Mark Whittaker, APCIP

Experience

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  NatWest

  Jan 1988 - Jan 2000

  Various

  A variety of clerical and appointed roles within Retail branches, Regional Office and Business Services units providing a wealth of knowledge, sound banking background and interpersonal skills.Skills acquired include - customer service, sales processes, back office functions, complaint handling, people management, continuous improvement, training and development of staff, coaching, operational efficiencies, regulatory compliance.

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  Royal Bank of Scotland

  Jan 2000 - May 2016

  Responsible for leading Investigations in relation to staff conduct and whistle-blowing allegations.Identification, analysis, resolution and mitigation of staff dysfunctional behaviours. These include theft, fraud, dishonesty, misrepresentation, disclosure and internal process breaches or legislative non compliance. Collation of robust evidence and facts through intelligence gathering, data analysis and staff / customer interviews within defined policy standards and legislation. Provision of independent Investigation reports providing clarity of findings to enable internal disciplinary actions to progress and / or criminal proceedings. Built mutually beneficial relationships with stakeholders to drive a customer-obsessed culture across the whole of the group. Worked collaboratively to understand root cause of investigations and drive issues resolution, process improvements and financial recoveries. Successfully reported key facts following the Interpretation, Interrogation and Analysis of various information sources (electronic and physical) together with the production of robust evidence including face to face Interviews for in excess of 500 cases. These resulting in Disciplinary actions, Law Enforcement convictions, or internal sanctions across a range of behavioural and conduct based issues providing continued protection and risk mitigation for the bank.Completed Advanced Professional Certificate in Investigative Practice (APCIP) – BTEC level 7 Advanced Certificate (Masters equivalent) Investigations based external accreditation gained November 2015. Modules included - Law, Evidence, procedure & Best Practice- Advanced Investigative Interviewing- Advanced Statement / Report Writing- Courtroom Skills and Giving Evidence- Cross examination for Investigators- Data Protection Act Show less Provision of multi-channel (Business , Personal, Private and Mortgages) individual and departmental internal audit reviews which have provided a wealth of knowledge regarding processes and procedural compliance, risk mitigation and coaching / training of internal colleagues. Fostered relationships within the Business through transparency of testing and clarity of requirements to support staff development and compliance. Identification, escalation and mitigation of Operational, Financial and Reputational Risks through root cause analysis, collaboration and an ongoing pragmatic approach to continually improve standards. Show less Responsible for the oversight of personal lending facilities and SME business facilities within a defined area . Providing independent assessment and validation of credit facilities to ensure financial and reputation risks minimised. Provision of group and individual bespoke training to up skill staff at various levels and drive adherence to internal policies / regulations and risk appetite. Investigations into failing facilities with appropriate escalation and loss provisioning with guidance on restructure to minimise any potential risk of loss. Development and Implementation of Continuous Improvements to enhance scorecard analysis, operational efficiencies and consistency of lending policies and implementation. Show less

  • Senior Investigator , Conduct Analysis & Resolution (APCIP Qualified)

    Jan 2007 - May 2016

  • Assurance Manager

    Jan 2005 - Mar 2007

  • Risk Review Manager / Credit Controller / Area Manager Credit

    Jan 2000 - Jan 2005
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  Aviva

  Sept 2016 - Jul 2018

  Senior Complaints Investigator
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  Diligenta - a subsidiary of Tata Consultancy Services

  Jul 2018 - Dec 2022

  • Transition Lead

    Nov 2021 - Dec 2022

  • Complaints Manager

    Jul 2018 - May 2022