Jon H.

Experience

• 

  Lloyds Banking Group

  May 2005 - now

  Responsible for developing and maintaining supplier performance, identifying and mitigating risks, ensuring compliance with relevant regulations/policies, protecting the bank and its customers, embedding process improvements, and obtaining value from supplier contracts.- Providing support to Group Sourcing and Project Management Teams to facilitate the on-boarding of new suppliers- Chairing regular meetings with suppliers to discuss performance against contract, risks, change, and service improvements- Creation/testing of exit plans and business continuity processes for each supplier- Working with suppliers to identify, track and mitigate risks- Performing regular checks of supplier’s financial stability, and look for any litigation or adverse media activity- Ensuring contracted services perform as intended and continue to offer value for money for the business- Using influencing skills to reach favourable outcomes for the bank and its customers- Resolving commercial disputes- Supporting Legal and Sourcing teams to implement contract change notes- Supporting suppliers and internal assurance teams with site audits, then owning and ensuring any findings are remedied- Managing the delivery/budget/closure of transitional service agreements Show less Responsible for working with TSB and Lloyds Banking Group Legal Teams to agree ownership of TSB inherited rectifications, resolve commercial disputes, and oversee budget and timescales to deliver.- Sole point of contact between LBG and TSB concerning rectification projects- Sole ownership and end to end oversight of all rectifications impacting TSB- Ensured all TSB rectification work was delivered within expected budget and timescales- Designed and implemented cost submission and approval process within Account Management Unit- Challenged excessive costs, or costs which fell outside of contract, ensuring overall spend was within budget- Identified breaches of law, regulation, or contract- MI production and presentation to executive level stakeholders and 3rd parties- Arranged and chaired governance meetings Show less Responsible for managing third party supplier performance and change delivery on behalf of several internal Lloyds Banking Group business areas. As well as delivering service as a contracted third-party supplier to other financial services providers (TSB and Sainsbury’s Bank). - Worked in partnership with 3rd party supplier to improve Service Levels of outbound mailings from 95% to 99.9%- Proactively utilised root cause analysis skills to reduce service incidents from 15 per annum to 2 per annum- Developed and implemented Change Request and Cost Tracking systems- First point of contact for executive level stakeholders within both TSB and Sainsbury’s Bank, covering any issues, incidents and queries- Assisted with the creation and implementation of the Transitional Service Agreement between LBG and TSB in respect to printing, mailings, and inbound post- Ensured commercially sensitive information is protected, and that competition laws/data protection regulations considered appropriately at all times. 0 breaches recorded between LBG, TSB and Sainsbury’s Bank- Presented MI to executive level stakeholders monthly, via face to face meetings at TSB/Sainsbury’s sites and by telephone conference Show less - Achieved a 0% annual Financial Ombudsman Services overturn rate. Every complaint handled was judged to have been dealt with fairly and correctly by the Financial Ombudsman Service- 1 of 3 colleagues within the bank given authority to respond to complaints on behalf of CEO- Provided on call advice to senior branch colleagues and business areas nationwide, empowering colleagues to handle complaints at first point of contact and ensure the bank was consistently delivering fair outcomes to customers- Identified complaint trends and compiled business cases to recommend improvements to reduce the risk of re-occurrence- Created and presented training courses to a large number of colleagues relating to new regulations from HMRC- Provided coaching to colleagues on effective letter and email writing skills, questioning techniques and the use of influencing and emotive language Show less Responsible for managing a team of 13 insurance claims advisors through the integration of HBOS and Lloyds TSB. - Oversaw the adoption of new systems, insurance policies, and working practices during what was a challenging time for the team- In spite of the above challenges, raised and maintained my team’s customer feedback scores to above 95%. Consistently the highest achieving team within the department each month- Achieved the lowest annual absence rate out of any team across the department- Trained team in effective complaint handling, how to deliver difficult messages, and how to manage emotional customers Show less Responsible for liaising with Adjudicators and Ombudsmen at the Financial Ombudsman Service. Conducted independent reviews of complaints and the action taken by the bank prior to the case being passed to the Financial Ombudsman Service. Presenting a case to the Ombudsman Service on behalf of the bank when I felt the correct action had been taken to resolve a complaint, and working to put things right for customers where the correct action had not been taken.- Managed relationships with General Insurance suppliers to assist with the resolution of issues with tradesmen or with work undertaken for customers- Managed relationships with Personal Claims Consultants. Shadowed them on a number of visits to customers’ houses following claims. Allowed for quicker/easier resolutions to complaints involving Personal Claims Consultants- Identified unfair or complex policy conditions and arranged for these to be removed or amended by liaising with products team- Provided advice to General Insurance front line colleagues when handling claims and took ownership when necessary - Implemented process improvements and rolled out training programme to complaints team resulting in reduction of reportable complaints from 50% to less than 10% Show less Responsible for liaising with Adjudicators and Ombudsmen at the Financial Ombudsman Service. Conducted independent reviews of complaints and the action taken by the bank prior to the case being passed to the Financial Ombudsman Service. Then presenting a case on behalf of the bank when I felt the correct action had been taken to resolve a complaint, and working to put things right for customers when the correct action had not been taken.- Developed strong influencing and negotiating skills when agreeing fair settlements with the Financial Ombudsman Service- Delivered communications to complaint handlers following Financial Ombudsman Service rulings so that the correct approach could be adopted by the bank going forward Show less

  • Supplier Relationship Manager

    Mar 2018 - now

  • Rectifications Manager (12 month secondment)

    Apr 2017 - Mar 2018

  • Service Delivery Manager

    Jan 2013 - Apr 2017

  • Customer Relations Manager

    Jan 2012 - Jan 2013

  • Home Insurance Claims Team Manager

    Jan 2011 - Jan 2012

  • Home Insurance Financial Ombudsman Service Liaison Manager

    Jan 2009 - Jan 2011

  • Retail Financial Ombudsman Service Liaison Manager

    Jan 2007 - Jan 2009

  • Collections Complaint Handler

    Jan 2006 - Jan 2007

  • Collections & Recoveries Advisor

    May 2005 - Jan 2006