Rochelle Ackerman
Customer Solutions Manager at Saffron Building Society- Claim this Profile
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English -
Topline Score
Bio
Credentials
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ILM
Leadership Management InternationalFeb, 2015- Nov, 2024
Experience
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Saffron Building Society
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United Kingdom
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Financial Services
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100 - 200 Employee
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Customer Solutions Manager
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Mar 2020 - Present
Following a business restructure the Payments Operations and Contact Centre merged. The purpose of the team what to have a centralised function that focused on all areas of maintaining customer solutions and delivering on service. I took this opportunity to understand our more digital customer service channel and identify gaps in our processes, expanding customer journeys by offering more operational processing via telephone, webchat and online functionality. Working closely with Financial Crime and Compliance to mitigate controls and prevent fraud. I implemented structure within the team delegating clear focuses on workstreams and targets enabling them to achieve results. I have a list of process ownership and delegated authorities that covers specialised processing and payment areas.Contact Centre focus-• Focusing on delivering excellent customer service via telephone and other digital communication channels whilst maintaining compliance on long distance contracts.• Manage the flow of work across the team and maintain awareness of individual and overall team workloads, strive to exceed SLA's, enquiries are resolved at first point of contact.• Accountable for supporting team members with complex cases, identifying, and addressing training & development needs.• Responsible for performing regular Quality Assurance on the end to end processes and documenting the results, with metrics agreed within own goals.• Take full responsibility for any complaints arising from team members actions. Provide constructive feedback & development to individuals as necessary.• Responsible for identifying any potential or actual customer vulnerability throughout interactions (directly or indirectly) with customers and applying appropriate safeguarding to avoid potential harm, in accordance with the Society’s Vulnerable Customer Policy and Procedures Show less
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Payment and branch manager
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Aug 2019 - Mar 2022
Alongside Payment Operations, I took on management of 2 retail branches with the focus of improving staff and branch performance to deliver results. In this short period, I succeeded in turning the branch performance around resulting in a team that were able to deliver on excellent customer service and meet targets set. I built a relationships with all staff where I gained respect and they trusted my judgement with any changes, resulting in team morale excelling. In this role I gained experience in a customer facing role, identifying gaps between back office operations and implementing process changes that delivered consistency across customer journeys. I was taken out of branches early due to Covid and pregnancy. Show less
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Payments operations manager
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Oct 2018 - Jul 2019
Manager of the Payments Operation and Technical Support team, taking full responsibility for the day-to-day duties of all operational payment processing and project support. Providing input into requirements and ensuring suitable preparations are in place for system and regulatory change across the business. Working with key stakeholders and departments around the business to achieve goals set out. Identifying gaps in customer journeys across Savings and reviewing process improvements whilst maintaining robust controls that mitigate risks. Working with key stakeholders to ensure processes are fit for purpose without impacting other areas of the business and achieving sign off from our Risk and Compliance teams.• Management and oversight for all operational transactions per annum that the society undertakes each year on all payment methods• Authoriser of outbound chaps and mortgage completions• Taking ownership of payment and system issues from beginning to end, working with Finance, IT and Barclays to troubleshoot and resolve issues in a systematic and timely fashion• Supporting process improvement to achieve efficient and consistent processing across all operations teams• Managing the implementation of payment regulatory changes into operations & update of processes• Inputting all business requirements for payments and savings to ensure delivery within regulatory or project deadlines.• Managing system defects and working with the IT team to identify solutions• Supporting change cycles by providing resource to system testing, reporting any defects identified• Providing sign off on project ‘Terms of reference’ pack, testing evidence and proposed workarounds where required • Continually reviewing business controls for operational processes to mitigate any gaps or risks. • Supporting new product requirements and build• Completing external audits with PWC/Deloitte/BDO• Ensuring compliance and quality assurance within the team managing personal developement Show less
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Savings Operations Manager
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Dec 2015 - Oct 2018
To manage the Savings Operations team to ensure SLA's are met, regulations are adhered to, and processes follow policies and procedures. To regularly communicate with executives to provide MI and operational updates. Attend varied meetings to provide input on requirements, impact and updates on behalf of savings operations. Throughout this period I was a key stakeholder for savings in the business readiness and implementation of a new system savings and mortgage system. I prepared through identifying key risks and proposing solutions to mitigate any issues during the onboarding stage. I supported any fixes post go live to ensure minimal customer detriment and breaches.-Ensure robust customer focused policies & procedures-Responsible for providing savings SME support-Management of data quality maintained by the team-Complete monthly team reviews, yearly appraisals and discuss development plans-Provide requirements for recruitment and process interviews with candidates -Plan, implement, update P&P and manage regulatory changes to ensure current compliance with current practices and readiness for future practices.-Manage staff availability to maintain BAU and support internal projects-Complete ad-hoc sign-off decisions outside of P&P to facilitate customer service-Review and Implement controls to minimise risk within BAU processes-Management of provision of requirements to projects-Manage testing and processing production critical process- i.e. Year end and Fiscal to ensure system roll over accordingly Show less
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Operations Supervisor
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May 2015 - Dec 2015
ILM qualified and Responsible for the savings operations team. Ensuring all policy and procedures, regulations and targets are met on a daily, weekly and monthly basis. • Key individual with access to SBS online banking accounts via Barclays• Responsible for training & development of staff• Build first class relationship with key business areas• Excellence in customer communications• Organisation & prioritisation of workload• Ownership of department and branch network reporting• Compliant with financial regulations• Consistent personal success in achievement of team and society targetsCompleted an ILM Level 3 courseCommunicating with higher management and providing weekly updates.Leading individual one to ones and appraisals.Managing the teams holiday, sick pay and overtimeresponsible for the team recruitment Show less
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Investment Officer
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Apr 2012 - Apr 2015
Responsible for the investment administration, providing investment processing for the branch network and contact centre. Working to ensure all policy and procedures are met, accurately maintaining accounts and funds movement.• Successful daily management of ‘suspense account’• Key individual with access to SBS online banking accounts via Barclays• Reconciliation• Supporting other business areas with processing and queries• Excellence in customer communications• Organisation & prioritisation of workload• Compliant with regulations• Attended a 2 day Mary Gober training course Show less
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Education
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freman college
Community
