Tony Murphy

Tony Murphy Email and Phone Number

Customer focused leader with a passion for identifying opportunities to improve the customer journey, deliver better customer outcomes and drive out waste to create a more efficient business @ JPMorgan Chase & Co.
new york, new york, united states
Tony Murphy's Location
Coatbridge, Scotland, United Kingdom, United Kingdom
Tony Murphy's Contact Details

Tony Murphy personal email

n/a
About Tony Murphy

I am an experienced senior operational leader that puts the customer at the heart of everything I do, whilst delivering against all key business metrics.With over 21 years’ experience in the Financial Services Industry, I have a proven track record of enabling large teams to provide exceptional customer service, whilst delivering strong operational results, efficiency savings and improving both colleague engagement and performance. I am currently utilising my experience in the role of Customer Outcomes & Engagement Manager with Tesco Bank. My role enables me to utilise customer insight to identify opportunities to improve both the customer journey/outcome, whilst delivering either cost savings or cost avoidance for the business.I also have experience of leading teams across a number of Banking and General Insurance products, with periods also spent leading Credit Underwriting, Section 75, Fraud Investigation and Complaint/FOS teams, always delivering great results across key customer, people, risk and financial metrics.My passion is to continually improve the customer experience by really understanding ‘what matters’ to my customers and ensuring the business is set up to respond to that.

Tony Murphy's Current Company Details
JPMorgan Chase & Co.

Jpmorgan Chase & Co.

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Customer focused leader with a passion for identifying opportunities to improve the customer journey, deliver better customer outcomes and drive out waste to create a more efficient business
new york, new york, united states
Website:
jpmorganchase.com
Employees:
286575
Tony Murphy Work Experience Details
  • Jpmorgan Chase & Co.
    Vice President Business Analysis Manager
    Jpmorgan Chase & Co. Jan 2023 - Present
    United Kingdom
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  • Cca Global
    Cca Excellence Awards Judge
    Cca Global Jun 2014 - Present
    Glasgow, Scotland, United Kingdom
    A member of the judging panel for the CCA Excellence awards that recognises and celebrates talent, initiative, innovation and best practice across multiple industries.
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  • Tesco Bank
    Customer Outcomes & Engagement Manager
    Tesco Bank Jun 2021 - Oct 2022
    Glasgow, Scotland, United Kingdom
    Leading a team of approx. 40 FTE of customer obsessed colleagues focussed on analysing customer journeys to identify opportunities to improve products, processes or systems in order to deliver better customer journey's and outcomes.Sharing compelling stories with stakeholders at all levels across the business to ensure the right people understand where we could do better and what changes need to be made to support the improvement.
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  • Tesco Bank
    Operations Manager - Customer Relations
    Tesco Bank Jan 2020 - Jun 2021
    Glasgow, Scotland, United Kingdom
    Leading a team of approx. 90 FTE of Customer Relations Officers focussed on delivering a fair outcome for customers who have made a complaint related to any of our Banking and General Insurance products, including complaints made via the Exec, Press Office or MPs.Responsibility for the successful resolution of FOS complaints and the lead contact for the day to day relationship with the FOS.Whilst ensuring our regulatory responsibilities are met, the focus was always on the customer and delivering a fair outcome for them om every complaint, this resulted in industry leading FOS referral and upheld rates.
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  • Tesco Bank
    Operations Manager - Fraud Investigations
    Tesco Bank May 2019 - Jan 2020
    Glasgow, Scotland, United Kingdom
    Leading a team of approx. 90 FTE of Fraud Investigators responsible for protecting our customers and the bank from 1st and 3rd party account level fraud from new business through the full life cycle of the account.Leading the closure of the operation in our Edinburgh office effectively, whilst supporting colleagues to get the right outcome for them individually, either internally or externally.
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  • Tesco Bank
    Operations Manager (General Insurance)
    Tesco Bank Jan 2019 - May 2019
    Glasgow, United Kingdom
    Leading a team of approx. 100 FTE to deliver excellent service in every interaction with our customers whilst identifying opportunities to improve the service delivered and strip out any waste to make us more efficient.
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  • Tesco Bank
    Operations Manager - Credit Cards
    Tesco Bank Oct 2018 - Jan 2019
    Glasgow, Scotland, United Kingdom
    Leading a team of approx. 150 FTE to deliver excellent service in every interaction with our customers whilst identifying opportunities to improve the service delivered and strip out any waste to make us more efficient.
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  • Tesco Bank
    Interim Head Of Banking Telephony
    Tesco Bank May 2018 - Oct 2018
    Glasgow, United Kingdom
    Leading the Banking Telephony team who support the sales and servicing of all banking products with approx. 600 heads across Glasgow and Newcastle sites dealing with Current Accounts, Savings, Credit Cards and Loans.Ensuring all colleagues had the knowledge and tools to deliver excellent service in every interactions whilst identifying opportunities to improve the service delivered and strip out waste to make us more efficient.
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  • Tesco Bank
    Operations Manager (Credit Cards)
    Tesco Bank Jan 2018 - May 2018
    Glasgow, United Kingdom
    Leading a team of approx. 150 FTE to deliver excellent service in every interaction with our customers whilst identifying opportunities to improve the service delivered and strip out any waste to make us more efficient.
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  • Tesco Bank
    Interim Head Of Banking Telephony
    Tesco Bank Aug 2017 - Jan 2018
    Glasgow, Glasgow City, United Kingdom
    Leading the Banking Telephony team who support the sales and servicing of all banking products with approx. 600 heads across Glasgow and Newcastle sites dealing with Current Accounts, Savings, Credit Cards and Loans.Ensuring all colleagues had the knowledge and tools to deliver excellent service in every interactions whilst identifying opportunities to improve the service delivered and strip out waste to make us more efficient.
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  • Tesco Bank
    Operations Manager - Customer Care (Credit Cards & Current Accounts)
    Tesco Bank Apr 2015 - Aug 2017
    Edinburgh, United Kingdom
    Customer Care - Current Accounts & Credit CardsLeading a team of approx. 188 FTE (including 3 CSMs & 18 TMs)Telephony area delivering exceptional customer service throughout the customer journey from sales to account closure.Leading the closure of the site effectively whilst supporting the colleagues get the right outcome for them individually whilst promoting internal and external opportunities.
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  • Tesco Bank
    Operations Manager - Loans (Credit Underwriting)
    Tesco Bank Oct 2012 - Apr 2015
    Glasgow, United Kingdom
    Leading a team off approx. 85 FTE of Credit Underwriters responsible for ensuring not only that our customers get the right lending decision but also that they protect the bank from any unnecessary risk. Led and implemented a re-design of how the bank underwrites, working with key stakeholders across Credit Risk, Commercial (budget) and Design to strip out waste and get a better decision quicker for our customers, improving conversion and generating new income.
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  • Tesco Bank
    Operations Manager - Loans Telephony
    Tesco Bank Jan 2011 - Oct 2012
    Glasgow
    Initially working as part of the project team developing and launching the Loans product on Tesco Banks own platform, before moving on to migrating the back book of customers over from RBS.Leading a team of approx. 80FTE to deliver exceptional customer service to our new and existing Loans customers, whilst continuing to work closely with the project to enhance the product and systems used at launch.
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  • Standard Life
    Department Manager (Operarions Manager) - Platform Customer Centre
    Standard Life Jan 2001 - Dec 2010
    Held various roles across Standard Life, from Pension Transfer Value Analysis to leading teams across reconciliation, Life Assurance, Pension and Wrap areas.My final role was a Department Manager in the Platform Customer Centre, supporting Financial Advisors utilise our platform and products to meet the needs of their customers, whilst ensuring their customers investments were safe and managed appropriately.
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  • Sky
    Customer Service Representative
    Sky Oct 1998 - Dec 2000
    Dunfermline
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  • Safeway
    Manager In Training - Sm3 Controller
    Safeway Jun 1996 - Oct 1998
    Various
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Tony Murphy Skills

Operations Management Stakeholder Management Management Financial Services Project Delivery Business Process Improvement Change Management Business Transformation Risk Management Banking Business Analysis Relationship Management Outsourcing Process Improvement Customer Experience Team Management Governance Strategy People Management Team Leadership Performance Management Coaching Customer Service Investments Call Centers Financial Risk Pmo Retail Banking Strategic Planning Team Building Business Planning Operational Risk Service Delivery Project Portfolio Management Pensions Project Planning Call Center Account Management Contact Centers Microsoft Excel Process Mapping Six Sigma Budgeting Planning Visio Data Analysis Excel Business Process Mapping Program Management

Tony Murphy Education Details

  • St.Andrews High School
    St.Andrews High School

Frequently Asked Questions about Tony Murphy

What company does Tony Murphy work for?

Tony Murphy works for Jpmorgan Chase & Co.

What is Tony Murphy's role at the current company?

Tony Murphy's current role is Customer focused leader with a passion for identifying opportunities to improve the customer journey, deliver better customer outcomes and drive out waste to create a more efficient business.

What is Tony Murphy's email address?

Tony Murphy's email address is to****@****sky.com

What schools did Tony Murphy attend?

Tony Murphy attended St.andrews High School.

What skills is Tony Murphy known for?

Tony Murphy has skills like Operations Management, Stakeholder Management, Management, Financial Services, Project Delivery, Business Process Improvement, Change Management, Business Transformation, Risk Management, Banking, Business Analysis, Relationship Management.

Who are Tony Murphy's colleagues?

Tony Murphy's colleagues are Alyssa Cantu, Kevin D. Patterson, Amy G., Linda Egbuonu, Bs, Mba, Stephen Kuplinski, Diana Betancourt, César Kenzo Kimura.

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