Team Manager

CURRICULUM VITAE For TIM ENGLISH

Personal Details

Name Timothy Mark English

Address ** ******* *****

St Mellons

Cardiff

South Glamorgan

CF3 ONH

Tel (Home) 029********

(Mobile) 075********

Email ***.*******@*******.**.** (Home)

Nationality British

Full Current driving licence held

Profile

An exceptionally hard working and focused team player, although, equally happy working alone. Enjoying exceeding targets, both in Quality and productivity. Always looking for ways to do things better

Employment History

Apr 2015 - May 2016

Team Manager

Yorkshire & Clydesdale Bank - Huntswood

Huntswood Head Office - Reading

Managing 12 Complaint Consultants.

Managing distribution, and monitoring of workflow to Consultants.

Maintaining Daily Attendance spreadsheet.(Including sickness and Holidays)

Lean Performance Management.

Quality Assurance checking of Individual Team members

Setting of individual targets.

Managing Quality and performance output of the team.

Jan 2015 - Feb 2015

Team Manager

Barclaycard - Huntswood

Working on an estimated 2 month remediation project. (successfully concluded)

June 2014 - Dec 2014

Regulated Complaints Co-ordinator / reviewer

Principality Building Society - Huntswood

Cardiff.

Mortgages and Credit Suisse Investment Packaged Products review

Mortgage and Investment complaint review and redress.

Calling customers to ascertain full complaint details.

Investigating complaint points using information from the branch staff and Society's systems and the customers themselves.

Producing bespoke response letters to customers and CMCs either upholding of refuting complaints.

Liaising with Ombudsman as and when required to do so.

Maintaining and supplying daily MI for senior Management.

Jan 2013 - June 2014

Complaints Team Manager

Santander Bank - Grovelands

Milton Keynes

Managing 19 Complaint Handlers.

Distribution and monitoring of workflow to maintain agreed SLA's

Carrying out 1:1 and performance monitoring.

Monitoring Individual Consultants productivity and error rates using various spreadsheets.

Coaching and development of Individuals (where required)

Managing sickness and absence.

November 2012 - Dec 2012 - Complaints Redress Team Manager

Ulster Bank - Capita Hartshead - (RBS)

Aztec West, Bristol

Managing 12 Complaint Redress Handlers.

Distribution and monitoring of workflow.

Carrying out 1:1 and performance monitoring.

Personal redress limit of £2500.

Monitoring Individual Consultants productivity and error rates using various spreadsheets.

Coaching and development of Individuals and the team as a whole.

October 2012 - November 2012- QA Team Associate - Ulster Bank (Capita Hartshead)

(Royal Bank Scotland)

Aztec West

Bristol.

Monitoring Quality of Ulster Bank complaint Redress Handlers.

Feeding Back errors to individuals and teams.

Coaching of team members.

Ensuring all teams are competent in their roles at all times.

Logging of individuals Quality against preset targets.

August 2011 - Sept 2012 - PPI Complaints Team Manager (Huntswood)

Lloyds TSB

Tredegar Park - Newport

Managing 20 PPI Complaint Consultants.

Managing distribution, and monitoring of workflow to Consultants.

Maintaining Daily Attendance spreadsheet.(Including sickness and Holidays)

Lean Performance Management.

Quality Assurance checking of Individual Team members

Setting of individual targets.

Managing Quality and performance output of the team.

Direct Liaison with Clients.

Breach analysis and reporting to client.

Nov 2008 - April 2011

Bar Owner & Manager

Jaspers Bar

Plaza Ole

Benalmadena Costa

Costa Del Sol

29630

Spain

28/06/99 - Nov 2008 - Sales Quality Team Manager (Full FPC & CeMAP Held)

Legal & General Assurance Society Ltd

Sales Quality Unit

6th Floor, Brunel House

Fitzalan Place

Cardiff - CF2 0TL

Managing the day to day activities of 15 Compliance and Quality Consultants with tasks comprising the following:

Analysis of Mortgage, Protection, Investment and Pension Business submitted to the Unit for correct advice and compliance with FSA Regulation and Legal & Generals policies prior to acceptance and issue of clients policy.

Departmental work flow distribution and allocation.

Responsible for Sales Quality Unit complaints and resolutions.

Daily Central point of liaison for Compliance Policy, Business Standards, Business Partnerships and all other Sales Areas.

Monitoring Individual Consultants productivity and error rates using the advanced Workflow Distribution System (AWD).

Co-ordination of training to both individuals and the Unit as and when required covering areas such as Mortgage. Investment, protection and Pensions licences.

Liaison with senior management and Directors from both New Business Dept and Sales force monitoring and highlighting any concerns with the quality of sales submitted to the Unit supported with suggested remedial action.

Responsible for all SLA's and reporting status once discussed and agreed with external parties ensuring they were met on an ongoing basis.

Production of processes and procedures in line with the business and FCA guidance.

Raising issues with Business Standards and Compliance Policy with regards to trends within the Salesforce.

Communication of regulatory change to the Sales Managers which involved site visits to sales team meetings on a regular basis.

Working with the salesforce to promote good compliance and practices regarding TCF.

Review and Audit of other business areas within Legal &General.

04/01/99-21/06/99 - Financial Consultant

Pearl Assurance Plc

Capital Towers

Greyfriars Road

Cardiff.

CF1 3JN

Selling General Business to clients in own homes. Motor, Buildings, Contents, Travel and Health Insurance

01/05/97-25/12/98- Financial Consultant

Sun Life of Canada

3, Castleton Court

Fortran Road

St Mellons, Cardiff.

CF3 OLT

Advising and selling, Protection, Pension, Mortgage & Investment products.

13/11/96-01/05/97

Unemployed

Educational Qualifications

Last School attended - Caerleon Comprehensive School

Mathematics - `O` Level - Grade C

English - `O` Level - Grade C

Physics - `O` Level - Grade B

Royal Air Force College of Technical Training- R. A. F. Halton

Electrical (Aircraft Mechanics) Course. - (June 79 - Nov 79)

Aircraft Electrical/Electronic Engineering Technicians Course.- (June 84 - June 85)

BTEC National Diploma (Aerospace - Avionics) - Dec 85

Business Studies Course (Self Employment) Pass

CareerTrack Course (Customer Relations) Pass

Financial Planning Certificate 1 Pass

Selling Skills Course 1 Pass

Financial Planning Certificate 2 Pass

Selling Skills Course 2 Pass

Tozan Consultancy - Telephone Course Pass

Financial Planning Certificate 3 Pass

CeMap Certificate (Mortgages MAQ) Pass

CF9 (Pensions) Pass

Institute of Line Managers Certificate (ILM Cert) Pass

BIIAB Level 2 National Certificate Pass

BIIAB Level 2 National Certificate (Management) Pass

General & Communication Skills Distinction

Mathematics Pass

Electrical Engineering Practices Merit

Electrical Principles Pass

Servicing Technology Merit

Electronics & Control Principles Merit

Electrical Systems (A) Pass

Electrical Systems (B) Merit

Applied Aircraft Servicing Merit

City & Guilds - Appliance Repair Pass

C. I. T. B (ACOPS) - Gas Safety Course Pass

Trade Management Training (R. A. F.) Pass

Management Training (R. A. F.) Pass

Proficient user of Microsoft Word, Excel and Powerpoint and many Banking systems.

Contact this candidate