Vicky Harding-Pantry Email & Phone Number

Manchester, England, United Kingdom

Manchester, England, United Kingdom

Working on a high profile programme, focusing on investment products. Within this role I have two key roles – acting as a Deputy Product Manager and leading the ‘Run the Bank’ process, ensuring all elements of the Redress Calculations, Mailings and Payment functionalities run as required to provide the right outcomes for the customer. • Participating in meetings as a Deputy Product Manager, providing insight and detail where required. • Thoroughly and effectively reviewing various programme documentation to provide team feedback and sign off. • Continuously developing my own knowledge and understanding, along with encouraging the team to do so whilst also learning from them. • Currently responsible for Redress Calculations, Mailings and Payments, whilst working towards a handover to include Product Management of the Workflow Tool & the Remediation Data Staging Tool which currently maintained by the Deloitte team. This will bring all Product Management into one in house team.• Responsible for ensuring the processing of the redress calculations, mailing of customer letters and customer payments run effectively and reach the customers within the required timescales. • Participating in UAT and Live Proving to robustly test the system and processes. • Actively identify, follow up and escalate any findings within the process or during various testing. • Fostering strong and effective communication between Deputy Product Managers and the System Developers to increase knowledge and improve processes.• Flexible in both Agile and waterfall project management delivery. • Demonstrating good stakeholder management and engagement skills. • Responsible for actively identifying any items for RAID log including any follow up actions.

Rotherham, England, United Kingdom

Due to a restructure, I was transferred to Business Banking Recoveries, where I have two key roles – the lead process subject matter expert as well as providing deputy cover in the absence of the team leader. • Personally designed and delivered level-2 and level-3 process maps for a new process implemented within Business Banking Recoveries. This implementation was a direct response to Coronavirus support for Business Insolvency. As part of delivering the process maps and training material, this included delivering training to the operational team. I am currently part of a new project team carrying out a similar exercise for the Bounce-Back Loan Scheme.• Lead contact and referral point for complex scenarios, which includes working with colleagues in NatWest Legal and various complaint teams to resolve complaints and court orders in relation to Business Insolvency.• Provide a regular drop-in session for operational colleagues to raise queries, where I provide coaching and support to ensure that the customer receives a fair outcome.• Provide line management to operational colleagues in the absence of the team leader, which includes absence and performance management.

Rotherham

Within in this role I was responsible for supporting Product and Customer Journey Managers delivering product pilots and propositions as well as mandatory change activity driven by regulators.• Working in both a customer contact and data analysis environment, I provide best in class service to both internal and external stakeholders and customers. This includes simplifying complex regulation into easy to understand language. • Using analytical tools and programming language including SQL to create MI to identify trends in the level of service provided, which is then cascaded to peers and stakeholders. • Use Lean and Agile ways of thinking to improve the journey for both customers and colleagues, while increasing process efficiencies. • Acting as a key subject matter expert, providing advice to colleagues, stakeholders and third parties on activity related to personal and business products, including credit cards.• As a senior member of the team, I am responsible for deputising for the team leader during absence periods, which includes performance and absence management and ensuring the team is motivated and KPIs are achieved.• Responsible for mitigating process errors by provided quality assurance on activities completed by colleagues. This involves providing one on one coaching, as well as group training and coaching sessions. • Improved over 25,000 customer interactions per annum by being the lead call coach for colleagues on the department to ensure they adhere to all mandatory and regulatory guidance, whilst putting the customer at the heart of every conversation.

Rotherham

Within this role I was responsible for supporting my line manager in providing day to day coaching and feedback to colleagues within my team. I also took a lead in organising and running team activities such as huddles, team meetings, as well as training sessions.• Working as part of Business Recoveries supporting the Bank in minimising the financial loss on defaulted debts. Using a wide range of recovery techniques and practises to ensure that the customer was supported whilst minimising the loss.• Responsible for delivering all technique training to all new colleagues to the team, as well as responsible for upskilling existing team members on new processes or where training needs were identified.• Acted as the lead referral point for all complex issues, as well as providing technical knowledge and opinions on Executive and Financial Ombudsman Service complaints.• Ensured the team ran efficiently and effectively in the absence of the team leader, and attended all management meetings as well as carrying out performance management discussions where required.

Rotherham

A first point of contact role for customers who were in the Bank’s debt recovery department due to being in financial difficulty, insolvent, deceased, or other life changing circumstances. This role involved working with complex business and personal relationships, including secured and unsecured debts.• Supporting customers through a difficult period in their lives, and ensuring I offered the right support and solution that was in the interest of both the customer and the Bank.• Actively considering risks associated with every decision as it could impact the amount of money the Bank potentially has to write off.• Became a subject matter expert through proactively seeking to expand my knowledge and develop, as well as taking a keen interest in developing others.

Rotherham

Administration of regulatory notices to both business and personal customers, and making numerous decisions daily, which could be very complex, about how we were going to recuperate debts owed. • Responsible for the issuance of regulatory notices in line with the Consumer Credit Act and the Mortgage Conduct of Business.• Ensuring customers received the right support based on their current and future circumstances.• Engaged and took leads on champion roles including Simplifying Customer Life which enabled the Bank to save on costs whilst also improving the customer journey.

Rotherham

• Ensuring that all Customer files are up to date and compliant with rules and regulations • Remediation of the existing customer portfolio to ensure identification & verification checks are completed and in accordance with the current regulation • Creating and updating customer records• Identifying the correct requirements for cases as stipulated by current policies• Inputting & analysing customer data• Initiating searches against sanctions, analysing the results and taking appropriate action to escalate adverse findings• Performing other tasks within the Remediation Team as directed by the Remediation Manager and according to operational needs• Customer administration, document filing, preparation and indexing of imaged records• Providing information to various stakeholders• Office administration and other ad hoc duties • Handling communication with customers including writing letters • Scanning, logging & checking documentation

• Customer service advisor taking incoming calls from William Hill customers advising and processing bets• Requested by management to take priority calls after being with the business for a short time• Responsibilities for 1-1 training and mentoring of new starters.• Taking escalated calls from new starters• Floor walking duties, helping and mentoring new starters whilst they are on the phones• Demonstrating how calls are to be handled by having new starters sitting with me whilst I take calls• Providing extra customer services acting as a customer services overflow agent• Dealing with online queries, complaints and card changes• Administration and management of Yodel including email responses, collection organisations, cancellations, complaints and customer queries

First Diploma, Art And Design, Pass

Education record