Tony Murphy Email & Phone Number

United Kingdom

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Dunfermline

Various