Tony Hatton Email and Phone Number

Managing relationship between business and third party carrierDeveloping processes and improving service level to customersDealing with customer queries

Delivering to vulnerable and elderly customers during the pandemic

Responsible for set up and planning of large customer contact exercise including sourcing and liaison with third party suppliers, contract negotiations and development of requirements.Led the workstream delivery of the non-redress (business creditors) Scheme of Arrangement and solvent liquidation, including:Developed processes for implementation of claims communications Developed processes for review of Scheme claimsImplemented claims communications and tracking of responsesDelivered monthly Board communications to enable review and decision on claimsCompleted claims review process requirements to time and costAssisted redress (customer) claims workstream lead with processes and execution of customer communications

Delivery of two distinct regulatory remediation exercises, involving:Third party relationshipsDatabase designCustomer contact strategy and supportDaily managementFinance paymentsTracking and reportingOverall refunds of circa £16m to 150,000 customers in connection with FCA section 166 notice.Managed delivery of complaints improvement projectActed as work stream lead relating to IT of a third party relationship for delivery of affordability structure, implemented across different IT platforms

Responsible for delivery of key regulatory projects, including:Systems integration, testing, and delivery of third party electronic identification and verification software with business core systemImplementing system changes to improve customer experience and improve risk and control reporting and systems

Responsible for the management of projects in service of delivering defined business benefits to cost and time. This has included identifying requirements, developing business cases, agreeing benefits, budget management and delivery.• Delivery of various IT related projects in service of customer service improvements, including implementing digital payments for an existing product and improving the end to end customer journey relating to surrenders and maturities.• Developing and implementing a digital channel shift strategy to reduce the volume of printed mailings, and deliver quantifiable business benefits in reduced postage and print costs.• Delivery of project to enable the business to take control of its customer communications, utilising third party software. This has included:o Liaising with third party provider to ensure the best possible deal for the business and agreeing levels of support and service on purchase of required softwareo Successful implementation of project including ensuring that all required customer statements were migrated to new platform, with associated controls and benefitso Liaising with third party print provider to ensure that requirements and controls were meto Stakeholder management to ensure that all relevant activities were agreed and met the requirements of the businesso Development of required IT changes, and support to meet the needs of the project

Responsible for the set up, management and delivery of projects in service of quality and performance improvements across the Operations area. Identifying and defining requirements, preparing project plans and business requirement documents. Managing project risks and issues through to implementation. Assessing the financial benefits and conducting post implementation reviews to assess the cost benefit.

Responsible for the set up, management and delivery of projects in service of quality and performance improvements across the Operations area. Identifying and defining requirements, preparing project plans and business requirement documents. Managing project risks and issues through to implementation. Assessing the financial benefits and conducting post implementation reviews to assess the cost benefit.

Responsible for the set up, delivery and management of research and development campaigns, using standard project techniques. Identifying and documenting needs, obtaining approvals, creating systems for collection and collation of customer data and reviewing results