Manager CV

Belfast, Co. Antrim


  • Manager

    Shared Service Centre



    Personal Details
    Telephone Number:   View Contact Details
    City:   Belfast
    County:   Co. Antrim
    Desired job title:   Manager
    Location:   Belfast Co. Antrim
    Added On:   about 10 months ago

    Internal

    More...

    Industries

    Banking Education HR Senior Management customer-service

    Job Titles

    Broker Technician Deputy Headteacher Learning Development Advisor Senior Management Manager Senior Associate coordinator Team Leader Team Manager

    Skills

    Team Management Complaint Handling Spreadsheets Process Improvement people management and support Member of the Continuous Improvement Forum Staff Appraisals development of knowledge and capability Provide team management HR Policies and Procedures Staff Management Customer Service Disciplinary temporary work activity support time support

    Qualifications

    higher (c) Maths GCSE Maths Btec National Business and Finance

    Employment History

    Manager

    2019 - Present

    Connected Health ------- * Managing and further developing the Connected Health vision for exemplar care and ensuring a core functionality for rostering, co-ordination, client management and a range of developing functions. * Representing client and coordinator viewpoints on the Senior Management Team, deliver feedback around client interaction. * Manage a team of Operations Coordinators and the day to day running of the business * Responsible for driving the growth of the business, identifying new areas to expand * Gather statistics and compile reports for Senior Management * Carryout audits and spot checks of each geographic area * Maintain client reviews and daily call logs * Overseeing hospital admissions and discharges * Look after the new starter and feedback spreadsheets * Providing regular feedback on performance based on feedback from across the business and from clients Employment History


    Client Services Manager

    2019 - 2019

    CD Fairfield Capital ------- * Representing client viewpoints on the Senior Management Team, deliver feedback around client interaction. * Managing, developing and motivating Client Services with the view of optimisation and growth of department. * Deliver strategies that will enhance the relationship between Cd Fairfield and its clients * Deliver and develop training to the rest of the staff team around client requirements and expectations. * Ensuring issues are identified proactively and thus reducing stress on clients and the need to raise issues. * Giving feedback to clients in relation to the progress of the overall process, and overall Client Services. * Dealing with service complaints/concerns should they arise * Responsible for ensuring all policies are followed by each team member across Client Services * Manage and maintain communications across all areas of business * Understanding performance KPIs for each individual, setting specific goals and targets on an individual and team basis to achieve these. * Being responsible for employing our operational methodologies, ensuring teams are equipped to successfully meet their own personal as well as combined objectives. * Working with other Managers and Directors and engaging with individuals across the team to identify and support process improvement, staff engagement and consistency. * Identifying specific training needs and implement bespoke training so these needs are addressed and performance is enhanced. * Providing regular feedback on performance based on feedback from a broad range of stakeholders, making sure to recognise strong and improved performance. * Providing advice and guidance across the department regarding processes, people management and support. * Escalating high risk connections to our clients


    Senior Associate

    2018 -

    * Managing teams with a broad range of work for clients, including Financial Crime, Compliance Operations, Managed Legal Services, Redress and Remediation, and Complaints handling. * Understanding performance KPIs for each individual, setting specific goals and targets on an individual and team basis to achieve these. * Being responsible for employing our operational methodologies, ensuring teams are equipped to successfully meet their own personal as well as combined objectives. * Working with other Managers and Senior Associates and engaging with individuals across the broader team to identify and support process improvement, staff engagement and consistency. * Engaging with client teams (for example Business Teams and Middle Offices), as well as customers of our clients. * Identifying specific training needs / learning gaps and work with our training team to implement bespoke training quickly so that these needs are addressed and performance is enhanced. * Providing regular feedback on performance based on feedback from a broad range of stakeholders, making sure to recognise strong and improved performance. * Providing advice and guidance across the department regarding processes, people management and support. * Escalating high risk connections to our clients


    Team Manager

    2014 - 2018

    * Ensuring that the work required in my area of responsibility is effectively planned and fairly allocated to individuals, monitoring the progress and quality of the work of individuals to ensure that the required standard of performance is being met. * Providing direction to team members, motivating, coaching and supporting them to achieve team and individual objectives and to play an active role in the appraisal process. * Providing learning opportunities for the team by identifying learning needs, helping to provide opportunities to address these needs and encouraging team members to take responsibility for their own learning. * Supporting all team members through monitoring and feedback of team members work in order to maximise quality of work and development of knowledge and capability * Developing team members, by effective delegation and coaching, undertaking identified activities within my area of responsibility, taking a fair and objective approach to ensure that the individuals with the required skills, knowledge and understanding and who are likely to perform effectively are selected * Provide team management in line with company HR practices to address personal issues and individual performance * Take responsibility for own learning and development, keeping up-to-date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities * Maintain accurate and complete records relating to training, performance, competence and personal development plans for all team members (including individual T&C and HR files) * Adhere to HR policies and procedures to provide a fair and consistent approach to managing staff and, where necessary, conduct counselling and disciplinary hearings. * Achieving the attrition, absence and adherence targets * Ensuring accurate payroll management and minimising administration errors and overpayments * Supporting whe


    Collections /Workflow Manager

    2010 - 2014

    * Provide development and performance coaching and management for my team * Part of Management License, in line with succession planning. * Designated manager for Health and Safety for Collection Operations Edinburgh- Responsible for health and safety management, planning and co-ordination for the department. * Managing interval performance within the Late Arrears Team * Manage flexing resource between Collections Operations Edinburgh, and all other areas of the business * Provide performance updates for Managers/Senior managers as regards performance * Ensure that standards of performance and behaviour are upheld within the department * C.I. representative for the department * Responsible for performance management and coaching within the late Stage department * Stand in manager/ management support for the department when required * Member of the Continuous Improvement Forum * Culture champion for the department, embedding our values within the department * Manage the Star Award process within the department * Provide ``Live it'' dialogue coaching sessions within the department/team * Lead morning huddles/shouts * Cascade buzz sessions throughout the department * Currently co-ordinating Senior managers coaching days with Team managers * Facilitate, co-ordinate and manage Senior Manager performance presentations across the department * Provide Lean support for the team and department. * Accountable for the Complaints process within my team * Accountable for authorising amendments within my team * Managing improvement of workflow team as part of Continuous Improvement * Answering calls professionally and provided customers with advice in relation to their finance agreement arrears. * Worked as part of a team assisting customers with account queries * Utilised negotiation skills for recovery of outstanding payments with customers by identifying the reason for the overdue payment * Resolved c


    Intraday Analyst

    2007 - 2010

    * Liaising with the resource planning team to provide a working resource model to enable delivery on ``on the day'' performance. * Forecasting relevant agent behaviour in the live week in terms of actual absence levels and KPI performance. * Highlighting and managing factors affecting operational performance in real time focusing on schedule adherence and call performance * Discussing, understand and suggesting different routing strategies and the changing of skills priorities. * Managing and maintain agent holiday provision on both a long term and short term basis * Managing lateness and adherence to improve performance. * Providing feedback to team managers and agents as regards adherence, and the impact on productivity and efficiency. * Liaising with the team Management community as regards improvements, resourcing impacts, and behavioural issues affecting the Contact Centre and the Collections Operation. * Ensuring that we are utilising an effective flexible resource model, to ensure all targets are met. * Provide timely solutions to internal/external factors affecting contact centre workloads, mitigating impact on available resource * Accountable for the key Daily, Weekly & Monthly Performance indicators to support continuous improvement within the Contact Centre


    Manager

    2005 - 2007

    * Stepped in to managing a number of teams of Collection Advisors in a busy fast Contact Centre, responsible for the monitoring, coaching, motivation and performance of each team member. This included analysing performance statistics, working to achieve agreed Collection key performance targets. * Worked effectively as part of the Team Leader group within the Collections Department to ensure overall departmental objectives were met. Liaise on a daily basis to ensure resources allocated effectively across the department to meet service levels * Involved in the recruitment and selection of new staff * Provided regular feedback on performance to individuals and the team, to ensure that training and personal development needs are identified and followed with Personal development Plans * Hosted buzz sessions for the Team and throughout the Contact Centre * Lead team and managers huddles to ensure effectiveness or our Collections department. * One of 5 Communications Champions for the company, ensuring that we were being consistent with our approach throughout all departments, sites, and within LTSB. * Worked and communicated with other departments to improve our processes, and cascaded information learned to the Contact Centre teams and agents. * Dealt with complaint calls and manager escalations * Ensured each agent was compliant with company guidelines and government legislation.


    Collections Advisor

    2004 - 2005

    * Answering calls professionally and provided customers with advice in relation to their finance agreement arrears. * Worked as part of a team assisting customers with account queries * Utilised negotiation skills for recovery of outstanding payments with customers by identifying the reason for the overdue payment * Resolved customer queries at first point of contact, Influencing and negotiating with customers to ensure a satisfactory outcome for both the company and the customer * Input accurate and relevant information into the Collections System for processing cases * Liaising with other departments regarding the customer agreements. * Liaising with Collections agencies and Debt management agencies to secure payments, and for updates on customer circumstances * Undertook a wide spectrum of administration tasks as and when they were required. * Worked outstanding mail from customers, Debt Management agencies, and 3rd parties. * Outbound calling to customers manually, and via outbound dialler system.


    Admin Officer

    2003 - 2004

    Severn Trente/Scottish Water ------- * Worked with a consultancy within Scottish water to improve Collections procedures * Identified issues, procedure improvements, and liaised with Head Office as regards * Worked within collections department collecting Company Liquidation debts. * Helped the consultancy make recommendations to Scottish water in relation to collecting outstanding debts, while assisting in their debt collection process.


    Senior Inbound operator

    2001 - 2003

    * Developed and utilised telephone skills in a pressurised business environment * Dealt with customer enquiries on a large number of campaigns * Worked on a number of inbound/Customer service lines within call centre environment


    1996 - 2001

    * Worked within the entertainment field, using customer service knowledge and experience to create and manage a large client base. * Managed advertising and marketing for our clients * Assisted with negotiating prices and fees for many clients.


    Customer Complaints Advisor

    1994 - 1996

    * Worked as part of a team to ensure complaints within the hotel were dealt with efficiently and effectively * Dealt with queries from the general public. * Gave feedback to management on customer issues to ensure improvements of services.


    Education History

    1994 - 1995

    Education Title: Btec National

    Major: Business and Finance


    1987 - 1994

    Education Title: GCSE

    Major: Maths

    Description: termediate (c) Maths higher (c) Accounts (c) French (c) English (c) Additional Achievements: * Lean Operations Excellence basics course accreditation. * Proctor Management Messages Course (Management and coaching) * Workforce Management Tool training * Straight talking course-using language, sentence structure and communication to build relationships/rapport. * Negotiations training * In-house management training * Lloyds Banking Group Management License


    Employer Reference



    Personality Assessment data not available!


    Manager CV Profile

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    Northern Ireland

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    Employment History:

    Connected Health

    November 2019- January 2020

    Shared Service Centre Manager

                    Managing and further developing the Connected Health vision for exemplar care and ensuring a core functionality for rostering, co-ordination, client management and a range of developing functions.

                    Representing client and coordinator viewpoints on the Senior Management Team, deliver feedback around client interaction.  

                    Manage a team of Operations Coordinators and the day to day running of the business

                    Responsible for driving the growth of the business, identifying new areas to expand

                    Gather statistics and compile reports for Senior Management

                    Carryout audits and spot checks of each geographic area

                    Maintain client reviews and daily call logs

                    Overseeing hospital admissions and discharges

                    Look after the new starter and feedback spreadsheets

                    Providing regular feedback on performance based on feedback from across the business and from clients

     

     

     

    Employment History:

    CD Fairfield Capital

    July 2019-September 2019

    Client Services Manager

                    Representing client viewpoints on the Senior Management Team, deliver feedback around client interaction.  

                    Managing, developing and motivating Client Services with the view of optimisation and growth of department.  

                    Deliver strategies that will enhance the relationship between Cd Fairfield and its clients  

                    Deliver and develop training to the rest of the staff team around client requirements and expectations.

                    Ensuring issues are identified proactively and thus reducing stress on clients and the need to raise issues.  

                    Giving feedback to clients in relation to the progress of the overall process, and overall Client Services.  

                    Dealing with service complaints/concerns should they arise

                    Responsible for ensuring all policies are followed by each team member across Client Services

                    Manage and maintain communications across all areas of business

                    Understanding performance KPIs for each individual, setting specific goals and targets on an individual and team basis to achieve these.

                    Being responsible for employing our operational methodologies, ensuring teams are equipped to successfully meet their own personal as well as combined objectives.

                    Working with other Managers and Directors and engaging with individuals across the team to identify and support process improvement, staff engagement and consistency.

                    Identifying specific training needs and implement bespoke training so these needs are addressed and performance is enhanced.

                    Providing regular feedback on performance based on feedback from a broad range of stakeholders, making sure to recognise strong and improved performance.

                    Providing advice and guidance across the department regarding processes, people management and support.

                    Escalating high risk connections to our clients

     

     

     

     

     

     

     

    Employment History:

    Pricewaterhouse Cooper (PwC)

    January 2018-Present

    Senior Associate

                    Managing teams with a broad range of work for clients, including Financial Crime, Compliance Operations, Managed Legal Services, Redress and Remediation, and Complaints handling.

                    Understanding performance KPIs for each individual, setting specific goals and targets on an individual and team basis to achieve these.

                    Being responsible for employing our operational methodologies, ensuring teams are equipped to successfully meet their own personal as well as combined objectives.

                    Working with other Managers and Senior Associates and engaging with individuals across the broader team to identify and support process improvement, staff engagement and consistency.

                    Engaging with client teams (for example Business Teams and Middle Offices), as well as customers of our clients.

                    Identifying specific training needs / learning gaps and work with our training team to implement bespoke training quickly so that these needs are addressed and performance is enhanced.

                    Providing regular feedback on performance based on feedback from a broad range of stakeholders, making sure to recognise strong and improved performance.

                    Providing advice and guidance across the department regarding processes, people management and support.

                    Escalating high risk connections to our clients

     

     

     

    Capita PLC

                                         October 2014-January 2018

    Team Manager/Team Leader

                    Ensuring that the work required in my area of responsibility is effectively planned and fairly allocated to individuals, monitoring the progress and quality of the work of individuals to ensure that the required standard of performance is being met.

                    Providing direction to team members, motivating, coaching and supporting them to achieve team and individual objectives and to play an active role in the appraisal process.

                    Providing learning opportunities for the team by identifying learning needs, helping to provide opportunities to address these needs and encouraging team members to take responsibility for their own learning.

                    Supporting all team members through monitoring and feedback of team members work in order to maximise quality of work and development of knowledge and capability

                    Developing team members, by effective delegation and coaching, undertaking identified activities within my area of responsibility, taking a fair and objective approach to ensure that the individuals with the required skills, knowledge and understanding and who are likely to perform effectively are selected

                    Provide team management in line with company HR practices to address personal issues and individual performance

                    Take responsibility for own learning and development, keeping up-to-date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities

                    Maintain accurate and complete records relating to training, performance, competence and personal development plans for all team members (including individual T&C and HR files)

                    Adhere to HR policies and procedures to provide a fair and consistent approach to managing staff and, where necessary, conduct counselling and disciplinary hearings.

                    Achieving the attrition, absence and adherence targets

                    Ensuring accurate payroll management and minimising administration errors and overpayments

                    Supporting where required with the Recruitment and L&D team to define specific recruitment and training needs

                    Provide daily feedback on performance and general information cascade to team and conduct agreed levels of team 121s, meetings and company communication sessions

                    Instil Capita and client specific cultural values and behaviours

                    Ensure delivery of Client KPIs within your team including:
    Managing day to day service levels, customer experience, quality measures and compliance measures

                    The continuous identification and implementation of operational best practice through interaction with the wider Capita team

                    Conduct agreed performance scorecard reviews and performance review sessions for team members providing feedback on performance and associated development plans.

                    Ensure team members follow required Company guidelines e.g. (Health and Safety)
    Measures and targets to be agreed by TL/OM for each specific unit

                    Provide real-time support to customer service advisors for queries and problems including temporary work activity support.

                    Ensuring all appropriate compliance requirements are met

     

     

     

     

    Lloyds Banking Group

    January 2010-October 2014

    Late Arrears Collections /Workflow Manager

     

                    Provide development and performance coaching and management for my team

                    Part of Management License, in line with succession planning.

                    Designated manager for Health and Safety for Collection Operations Edinburgh- Responsible for health and safety management, planning and co-ordination for the department.

                    Managing interval performance within the Late Arrears Team

                    Manage flexing resource between Collections Operations Edinburgh, and all other areas of the business

                    Provide performance updates for Managers/Senior managers as regards performance

                    Ensure that standards of performance and behaviour are upheld within the department

                    C.I. representative for the department

                    Responsible for performance management and coaching within the late Stage department

                    Stand in manager/ management support for the department when required

                    Member of the Continuous Improvement Forum

                    Culture champion for the department, embedding our values within the department

                    Manage the Star Award process within the department

                    Provide “Live it” dialogue coaching sessions within the department/team

                    Lead morning huddles/shouts

                    Cascade buzz sessions throughout the department

                    Currently co-ordinating Senior managers coaching days with Team managers

                    Facilitate, co-ordinate and manage Senior Manager performance presentations across the department

                    Provide Lean support for the team and department.

                    Accountable for the Complaints process within my team

                    Accountable for authorising amendments within my team

                    Managing improvement of workflow team as part of Continuous Improvement

                    Answering calls professionally and provided customers with advice in relation to their finance agreement arrears.

                    Worked as part of a team assisting customers with account queries

                    Utilised negotiation skills for recovery of outstanding payments with customers by identifying the reason for the overdue payment

                    Resolved customer queries at first point of contact, Influencing and negotiating with customers to ensure a satisfactory outcome for both the company and the customer

                    Input accurate and relevant information into the Collections System for processing cases

                    Liaising with other departments regarding the customer agreements.

                    Liaising with Collections agencies and Debt management agencies to secure payments, and for updates on customer circumstances

                    Undertook a wide spectrum of administration tasks as and when they were required.

     

     

     

     

     

     

     

     

     

    Lloyds TSB Asset Finance

    August 2007 – January 2010

    Intraday Analyst

     

     

                    Liaising with the resource planning team to provide a working resource model to enable delivery on “on the day” performance.

                    Forecasting relevant agent behaviour in the live week in terms of actual absence levels and KPI performance.

                    Highlighting and managing factors affecting operational performance in real time focusing on schedule adherence and call performance

                    Discussing, understand and suggesting different routing strategies and the changing of skills priorities.

                    Managing and maintain agent holiday provision on both a long term and short term basis

                    Managing lateness and adherence to improve performance.

                    Providing feedback to team managers and agents as regards adherence, and the impact on productivity and efficiency.

                    Liaising with the team Management community as regards improvements, resourcing impacts, and behavioural issues affecting the Contact Centre and the Collections Operation.

                    Ensuring that we are utilising an effective flexible resource model, to ensure all targets are met.

                    Provide timely solutions to internal/external factors affecting contact centre workloads,        mitigating impact on available resource

                    Accountable for the key Daily, Weekly & Monthly Performance indicators to support continuous improvement within the Contact Centre

     

     

     

     

     

     

    Lloyds TSB Asset Finance

    October  2005 – August 2007

    Trainee Manager /Team coach

     

                    Stepped in to managing a number of teams of Collection Advisors in a busy fast Contact Centre, responsible for the monitoring, coaching, motivation and performance of each team member. This included analysing performance statistics, working to achieve agreed Collection key performance targets.

                    Worked effectively as part of the Team Leader group within the Collections Department to ensure overall departmental objectives were met. Liaise on a daily basis to ensure resources allocated effectively across the department to meet service levels

                    Involved in the recruitment and selection of new staff

                    Provided regular feedback on performance to individuals and the team, to ensure that training and personal development needs are identified and followed with Personal development Plans

                    Hosted buzz sessions for the Team and throughout the Contact Centre

                    Lead team and managers huddles to ensure effectiveness or our Collections department.

                    One of 5 Communications Champions for the company, ensuring that we were being consistent with our approach throughout all departments, sites, and within LTSB.

                    Worked and communicated with other departments to improve our processes, and cascaded information learned to the Contact Centre teams and agents.

                    Dealt with complaint calls and manager escalations

                    Ensured each agent was compliant with company guidelines and government legislation.

     

     

     

     

     

     

    Lloyds TSB Asset Finance

    September 2004 – October 2005

    Collections Advisor

     

                    Answering calls professionally and provided customers with advice in relation to their finance agreement arrears.

                    Worked as part of a team assisting customers with account queries

                    Utilised negotiation skills for recovery of outstanding payments with customers by identifying the reason for the overdue payment

                    Resolved customer queries at first point of contact, Influencing and negotiating with customers to ensure a satisfactory outcome for both the company and the customer

                    Input accurate and relevant information into the Collections System for processing cases

                    Liaising with other departments regarding the customer agreements.

                    Liaising with Collections agencies and Debt management agencies to secure payments, and for updates on customer circumstances

                    Undertook a wide spectrum of administration tasks as and when they were required.

                    Worked outstanding mail from customers, Debt Management agencies, and 3rd parties.

                    Outbound calling to customers manually, and via outbound dialler system.

     

     

     

     

     

     

     

     

     

     

     

    Severn Trente/Scottish Water

    August  2003 – September  2004

    Admin Officer

     

                    Worked with a consultancy within Scottish water to improve Collections procedures

                    Identified issues, procedure improvements, and liaised with Head Office as regards

                    Worked within collections department collecting Company Liquidation debts.

                    Helped the consultancy make recommendations to Scottish water in relation to collecting outstanding debts, while assisting in their debt collection process.

     

    MM group Limited

    June 2001 – August 2003

    Senior Inbound operator

                    Developed and utilised telephone skills in a pressurised business environment

                    Dealt with customer enquiries on a large number of campaigns

                    Worked on a number of inbound/Customer service lines within call centre environment

     

    Lucinda Brown Promotions

    January 1996 – June 2001

     

                    Worked within the entertainment field, using customer service knowledge and experience to create and manage a large client base.

                    Managed advertising and marketing for our clients

                    Assisted with negotiating prices and fees for many clients.

     

     

     

     

     

     

    Brooke Cottage Hotel, Newcastle

    September 1994 – December 1996 2004

    Customer Complaints Advisor/Supervisor

     

                    Worked as part of a team to ensure complaints within the hotel were dealt with efficiently and effectively

                    Dealt with queries from the general public.

                    Gave feedback to management on customer issues to ensure improvements of services.

     

     

     

     

     

     

    Education:

     

    1994-1995                Btec National- Business and Finance Accreditation

     

    1987 - 1994                GCSEs: Maths intermediate (c) Maths higher (c) Accounts (c) French (c) English (c)

     

     

    Additional Achievements:

     

                    Lean Operations Excellence basics course accreditation.

                    Proctor Management Messages Course (Management and coaching)

                    Workforce Management Tool training

                    Straight talking course-using language, sentence structure and communication to build relationships/rapport.

                    Negotiations training

                    In-house management training

                    Lloyds Banking Group Management License

     

     

     

    References: Available on request

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