David Coupland

Experience

• 

  RBS

  Dec 2011 - Mar 2018

  Working as part of a small team to ensure the daily operation and delivery of the UK call centres for RBS. Using Staffing and Call Forecasts to effectively plan the current and next week. Involved in the implementation and delivery of project work including risk management, change absorbability and analysis of impact.Liaising with various levels of management within the business, as well as members of staff from supporting and planning roles to ensure the best possible service delivery on the day. Acting as a first point of contact during incidents which have a business impact, working with the business functional heads to make decisions to improve the businesses position during these incidents. Supporting team leaders on the day requests regarding holiday, coaching slots, overtime requests, skill changes, etc. Show less Motivating, supporting and coaching a team of 20 Customer Service Associates to deliver a fantastic level of customer service every time.Using a sports coaching model I was able to increase the teams Customer Satisfaction score from 75% to 79.1% and an Applications and Services score of 123.89% during 2014.Facilitating and contributing to daily team and management meetings to discuss issues, results and other factors. Advocate for TOFU (Taking Ownership and Following Up) and embedded this within my team. Maintained an efficient operational structure using check lists and flexible working to manage my day and support the associates effectively.Designed and delivered a training structure for an associate who had returned to work after an extended leave of absence and required full training to ensure they were at the necessary standard to advise our customers. Show less Front line advisor for our customers, advising and answering questions regarding their accounts.Supported new customer service associates in their first 3 weeks of calls, delivering one to one support and being their as a point of referral for a team of up to 20 new associates. Proven ability to meet and exceed targets for customer service and applications for products and services (2013 Customer Satisfaction score 86.4% with target of 75%, and Applications and Services score of 195%).Consistently looked for ways to improve how we serve our customers, wrote several Standard Operating Procedures (SOPs) to give clear instruction to all Customer Service Associates across the brand on how to do certain processes. Coached and supported other associates struggling to meet targets. Show less

  • Business Data Analyst

    Aug 2015 - Mar 2018

  • Assistant Manager

    Jan 2014 - Aug 2015

  • Customer Advisor

    Dec 2011 - Jan 2014
• 

  J.P. Morgan

  Mar 2018 - now

  Completing end to end onboarding of clients to the Merchant Services platform. Working to improve processes to ensure faster delivery and a smoother onboarding journey for our clients.The "go to" for complex and challenging implementations projects. Working within the Transfer Agency as part of the Onboarding and Analytics team. Primary role is to provide timely and accurate information to internal and external stakeholders including bespoke board reports and resolving ad hoc client queries. Working to reduce manual processes through automation of reports, use of macros and robotics to create capacity to focus on high priority, manual processes. End to end set up for new clients, funds and shareclasses.

  • Implementation Project Manager

    Jul 2021 - now

  • Financial Reporting Analyst

    Mar 2018 - Jul 2021
• 

  International Financial Data Services (IFDS)

  Dec 2023 - now

  Project Manager