Sean Meritt

Experience

• 

  Financial Ombudsman Service

  Jan 2012 - Aug 2021

  Appraised as a top 10% performer in all of the last four financial years. Day-to-day responsibilities included line management of up to 12 adjudicators specialising in the resolution of financial complaints. Delivered coaching and mentoring to ensure excellent quality of customer service and performance provided by the team. Including managing team as part of a multi-channel customer contact centre. Defining and monitoring KPIs to ensure individual and overall team performance. Acting as a role model by personally dealing with escalation of most complex cases. Extensive management of wider projects requiring leadership of multi-disciplinary teams across departments. Regular use of change management techniques and communication strategies. Defined and improved processes for new case management software affecting several hundred staff. Development and continuous improvement of management information for the business particularly using Excel and Microsoft PowerBI. This required translation of organisational level strategic aims into departmental and team level plans and KPIs. Show less

  • Team Manager

    Mar 2015 - Aug 2021

  • Adjudicator

    Jan 2012 - Mar 2015
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  C. Hoare & Co.

  Oct 2022 - now

  Customer Complaints and Consumer Duty Manager

  Leading the complaints function for an exclusive private bank dealing with UHNW customers with complex financial needs. Delivering management information on complaints and customer experience to C-level colleagues on a regular basis. Well versed in the requirements of the FCA's new Consumer Duty including leading on the delivery of this into the bank's operational customer facing environment. Continually developing reporting designed to give senior leaders greater insight and meet regulatory requirements. Show less