Lee D.

Experience

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  P. Dickens Construction

  Aug 2006 - Dec 2011

  General Labourer & Administration

  For my family business I worked as a general labourer as part of a team of people which is predominantly customer facing. As part of working in a team I help provide a high quality service to customers, answer customer questions and I am able to advise them on future purchases and services. I am confident when dealing with customers and I am able to individually resolve any problems, issues or concerns that they may have. In addition, I am highly adaptive to different working conditions, for example one day I could be working on a roof with a team of roofers, and the next day I could be helping estimate prices, designing products and negotiating deals with customers.Furthermore, I also perform general administrative duties such as contacting and ordering from suppliers, creating estimates and invoices for customers, and also doing single-entry bookkeeping due to it being a small company. Show less

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  Dashing Discos

  Aug 2006 - Aug 2008

  Director of Finance and Operations

  Key responsibilities• General bookkeeping• Banking• Budgeting• Purchase and sales ledger• Income statement and the statement of financial position• Purchasing stock• Invoicing• Collecting from debtors• Operational management• Resource planning• Face to face customer interaction• Company marketing

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  Royal Bank of Scotland

  Jan 2012 - Jul 2017

  Personally responsible and manage four key areas within the department which are:- Operations Support- Training & Development- Operations Risk Management- Resource Planning; as well as providing line management to analysts.• Successfully delivered a detailed recruitment plan to ensure that key deadlines are met as well as supporting the Banks restructure.• Managing stakeholders to ensure that migration of work and skills into the department and teams is successfully completed, including ensuring all coaching and support is provided to enable colleagues to deliver great service to both internal and external customers.• Designed and implemented a quality control process and system to ensure process and call risks were mitigated, as well as providing an accurate record of all agent fails and feedback in one place to ensure that a development plan can be created. • Responsible for the successful resource planning of an operation to ensure the customer demands are met, including analysing and monitoring for trends and future forecasting. This also includes live demand/call monitoring.• Developed and delivered a complex resource planning tool using Excel, Access, SQL and VBA to manage planning, sickness, holidays, performance, and trends. This enables more accurate forecasting as well as reducing the time taking to resource plan by c66%. Show less Specially selected to be part of a multi-million pound, multinational and multi-currency project in order to deliver a replacement debt management system within RBS, whilst enhancing the customer experience and reducing operational costs. This role developed my project management and stakeholder management skills as I used the Portfolio, Programme, and Project Management Maturity Model (P3M) to ensure the project was delivered successfully.• Analysed all the existing risks in the business, including reviewing all current and pending regulation in the UK and Republic of Ireland such as CONC, MCOB, BCOB, CCA, CCMA, PCI DSS etc. to ensure that the new system was compliant. The outcome included providing a detailed report which was used to select the vendor, and also included prioritisation using the MoSCoW method.• Successfully delivered a business operating model document for Debt Management Operations which involved managing multiple stakeholders at various levels of seniority to ensure all the details were included. This area of the project was very well received by stakeholders both inside and outside of Debt Management Operations, and my output documents are now used at all levels within the business.• Successfully hosted a customer ideation session with previous and existing customers to understand what they actually want from the Bank, and what support they need so this could be included in the target operating model.• Provided subject matter expertise for both personal and business banking customers to ensure that they would receive excellent customer service with the new debt management system. This included defining the business requirements document, contact strategy design, as well as process improvement.In addition, providing system experience and knowledge including IBM 3270, FICO Debt Manager, FICO Placement Plus, Microsoft Dynamics CRM, and Qlikview. The project was placed on hiatus Show less Working with Debt Management Operations in Investigations and Remediations.-• Analytics • MI and dashboard production • Database creation, querying and manipulation (VBA and SQL)• Resource and capacity planning• Incident and risk management• Project management • Senior stakeholder management • Process design and improvement • Contact strategy design and improvement• Debt collection and recovery subject matter expert• Dealing with business, secured and unsecured banking products (RBS/NatWest) and asset management (Lombard)• Dealing with third party suppliers including debt collection agents and solicitors • Staff training and coachingExamples of projects and/or process improvements• Developed a workflow tool for processing team saving ~400 hours p.a• Reduced and improved customer letters, improving ~10,000 customer interactions p.a• Excel based tool for users to create regulatory letters for customers, increasing productivity by 185% and quality• Refund logging tool to ensure an accurate tracker was in place so the operation could calculate the amount refunded to customers• Excel based tool to enable staff to accurately track and manage PEPs, Event Driven Reviews and suspect AML• Excel based callback system which interlinked into outlook to enable staff to keep customer promises with callback, and also increased the efficiency of resource planning• Excel based contact system for over 5,000 customers which included outputs of mailmerge letters. The system had a easy to use interface and allowed customers to flow through a remediation contact strategy, and gave the users prompts at the potential next action based on previous actions.Experience with the following systems:Microsoft Office, Microsoft CRM 2011, Microsoft SharePoint, FICO Debt Manager, FICO Placement Plus, IBM 3270, Qlikview, VBA. Show less Position within Debt Management Operations with the Specalised Business Management and Business Recoveries Department-• Understanding of credit and acting as a subject mater expert, able to communicate these principles to staff throughout Debt Management Operations and influence using their SME skills and knowledge to ensure the cascade of the credit steward principles.• Satisfy regulatory, compliance and operational requirements and adhere to the Treating customer fairly framework collaborating directly with the customer and key solution providers to deliver strategies and solutions in a fair and consistent manner via focused and time bound strategies.• Provide coaching and development for members of the wider Team in more complex and bespoke arrangements to drive forward a culture of highly motivated individuals.• Prepare submissions for Internal and External Watch forums, lead discussions and contribute to follow up decisions including recommendations for customer outcome reviews.• Collaborate with other areas in the Bank to share market intelligence and best practices.• Liaise with Risk and Assurance Teams to minimise risk to the business and escalate appropriately. • Escalation point and subject matter expert for TCMs/RD’s with specific customer complaints/queries/challenges.• Analyse information to ensure the appropriate development of robust Portfolio assurance recommending enhancements to the current Risk infrastructure. Show less Key responsibilities • Analysing and evaluating data and MI • Predicating and identifying trends and issues within processes• Implementing process change, improvements and increasing process efficiency• Developing tools and EUDAs for teams to improve staff quality and efficiency• Training, coaching and developing staff• Working to strict deadlines• Identifying and implementing simplifying customer life ideas and changes• Run projects alongside core duties• Aid business development through lean thinking and initiatives Show less My role was part of Project Rainbow which revolved around records management of confidential information as well as liaising with branch staff and third party companies. I worked as part of a team that is transforming several branches in the North Eastern Region and this includes archiving and/or destroying confidential information, ordering and liaising with suppliers, ensuring that the ‘Business as Usual’ policy is not affected, implementing new filing systems, and ensuring that the branch exit is on schedule. I had the responsibility to solely manage and complete a branch which is a lot of responsibility to be trusted with; which included regularly ordering supplies and removals, as well as being the only one to do handovers at a branch. Furthermore, I constantly received praise for my work ethic, communication and time management skills.In the last 2 months of the project I was given the role of managing the remaining 7 members of staff and ensuring the project was completed on time. This role involved regularly communicating with the Head of Retail Change Management, as well as communicating with branch staff and agency contractors to ensure things like time-sheets are still being completed. I also needed to ensure that the staff were well motivated and doing their job correctly and efficiently to ensure the project ran smoothly and on time. This role gave me a huge boost of confidence and motivation as my hard work during the previous months has paid off to be accelerated and to be trusted with managing and being in a position of this nature. Show less

  • Operations Development and Support Manager

    Apr 2016 - Jul 2017

  • Change Analyst

    Nov 2015 - Apr 2016

  • Technical Manager

    Mar 2015 - Nov 2015

  • Technical Manager

    Jan 2015 - Mar 2015

  • Portfolio Integrity

    Nov 2013 - Jan 2015

  • Collections Officer

    Jul 2012 - Nov 2013

  • Records Management Specialist

    Jan 2012 - Jul 2012
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  NatWest Group

  Aug 2017 - now

  Responsible for designing and implementing the customer journey for personal products, in response to regulatory and mandatory change.Recent programmes include Cost-of-Living Crisis, HMT Breathing Space, Covid Payment Holidays, Credit Card Market Study, and High Cost of Credit Review. Using Agile ways of working to deliver change incentives as part of scrum teams. Also skilled in data analysis using Hadoop, Teradata, Microsoft SQL Server, and SAS to support data driven analysis and decisions. In addition with VBA programming for desktop automations. Show less

  • Customer Journey Developer - Regulatory Change

    Nov 2019 - now

  • Operations Manager

    Aug 2017 - Nov 2019