Experience

Appello UK

• United Kingdom
• Appliances, Electrical, and Electronics Manufacturing
• 100 - 200 Employee

• Centre Manager - Appello

  • Nov 2012 - Present



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• HSBC Mortgage Distribution Manager, Retail Leadership Team

  • May 2009 - Sep 2012

  Providing Mortgage Distribution Leadership to the Retail, Direct and Premier & Financial Planning businesses and acting as Head Office liaison between product design and distribution. Supporting the business in achieving AOP on Mortgage value and associated cross sales volumes. Development & Implementation of Road Shows for Business – Approx 1,100 fte nationwide. Design and implement centrally constructed campaigns to support achievement of AOP. Build and maintain… Show more Providing Mortgage Distribution Leadership to the Retail, Direct and Premier & Financial Planning businesses and acting as Head Office liaison between product design and distribution. Supporting the business in achieving AOP on Mortgage value and associated cross sales volumes. Development & Implementation of Road Shows for Business – Approx 1,100 fte nationwide. Design and implement centrally constructed campaigns to support achievement of AOP. Build and maintain effective relationships with key internal & external stakeholders. Supporting the business 2009 through 2012 and increased HSBC market share by 6% in a contracting market.

• Centre Manager

  • May 2008 - May 2009

  Day to day responsibility for 1st and 2nd Tier pre and post sale servicing operation of 300 fte call centre. The centre utilises both inbound, outbound & web enabled contact channels and services and sales within; Home Buying, Banking, Life, Pensions, PFIA and Investments. Planning and implementation of strategy and achievement of operating plan. Targeted on income generation/sales, quality and improvement of customer satisfaction scores in addition to improving site… Show more Day to day responsibility for 1st and 2nd Tier pre and post sale servicing operation of 300 fte call centre. The centre utilises both inbound, outbound & web enabled contact channels and services and sales within; Home Buying, Banking, Life, Pensions, PFIA and Investments. Planning and implementation of strategy and achievement of operating plan. Targeted on income generation/sales, quality and improvement of customer satisfaction scores in addition to improving site engagement. Responsible for regular internal audit of business integrity.

• Team Manager - Call Centre

  • May 2006 - May 2008

  Delivery of outstanding outbound / inbound sales call centre management to HSBC money, banking and premium customer segment’s in relation to a range of retail banking, regulated mortgages and wealth protection products for 50 fte. Achievement of key performance indicators, service level agreements, and quality and quantitative sales measures. Fundamental understanding of retail business operations including performance analysis and management, resourcing, FSA regulatory framework… Show more Delivery of outstanding outbound / inbound sales call centre management to HSBC money, banking and premium customer segment’s in relation to a range of retail banking, regulated mortgages and wealth protection products for 50 fte. Achievement of key performance indicators, service level agreements, and quality and quantitative sales measures. Fundamental understanding of retail business operations including performance analysis and management, resourcing, FSA regulatory framework and compliance control. Manage personnel in line with attrition and attendance ratios and span of control