Tessa Clark Email and Phone Number

Key achievements:• Led the strategic review of the organisation’s approach to Quality Assurance – re-designing all quality checkpoints across the customer journey. Directed the implementation and rollout of the new framework to 2000+ caseworkers.• Led the formation of a second-line 15-person Quality Team to monitor compliance against our organisational service standards and drive service improvement opportunities, resulting in a 9% increase in our overall quality score. • Designed and delivered the organisation’s Knowledge Management strategy, including leading a team of 15 specialists. Programme managed the development and improvement of a highly utilised technical knowledge SharePoint database used by all caseworkers at FOS (4.5 million hits per year). • Sponsored the development of 20 semi-automated casework logic tools (built in Oracle Policy Automation) to drive efficient and consistent decision-making. Tools are used by caseworkers ~10,000 times a month.• Reported to Executive member, with frequent Board interactions

I joined the Deloitte Graduate Scheme in 2002 within their Deloitte Managed Servicesdepartment. I was highly utilised on client projects, specialising in establishing and leading Quality Assurance functions in outsourced environments. Key clients included Barclays, Legal & General, GMTV, ITV, Lloyds Banking Group & Financial Ombudsman Service.

Associate within the Individual Vetting and Registration department (non-routine team), which approved individuals who wished to take up senior positions within the Financial Sector, prior to N2.