Stuart Mann Email & Phone Number

Warrington, Gb

Birmingham, England, United Kingdom

Providing strategic ownership and oversight of the Customer Operations Training & Competency (T&C) regulatory and Quality Frameworks. Leading and developing a population of Team Managers and Learning and Development professionals to ensure that customer operations consistently deliver high standards of compliant customer service whilst using effective planning to manage the costs to serve.Supporting a company wide transformation project through the creation of a quality culture and environment for all colleagues, promoting health and wellbeing whilst ensuring that staff reward and recognition / engagement initiatives are in place.

Warrington, England, United Kingdom

Elected in May 2024 as Independent Borough Councillor for the ward of Burtonwood & Winwick in the town of Warrington. I am undertaking this role whilst still employed full time at Wesleyan.

Manchester Area, United Kingdom

Manchester Area, United Kingdom

Recruited to manage design and implement all aspects regulatory compliance for a newly formed financial services company. Lead and owner of company compliance and development of all operational policies and procedures.• Main FCA contact within the business.• Processed CASS application for business and all Financial Conduct Authority permission variations.• In a 3-month period established business wide policy and procedures for all aspects of the company to ensure compliance for all regulatory bodies.• Implemented Human Resources and Regulatory testing systems for business.Made Redundant - October 2021

United Kingdom

Recruited to establish and maintain an effective Quality Operating Model for a rapidly expanding finance company with branches across the United Kingdom. Delivering robust first and second line compliant assurance that drives staff competence and influences the day to day strategy of the business. Managing the Everyday-Loans Quality Assurance Teams, ensuring that they operate in an efficient and effective manner, meeting productivity targets whilst making correct and consistent judgements.• Development and delivery of the Quality Assurance Operating Model across a branch and central office network.• Creation of new Quality Assurance Teams and co-ordination of the tasks and activities amongst these teams to ensure key deliverables are achieved within agreed timescales. • Production and embedding of an effective Group wide Quality Assurance Framework.• Promotion of a focused and consistent Group wide ‘Compliance culture’. • Identification of business wide thematic issues through targeted risk based reviews.• Production of MI reporting to enable the business to take adequate and appropriate action. Made Redundant due to role relocation.

Think Park. Mosley Road, Trafford Park, Manchester. M17 1Fq

Recruited to help Think Money Group attain high level standards of compliance by providing independent oversight, support and feedback. • Development and oversight of Quality Assurance Teams, including direct supervisory responsibility of the Team Leaders. • Co-ordination of tasks and activities amongst the Quality Assurance Teams • Developed Quality Assurance internal processes and production and embedding of an effective Group wide Quality Assurance Framework.• Escalation of risks and issues which may impact the business’ ability to comply with applicable rules and regulations. • Production of MI reporting that helped shape the business strategy

Global

Strategic lead and oversight of risk and governance quality assurance covering the branch and contact centre networks across France, Italy, Spain and Portugal. Striving for customer service excellence and regulatory compliance by creating an effective cross cultural approach, sharing best practice independent reviews and effective frameworks.GLOBAL RISK OPERATIONS QUALITY MANAGER (October 2010 – February 2014)Recruited to manage the global delivery of key quality metrics and performance for the Collections and Fraud operational areas of Barclaycard. Driving customer service delivery and regulatory compliance through creation and adherence to quality frameworks and processes. Initiating a key change in Quality Assurance approach within the bank during a critical period with excellent results. Delivering key cost benefits and customer delight with a robust engagement strategy and risk based approach.• Barclaycard subject matter expert on FCA regulatory compliance for complaints• Delivered £3m annual cost saving through effective quality trend analysis and service improvement.• Year on year improvement in customer quality and customer satisfaction scores in both Barclaycard Fraud and Collections• Ensured minimum standards were exceeded across the Barclaycard business, with regular and routine performance reviews conducted with all operational areas globally taking corrective action where necessary.• Lead in co-ordination of global quality delivery

Uk

Quality Assurance Lead covering all aspects of Risk Operations (Collections and Fraud) UK Barclaycard Quality assurance lead for complaint monitoring and regulatory compliance monitoring.

Recruited to manage all aspects of the Mercedes-Benz Retail Customer Support Unit in order that a visible increase in footfall to the retailers occurred.• Doubled contact centre efficiency and productivity over a twelve-month period, through clear targets, staff reorganisation and a new sales process.• Managed income and expenditure for centre on a weekly basis taking effective action to ensure the agreed operation budget and cost per enquiry was achieved in line with business targets.• Maintained prospect and customer databases in line with the business communication strategy to ensure optimum opportunity to revenue streams.• Ensure minimum standards are achieved in all areas, that regular and routine performance reviews are conducted with all staff and effective action taken in areas of underachievement.• Improved cost centre profitability by 25% over a 12-month period.

Manchester, United Kingdom

Managed all aspects of the Mercedes-Benz Retail Customer Support Unit in order that a visible increase in footfall to the retailers occurred, Increased income per customer sale.Maintained and exceeded retail sale customer service and satisfaction targets. Defined clear sales strategy, staff recruitment, development and coaching.

History

Education record