Scott MacDonald

Experience

• 

  Bank of Scotland

  Jan 2007 - Aug 2011

  Personal Banking Advisor

  Key activities of my role included:•Meeting customers banking needs through a variety of products, and uncovering any unstated needs they may have. Thereby enhancing a customer’s financial situation by matching solutions that Bank of Scotland offer through effective conversational interviews •Worked as part of a team to attract new customers and deepen customer relationships•Responsible for managing diary to ensure time is managed efficiently and every opportunity is maximised•Self generated opportunities whilst covering different areas of the banking hall and responding effectively to walk in business•Built and maintained relationships with partner specialists•Coached staff members Show less

• 

  Prudential UK

  Aug 2011 - Dec 2024

  Key activities of my role included:• Responsible for delivering an enhanced oversight model that will ensure contractual and regulatory obligations are adhered to and that fair customer outcomes are achieved by strategic partners• Ownership of monthly monitoring and managing 1st Line Risk & Controls within strategic partners. Including collecting information, assessing the trends to determine any emerging risks and formulate a view via risk and controls reporting• Responsible for timely production of high quality reporting into senior management, committees and forums articulating assessment of risks, reviewing control effectiveness and escalation of issues when required• Accountable for conducting local control reviews and risk assessments to identify weaknesses, validate control quality, agree a plan of action to address any weaknesses identified and escalate to governance committees where necessary• Responsible for supporting and monitoring audit review activity across the Three Lines of Defence. This includes working with stakeholders to ensure they meet deliverable obligations• Building strong relationships and working collaboratively with internal and external business partners including Operations, Compliance, Audit and Risk Managers to ensure the required level of oversight is in place• Designed and delivered vulnerable customer training to outsourcers across various sites receiving excellent feedback. Show less Non-advised Pension service supporting customers through their retirement journey. Educating them on their options available and ensuring they are fully informed to make a decision that is right for them. Main responsibilities included: > Delivering exceptional customer service to support customer needs and tailoring approach where required > Ensuring all activities remained compliant with regulatory standards and quality guidelines > Identified and escalated exceptions and priority issues and managed and resolved customer complaints in line with procedures Show less

  • Customer Journey Consultant

    Mar 2019 - Dec 2024

  • Senior Risk and Controls Analyst

    Mar 2018 - Mar 2019

  • Training & Quality Consultant

    Nov 2014 - Mar 2018

  • Retirement Consultant

    Aug 2011 - Nov 2014
• 

  M&G plc

  Aug 2023 - now

  • Customer Remediation Manager

    Nov 2024 - now

  • Customer and Journey Improvement Manager

    Aug 2023 - Dec 2024