Yasar Mohammed Email and Phone Number

Team Manager in our Consumer Roadside Department in our Stretford office. Renewals and Retentions Team Manager and main priorities are Engagement is one of our main priorities across the Business, proactive approach to improve team engagement whilst coaching, leading and motivating colleagues to succeed and feel valued.

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* Overseeing a team of 18-32 staff and 3 team managers, producing offers and managing across 3 products, processing 8,000+ PPI claims a month within each team, ensuring ongoing appraisal and development, reporting to management on progress * Managing receipt and processing of all third party inbound and outbound correspondence for 100,000 clients * Analysing important Management Information to project targets, furnishing well informed decision making at board level * Liaising with various department including Quality and Development, Legal, Sales and IT, to resolve complex issues and managing relationships with lenders and working closely with Financial Ombudsman Services * Orchestrating remedial work, ensuring high attention to detail to minimise impact on business and customers, ensuring compliance with SLAs at each phase, while improving efficiency and identifying opportunities to improve service quality * Project Lead for implementation of process changes, saving ~£150k pa by moving inbound customer service from third party company to Malaga office, travelled to Malaga to implement, up skill and coach the entire team on the new process * Contributed to roll-out of new products and ensured adherence to all regulations, such as GDPR in accordance with Ministry of Justice regulations, facilitated continuous process reviews and pro-actively managed change processes * Handled challenging redundancies with close colleagues as part of the restructure and performance management 1-2-1s with remaining staff, advised on various cost cutting and business streamlining ideas to the Board of Directors.

Processed claims for mis-sold PPI, managing a large caseload, selected to lead a new project to examine historical data and mediate between lenders to conclude dormant cases, successfully revealed £190k+ in offers the company was not aware of.

Led a team of 8-10, setting daily targets with feedback, developing and appraising progress, implementing change and dealing with customer complaints, organising and holding regular meetings to report to management on departmental performance Maintained good working relationships with internal groups to sustain a high-level of service and consistently sought opportunities to improve the quality of service delivered to clients