Business Quality Assurance Manager

• Jan 2023 - Present

Quality Assurance Manager

• Jul 2021 - Jan 2023

• Manage the Quality Assurance Team within Vehicle Finance operations who provide provision of first line quality assurance services across the Vehicle Finance business departments including Collections, New Business Processing, Customer Services, Complaints and Used Vehicle Stocking• Select and quality assess collections and customer services calls and operational processes in line with the QA framework• Ensure collections and customer services calls are monitored and constructive feedback supplied to staff and managers• Conduct thematic quality checking across call centre and operational teams to quality assure service delivery, assess risk, undertake gap and trend analysis• Improve call handling and customer service processes, developing call handling and QA frameworks• Work with stakeholders ensuring quality standards and expectations are met.• Lead and manage call / process calibration meetings• Present QA observations and results to key stakeholders monthly, for areas of focus and improvement.• Undertake oversight of the Quality Assurance team• Highlight suggestions and work closely with the Development Specialists to deliver training to address development areas and deliver performance improvement• Responsible for the key governance documents and updating them as required then communicating changes to relevant stakeholders• Deliver relevant change communications• Responsible for maintenance of all quality assurance material to ensure relevant and up to date• Support the introduction of new products and processes• Support the business to deliver operational process improvements• Support user acceptance testing where required• Accountable for the delivery of an effective first-line risk control testing schedule • Align QA monitoring activities with the Operational Risk Management framework• Manage oversight and administration of the Operational Risk Management activity for the vehicle finance business• Review risk controls and mitigates

Business Manager

• Jan 2020 - Jun 2021

Managed Customer Experience Managers (CEMs) across region to deliver excellent customer service, being there for our customers when they needed us to be. Responsible for the oversight and management of Customer Experience Managers, servicing customers in Telford, Stafford, Stone, Rugeley, Uttoxeter and other surrounding areas both face to face and remotely. Providing excellent coaching-direction and support to the team enabling them to succeed in their daily activities of issuing loans and collecting repayments from their customers Responsible for conducting arrears and forbearance conversations, accept accountability for my CEMs performance and responsible for coaching, guiding and developing each team member to enable them to deliver and meet the requirements of their roles. Resource management. Responsible for providing 52 week cover so that all customers are serviced to the highest standards on the day & time that suits them through my teams dedicated CSM. Conduct regular support visits to team members across region, meet with them weekly, set clear standards and objectives focused on delivering a high quality service and fair outcomes for our customers as well as communicating all relevant Company matters and any changes to procedures.Provide regular Business reviews and coaching sessions to maximise team performance in line with sales targets.Manage under performance, providing enhanced support to individuals in order to help them achieve results in line with their peers. Advocate Business Values and behaviours and ensure all interactions are customer centric and in adherence to regularly standards.Complete regular monitoring on customer call quality, particularly around forbearance and record keeping for Compliance purposes.

Primary Servicing Manager

• Jul 2018 - Jan 2020

Responsible for the oversight and management of Team Leaders, Customer Service Agents and Administration Staff, ensuring both telephone queries and administration tasks reach targets for efficiency and quality whilst ensuring all functions operate smoothly with SLA guidelines Other responsibilities include - Stakeholder Management and building lasting relationships with Clients - Work closely with training team to ensure the ongoing development and smooth delivery of new operational processes and enhancements - Coordinate external visits from clients - Ensure complaints are handled and responded to appropriately and in accordance with compliance and FCA requirements - Provide effective support and motivation to staff and be the first point of contact for queries - Data analysis and providing Senior Leadership team with progress and performance reports and statistics - Continuous process reviews and oversight of the implementation of process improvements - Handling calls and correspondence from clients and customers - Effective risk management and completion of frequent reconciliation to ensure processes meet statutory and regulatory requirements - Authorise outbound payment transactions and process inbound payments - Manage and process customer invoices - Diary Management, including booking meetings, conferences and staff training - Recruitment for new staff members, including writing job advertisements, planning and conducting interviews and complying with HR policies and procedures for staff inductions. Also process appropriate leaver documentation for staff members - Responsible for keeping staff files up to date with all appraisal documentation, absence records and Health and Safety assessments. - Manage multiple external and internal mailboxes ensuring all emails are responded to in a timely manner.

Quality Assurance Manager

• Jan 2018 - Jul 2018

Effectively manage colleagues within The Quality Assurance team, responsible for the completion of operational testing, sampling call quality and processing tasks. Ensuring compliance with the Bank’s instructions, standards and reporting requirements together with all regulatory and statutory requirements, and ensure those are embedded within the operation.Oversee route to competency for all members of staff within business area, utilising resources available to ensure quality checking is completed timely and sign off completed to set deadlines.Provide daily status reports to all key stakeholders, using this information to identify issues, highlight trends and pro-actively find solutions.

Customer Service Manager

• Aug 2002 - Jan 2018

Lead various teams within Lending operations including Sales, Underwriting, Mortgage Processing and Customer services. Responsible for reviewing and processing customer mortgage applications over the telephone, also providing outstanding service to our existing mortgage customers both over the telephone and through correspondence. Also effectively managed a number of internal projects to completion. • Effectively manage work flow by ensuring team capacity reflects our daily demand. Ensure our service levels are maintained by having the right amount of resource available at all times.• Provide monthly 1:1s and regular coaching sessions to maximise team performance, ensuring all individuals have a clear smart action plans tailored to achieve personal development goals.• Build and maintain strong relationships with key stakeholders within LBG and externally.• Support business changes and ensure the effective implementation of change within the business area. Question, challenge and identify ways to make things simpler for customers and colleagues.• Ensure team complies with Policy and adheres to Group conduct risk standards by completing weekly operational testing, sampling call quality and application processing tasks.• Reduce complaint volumes and ensure effective handling of customer complaints. Comply with all policies and procedures. Minimise handoffs and where they do exist ensure they are customer centric.• Manage team morale, and actively promote Colleague Engagement within team and business area. Implement changes and improvement to create a better working environment for colleagues. Be an advocate for Lloyds Banking Group promoting group values and behaviours. Develop personal action plan to achieve improved results.• Provide leadership and support in the development of key governance and guidance, supporting the teams on an ongoing basis.