Anthony Holdsworth

Experience

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  HML

  Jul 2003 - Jul 2014

  • Managerial/Team Leader level –Performance management of Credit Management Consultants.• Ensure quality standards are maintained and improved in accordance with business and regulatory standards.• Provide coaching and feedback, both face to face and in written reports, using recognised techniques of feedback, coaching and goal setting. These review sessions are conducted in a live situation or by assessing recordings. This requires confidence, detailed knowledge of the mortgage process and company policy and the ability to persuade and negotiate effectively.• Produce and analyse Quality Performance Data Reports and target areas of the business, individuals and topics for improvement.• Self-Management and ability to manage others is essential, requiring excellent organisational, person management and time management skills.• Implement and improve the company Training and Competency Scheme and Quality Framework.• Undertake individual project work focusing on specific business areas for quality improvement, identifying the root cause of systemic issues, recognising appropriate solutions and creating and delivering training plans to combat the issues identified. This requires excellent analytical, problem solving and decision making skills.• Arrange and run reviews on risk topics with clients and senior management. This requires good time and resource organisation, presentation skills and effective communication at the highest levels of seniority within the business. Show less • Investigate and resolve reportable and non-reportable complaints within regulatory guidelines, including Financial Conduct Authority, Mortgage Conduct Of Business Rules, Dispute Resolution Rules for a large multi-client base.• Review company administrative practices and policies considering client variation.• Composition and production of Management Information reports internally, to the client and the industry regulator.• Drive performance by identifying the root cause of complaints and flawed working practice using Six Sigma Tools such as 5 Why Analysis and Fish Bone Diagrams, and provide solutions to rectify issues identified.• Hold an extensive knowledge of all areas of mortgage processing end to end.• Reduce operational risks, including identification and reporting of suspected money laundering, proceeds of crime.• Conflict Resolution and Mediation- Mediate complaint resolution with customers and escalations to the industry regulator.• Effectively manage time and workloads to ensure client and regulatory timescales are maintained.• Act as a point of contact, and provide guidance for teams and their leaders across the business when considering how to deal with complex queries, complaints, policies and procedures.• Extensive and regular interactions with clients, senior management and the industry regulator.• Manage team in Team Leader absence, undertaking daily management tasks, monitoring and managing team member’s time and workflow management to meet service levels, targets and regulatory timescales.• Train and mentor new and existing staff. Show less • Maintain and administer portfolios of mortgage accounts.• Numeracy, attention to detail and working to strict deadlines is paramount.• Identify and investigate anomalies and queries regarding mortgage products in relation to the redemption process.• Introduce ideas to update and improve existing processes to increase productivity and efficiency.• Mentor and train new starters.• Deal with written and telephone enquiries for customers where problem solving skills were required.• Determine via customer application, the eligibility to amend mortgage product variables.• Work effectively as part of a team, and independently.• Achieve daily service level targets.• Produce weekly management report.• Use of in house workflow and reporting systems. Show less

  • Quality Assurance Associate

    Jan 2011 - Jul 2014

  • Complaint Manager

    Jan 2006 - Jan 2011

  • Mortgage Operations Consultant & Senior Pre Redemption Consultant

    Jul 2003 - Dec 2006
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  Chipps Tree Care Ltd

  Jul 2014 - Feb 2018

  - Proven experience creating business opportunities for services provided by the company resulting in profit for the company ( 40-50% conversion rate).-Provide equitable but profitable quotes to prospects and clients.-Meet and exceed monthly sales targets through B2B and/or B2C personal selling, using all avenues of lead generation.- Create and Implement Business Marketing Strategy. (office leads, canvassing, personal network and other accepted marketing methods e.g. internet advertising etc.).- Generate work orders to accurately and clearly describe work to the site foreman so the work can be carried out flawlessly and to the customer’s expectations and standards. - Ultimately responsible for the quality of work being performed on a work site, customer satisfaction and maintaining client relations. Show less

  • Sales Estimator/Client Relationship Manager

    Jul 2016 - Feb 2018

  • Arborist

    Jul 2014 - Jul 2016
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  Chipps Tree Care Inc

  Feb 2018 - Aug 2023

  Business Office Manager

  -A strong Administrator, managing all office operations and functionality for an Independent Tree Care business ensuring quality standards are maintained and improved in accordance with business and regulatory standards.- Managed and scheduled 4 teams (up to 10 people).- Implemented and managed Business Health & Safety Policies, Procedures and Systems to achieve and exceed OHS Alberta regulations and achieve The Alberta Certificate of Recognition (as a certified assessor).- Human Resources Manager, including hiring, staffing reviews and performance management.- Relationship management, cultivating and maintaining business relationships (B2B & B2C).- Created and delivered presentations to clients and peers about service offerings and industry relevant topics.- Implemented and oversaw company marketing and social media presence ( $30k annual budget).-Audited and recovered $50k of unsatisfied client invoices that occurred due to predecessors mismanagement of arrears recovery process.- Overhauled and oversaw the newly revised 3 stage Credit Management/ Arrears Recovery process ($0 loss process).- Migrated all Field & Office Operations to a cloud based, paperless set up after identifying significant waste in legacy processes.-Responsible for creating and managing robust quality programmes which included the company Training and Competency Scheme and Quality Framework, which lead to proven service capability and improvement.- Produced and analysed Data Reports on target areas of the business and generate business initiative recommendations.- Proficient user of Google Suite, cloud based applications, Microsoft 365 applications. Show less

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  EcoArb Tree Solutions Ltd

  Aug 2023 - now

  Director EcoArb Tree Solutions Ltd

  Owner/ Operator/ Director of an Arborist/ Tree Surgery Business.