Unsecured Lending Teams)• Manage call flows through monitoring staff levels and cover• Organise and deliver training

Key Achievements:• Designed and delivered “Working Smarter” initiative throughout Department with all Team Leaders.• Took over Customer Satisfaction and increased score from 75.3% in 2010 to 77.5%• Achieved a National Shine Award for my work on Customer Satisfaction, which was to go to Olympics.• Delivered Lifechoice Sessions to all Reps thus increasing Sales Intro’s from 0.5 to 1.9 per FTE.• 2 Rating (Role Model) for Annual Performance which was in top 20% of all Managers Grades within UK for 2011.Responsibilities: • Responsible for the coaching and development needs of a group of Team Leaders• Observe, coach and lead by example in their development• Adhoc duties – design and deliver site training, seek out best practise, trend analysis on Customer Satisfaction and Non Financial Targets• Full responsibility for the Site Customer Satisfaction through meetings, Incentives, visuals, communication and trends

Key Achievements:• Pivotal role in setting up new Outbound Department including recruitment, call queues, sales scripts and incentives.• No.1 Overall Sales Team in UK Q3 2009• Top 5 Overall Sales Team in UK in H1 2010.• Promoted to Team Sales & Service Coach 2010.Responsibilities: • Regularly exceed personal monthly Sales targets• Collate stats via Excel• Manage and monitor Performance, Compliance & Quality of team members• Deal with escalated issues• Observe and coach to improve individual and team performance• Deliver team meetings on a daily and weekly basis• Motivate team members• Participate in Inter-Departmental meetings on a weekly basis• Provide solutions to team members computer and process problems performance and discipline• Cover Management of Department in absence of Senior Manager

Key Achievements:• Maintained Glasgow’s status as No.1 Sales Team in the UK.• Kept motivation and focus levels at a maximum despite threat of impending Redundancies.• Successful in application to become a Coaching Mentor for new Installers prior to Redundancy announcement.• Responsibilities:• Managed and monitored Performance figures for team members• Observed and coached to improve individual and team performance• Motivated team members• Provided solutions to team members computer and process problems• Maintained regular contact with team members via One to One’s to improve performance and discipline