Wayne Fisher Email & Phone Number

Livingston

Responsible for the set up and co-ordination and running of an internal LSS Green Belt accreditation program within the Process Improvement team. Played the role of coach and mentor which has seen 20 team members achieve full BQF LSS Green Belt accreditation and one team member achieving the accolade of winning the 2018 British Quality Foundation Lean Six Sigma Award.Created, designed and managed an internal Sky Sigma Yellow Belt program which has supported individuals in delivering… Show more Responsible for the set up and co-ordination and running of an internal LSS Green Belt accreditation program within the Process Improvement team. Played the role of coach and mentor which has seen 20 team members achieve full BQF LSS Green Belt accreditation and one team member achieving the accolade of winning the 2018 British Quality Foundation Lean Six Sigma Award.Created, designed and managed an internal Sky Sigma Yellow Belt program which has supported individuals in delivering business benefit across the Customer Services division. To date 42 individuals have achieved full accreditation and the program has realised over £3.3M in cost saving benefit. Show less

United Kingdom

Responsible for leading and coaching a team of Lean Agents with a portfolio of varied Lean initiatives across locations nationwide.

Edinburgh, United Kingdom

Performing the role of lead of Lean Six Sigma Deployment Champion for company wide program working closely with senior management teams across key business function including Customer Services, Risk, Sales, Marketing, Internal Audit, HR and Finance to embed and deploy LSS methodology.

Edinburgh, United Kingdom

Delivered a varied portfolio of continuous improvement initiatives including two large Black Belt initiatives including setting up a new Customer Contact Centre and reducing inbound telephony failure demand. I was a valued support to senior management across the Customer Services division and acted as a role model to frontline employees.

Responsible for process change initiatives within Bank Contact Centre covering in excess of 300 staff. Worked in partnership with staff at all levels from Bank Executive to front line staff in generating ideas & implementing process change. Recruited, trained and developed a small team of frontline staff as Lean practitioners.Taken full responsibility for numerous Lean interventions & this has included initial data gathering presenting back to senior management on… Show more Responsible for process change initiatives within Bank Contact Centre covering in excess of 300 staff. Worked in partnership with staff at all levels from Bank Executive to front line staff in generating ideas & implementing process change. Recruited, trained and developed a small team of frontline staff as Lean practitioners.Taken full responsibility for numerous Lean interventions & this has included initial data gathering presenting back to senior management on findings, gaining agreement for change. Show less

Edinburgh, United Kingdom

Worked closely with Marketing to promote methods for customer retention.Ensured that all tasks were suitably resourced to ensure that all telephone and written customer enquiries were dealt with in a timely manner.Co-ordinated and managed Marketing led outbound campaigns promoting new Bank products.Provided necessary training and coaching support to direct reports, agreeing development plans and assisting staff in the progression of these. Helped to develop 3 direct… Show more Worked closely with Marketing to promote methods for customer retention.Ensured that all tasks were suitably resourced to ensure that all telephone and written customer enquiries were dealt with in a timely manner.Co-ordinated and managed Marketing led outbound campaigns promoting new Bank products.Provided necessary training and coaching support to direct reports, agreeing development plans and assisting staff in the progression of these. Helped to develop 3 direct reports to Team Manager level. Show less

Edinburgh, United Kingdom

Conducted operational audit reviews across numerous business areas within the Bank. Produced finding reports and met with management to agree action and seek agreement to improve, offering possible solutions. Conducted follow up audits to ensure that previous recommendations had been met.

Douglas, Isle Of Man

Responsible for the day-to-day running of department circa 20 staff whilst working under daily pressure to ensure that all international payments were processed in accordance with customer instruction whilst adhering to cut off times for processing payments.Project managed the implementation of a new in house payment processing system and delivered the subsequent staff training.

Luton, Bedfordshire

Conducted general voucher processing activities. Responsible for cashiering duties, including foreign till transactions and balancing daily cash balance. Handling general customer enquiries both face to face on the telephone.