Experience

ُExploring New Opportunities

• Banking
• 200 - 300 Employee

• Seeking New Oppotunity

  • Mar 2016 - Present



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Service Manager

  • Jan 2014 - Feb 2016

  Successfully delivered across all aspects of the banking scorecard and recognised for moving Customer Satisfaction scores from one the lowest to the highest in the Region in Y1. These were sustained and further improved in Year 2.Increased team performance by 35% by concentrating on improving customers’ financial situation.Regularly coached individual team members to identify and recommend solutions to customers. This resulted in a larger ‘wallet share’ as a wider range of products were taken by customers to fulfil their needs.Consistently recognised as the best performing branch due to the reduction of ‘counter queues’This was in line with the company’s vision to help customers bank ‘smarter’Significantly increased online banking activity, the use of cash and instant deposit machines. This enhanced customer experience and was reflected in the satisfaction scoresDeveloped and engaged team to ensure they were competent in resolving incorrect balance situations and to improve transaction accuracyImplemented a strategy to ‘get things right first time’ for the customer which resulted in the substantial reduction of cash errorsMaintained personal individual customer satisfaction scores as one of the best in the Region for complaint handlers. As a first point of contact for customer complaints, there were no failed customer outcome scores in my two years in this role

• Business Manager

  • Jun 2010 - Jan 2014

  Managed a team of five Business Consultants whose client base consisted of retail customers; conducted performance reviews and recommended salary adjustments based on staff performance Coached the staff members to ensure that conversations were balanced and solutions were provided in line with the required high standardsDelivered a high level of customer service to both existing and new customers whilst ensuring staff members exceeded customer expectations by offering suitable productsEnsured that all Anti-Money Laundering account processes were followed correctly by team membersMaintained a high level of risk management by ensuring colleagues maintained a low risk score. Directed the team to deliver a risk framework to meet Customer Treatment Standards and deliver the right outcomes to comply with FCA rules. Directed the team to deliver a risk framework to meet Customer Treatment Standards and deliver the right outcomes to comply with FCA rules Provided regular coaching, ‘one to ones’ and balance scorecard reviews, and discussed performance against KPIs to develop colleague skills and build capabilityProfessionally handled customer complaints in line with the Groups Complaints Handling Policy . For each case, the root cause was reviewed, resolved or escalated as appropriate

• Business Manager

  • Apr 2008 - Jun 2010