Gary Cormack

Experience

• 

  Scottish Widows

  Nov 2001 - now

  Service Engineers are key to mentoring our agile labs to think forward and design for stability, reliability and recoverability from the outset to embed a Service-First culture. My main aim is to ensure the products and services we build for our customers are high quality, safe, reliable and remain so into the future. Key responsibilities include; - Own the recovery of IT service impacting incidents, minimizing impact to our customers and colleagues. - Drive effective root cause analysis on service related issues, identifying trends and ensuring that all insights are addressed quickly and effectively. - Promote great thinking about service at each stage of the agile delivery life-cycle – promoting service principles, disciplines, standards and processes within the engineering labs. - Take responsibility for building a proactive risk management culture, identifying and calling out threats, embedding controls, and where possible, helping to implement remediation actions and ensuring a continuous improvement mind-set. Show less I had a variety of roles throughout my time within our Customer Services area, progressing from general admin duties, then key contact relationship roles, then call centre work leading eventually into a senior administrator/mentor role.Responsibilities/Key Achievements:• Training/Mentor for 20 members of staff• Responsible for creation & maintenence of training notes and training plans, tailored for individuals, to increase versatility• SME in the introduction of our protection platform ALIS, with personal responsibility for the progression of any ‘records needing assistance’ which involved on average 400 cases a day at launch. • Account Manager Presentation Sessions to promote services available, demonstration of online facilities and ways to reduce dependancies on our call centre. • Lead SME within a project group for developing a telephony quality model for our call centre staff (over 300 staff).• Lead SME for Remuneration area supporting Halifax & BoS merger with Lloyds Banking Group. This was the biggest bank integration in British history. My involvement was to attend focus/review groups on behalf of our area, work closely with SME’s across the business to develop robust testing scripts for all products affected, fully test all products vs our remuneration platform STARS and ensure the new population were accepted and correctly remunerated, update any issues on an imperfections log for review/IT escalation & various healthcheck weekends. This took place over the course of a year and is one of my proudest achievements to date. Awards:• 2007 - CAN DO customer services award. • 2008 - Outstanding Customer Service award. Presented by Lloyds Executive Committee. • 2009 - Customers Services 'Internal Customer Team of the Year’. I was SME and mentor. • 2010 - Life, Pensions & Investments Ambassador Award winner. Show less

  • Service Engineer

    Apr 2019 - now

  • Senior Run Manager - Insurance CIO

    Dec 2017 - Mar 2019

  • Automatic Enrolment - Technical Support Manager

    Dec 2014 - Nov 2017

  • Automatic Enrolment Support Team - Team Manager

    Jan 2014 - Dec 2014

  • Automatic Enrolment KIF QC Team

    Aug 2013 - Dec 2013

  • IFA, EBC & Direct Channel Remuneration Area

    Jan 2013 - Aug 2013

  • Bancassurance Support Team - Mentoring & Resource Management

    Jan 2012 - Jan 2013

  • Bancassurance Support Team

    Jan 2011 - Jan 2012

  • Various

    Nov 2001 - Jan 2011