Paul Mostowyj

Experience

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  Iceland Foods

  Sept 1996 - Jul 2003

  Deputy Manager

  I joined Iceland Foods as a retail assistant when I was at school and left the company as a deputy manager in 2003. During this time I was exposed to various aspects of the business and became experienced in:+ stock replenishment+ inventory management+ merchandising+ customer service+ complaint resolution+ health and safety+ food hygiene+ staff planning+ recruitment+ staff training and coaching+ team leadership+ business planning+ store securityIn 2001 I gained a reputation as a "fixer" when I was moved to a store with poor controls and processes in all areas of the business, which were resulting in losses to the business. With the support of a few dedicated members of staff we installed the correct systems, retrained the staff and reduced losses to an acceptable standard within a year. The following year saw the store return to profit. Show less

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  Watergall Primary School

  Sept 1998 - Apr 2000

  Teaching Assistant

  I became a teaching assistant to gain first hand experience working in a school, whilst I considered a career in teaching. I had the opportunity to work with a variety of experienced teachers to develop several key skills:+ identify individual learning styles+ use of positive language+ managing difficult behaviourMy proudest achievement during my time at the school was being assigned to work with a young boy who faced multiple physical challenges. After 2 years I left the school having encouraged the boy out of a wheelchair and off of an oxygen tank to take part in physical activity. Show less

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  CBE

  Jul 2003 - Oct 2003

  Sales Consultant

  My role at CBE was split in to 2 parts - completing telesales campaigns to generate leads and following up on leads as a sales consultant. As this was my first telephony based role I learned the following lessons:+ to establish you are talking to the right person+ the art of telephone based communications+ to confirm a sale at the end of the callDuring my short time at CBE I was able to identify their scoring system to mark the progress made with each customer was not working because each consultant had their own individual scoring criteria. I introduced a standardised scoring system to give management a better indication of the progress being made. Show less

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  Tesco

  Sept 2003 - Jan 2004

  Retail Assistant

  Due to family commitments I returned to being a retail assistant on the night-shift; completing general duties of stock replenishment, receipt of deliveries and providing high levels of customer service.

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  Iceland Foods

  Jan 2004 - Nov 2004

  Stock Supervisor | Duty Manager

  My return to the role as a stock supervisor / duty manager provided me the opportunity to develop further the skills I learned previously in retail management. Although as a duty manager and an experienced member of the management team I was involved in all areas of the business, my main areas of focus were on:+ team leadership+ inventory management+ staff training and coaching

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  RBS

  Nov 2004 - Oct 2008

  Motor Insurance Senior Claims Advisor

  I started in the insurance industry as a Claims Advisor managing my own portfolio of claims, from the point of registration and all the way through to the point of closure. As well as a good understanding of insurance principles and policy wording, the job required a high level of customer service as the main point of contact for both customers and suppliers. I quickly learned new skills:+ case management+ fraud identification+ indemnity investigationWithin 2 years I progressed to the position of Senior Claims Advisor, which involved assisting and providing cover to the Team Leader. Due to my good understanding of the process, I took on the additional role as the Career Progression Trainer / Mentor. The additional responsibility included:+ escalated complaint resolution+ payment authorisation+ quality control auditsI was seconded to complete a variety of review and development projects. The first project I ran was a review of the claim indemnity investigation process, which required liaising with multiple areas of the business. This project resulted in the creation of a new role within the department to streamline the process and add accountability for both the service level agreements in place and the decisions being made on claims. Show less

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  Sainsbury's

  Nov 2008 - Oct 2009

  Stock Controller

  Due to family commitments I returned to retail with an evening and night-shift combination; completing general duties of inventory management, stock replenishment and providing high levels of customer service.

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  Living Sport

  Oct 2009 - Jun 2010

  Basketball Development Officer

  The task assigned to the county Basketball Development Officer is to increase participation and satisfaction. Being the only officer in the county and having to work with other key groups in the area (schools, local authorities, clubs, governing bodies, etc) makes the role very similar to that of a project manager. Like a project manager I needed:+ project planning and organisation+ managing and influencing change+ measuring and reporting resultsI had several successes in the role, which included supporting the creation of one new club, improving the structure of a disability club and leading the county to enter its first junior team in to the regional competition. Show less

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  VFM Services Limited

  Jun 2010 - Mar 2015

  As the Team Leader of a team of 4 Senior Investigators (SI), which had to supervise, train and develop a total of 28 staff; ensuring we delivered a high quality product with results that exceeds our clients expectations and provided a good return on investment. Keeping open channels of communication and attending regular meetings, I was responsible for building and protecting relationships with our clients, offering solutions to their business needs. Whilst in the role I:+ improved consistency of internal audits to above a 95% average+ restructured the department to offer greater flexibility and resilience+ introduced Commodity Champions to research and communicate technical updatesAs the Deputy Operations Manager I offered support and cover within the following areas:+ resource management to deliver optimum capacity and productivity+ manage and update the business continuity plan+ provide resilience for supporting areas of the business - HR, MI and IT Show less Senior Investigators (SI) are experienced in the New ERA product and complex investigations. The role is unique in that you are involved in all areas of the business - claims investigation, report writing, customer service, quality control, staff training and client liaison. Some of the more specific roles of the job are:+ review complex claims and complete fraud reports+ assess employee competency and implement performance review plans+ design, implement and deliver coaching and trainingAs well as the main roles of an SI, additional adhoc duties and projects are assigned to each member of the team, which included:+ building and protecting 5 client relationships+ time-in-motion studies and resource analysis , + process design and software development projects Show less Investigating and managing outsourced claims for insurance companies is the job of a Claims Investigator at VFM, predominantly for home contents insurance as well as buildings, travel and motor. Working for the leading conversational management company in the UK means that our focus is as much about customer service as it is risk assessment, with the emphasis on quality over quantity. New to conversational management I learned:+ how to listen and communicate effectively+ the New ERA product and the applied psychology+ new techniques for managing difficult behaviourFinding success in this new approach to insurance claims I was promoted to a Level 2 Claims Investigator, which required me to take on the extra responsibilities and assist with the leadership of the teams:+ caseload management+ first stage complaint escalation+ claim authorisation and staff mentoring Show less

  • Senior Investigator Team Manager | Deputy Operations Manager

    Aug 2014 - Mar 2015

  • Senior Claims Investigator | Client Relationship Manager

    Sept 2012 - Aug 2014

  • Claims Investigator

    Jun 2010 - Sept 2012
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  Robertsons

  Apr 2015 - Apr 2015

  Senior Case Manager

  At Robertson & Co I investigated and managed outsourced claims for insurance companies to identify risk in claims whilst delivering a high level of customer service through the use of conversation management. As a home worker there was an emphasis on being organised, self-motivated and the ability to use your own initiative. In addition I supported the Operations Director by:+ resolving home worker queries+ building relationships with new clients+ creating new client resources

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  Western Union Business Solutions

  May 2015 - Jun 2023

  The Head of UK Payment Verticals Client Services is accountable for the efficient delivery of high quality and responsive digital and telephony services to Internal and External Clients in relation to pre- and post- transaction activity, in accordance with SLA’s and KPI’s, which drive Customer satisfaction and retention. This role is responsible for the performance and development of people managers; creating an environment which encourages continuous improvement and empowering team mangers to identify and implement process changes and efficiencies.Some of my successes in the role were:+ maintained SLA achievement for Payment Product verticals during the COVID-19 pandemic+ drove the implementation of a new flexible resource calculator + managed Global Student Support resources through volume increases of over 170% Show less As the Head of Implementation, I'm required to co-ordinate the team to support the UK and European business and report directly into the Director of Pre-Sales and Implementation for the region. Responsible for creating and delivering on the strategy for the team, which focuses on business growth, customer experience, process optimization and team development. In addition to my day-to-day responsibilities, I consult on global projects and initiatives to develop innovative solutions.Some of my successes in the role were:+ defined and promoted new team Support & Solution structure and processes+ built comprehensive reporting, which led to implementing team and individual KPIs+ in 2019 made operational efficiencies of 207 hours per month through process improvement projects Show less As an Implementation Team Leader, I'm required to co-ordinate the team to support the UK and European business and assist consulting and sales functions to implement new solutions for key vertical markets ensuring full alignment with all operational areas. To coordinate the delivery of the customer solution from the first transaction, through the pilot period to operational handover. Contribute and support on-going projects and Continual Improvement Programmes to ensure new customer implementations are delivered efficiently and effectively.Some of my successes in the role were:+ designed and developed Mass Pay Hub, a SWIFT delivery, transformation and enrichment tool+ led the project to transition 2 UK pre-sales' support teams to Vilnius operations+ successfully grew Implementation from a team of 4 to a team of 8 Show less Managing my own portfolio of implementation projects, I take ownership of technical discoveries, beneficiary and payment data review and management, solution configurations, structured testing in demo and production environments. Specific focus is made to XML development to ensure the client’s data can be used by the WUBS payment platforms and returned to the client in a suitable report format. In addition, I'm required to document the solution and provide the relevant training for the client and internal operational teams.Some of my successes in the role were:+ created an XSLT library and team training modules+ managed a UK & Europe business process improvement project+ developed the first SWIFT message transformation for existing payment platforms Show less

  • Head of Implementation UK & Europe

    Apr 2021 - Jun 2023

  • Head of UK Payment Verticals Client Services

    Apr 2020 - Apr 2021

  • Head of Implementation UK & Europe

    Mar 2019 - Apr 2020

  • Implementation Team Leader UK & Europe

    Nov 2016 - Feb 2019

  • Implementation Specialist

    May 2015 - Nov 2016
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  Convera

  Jul 2023 - now

  Manager of Implementation, UK & Europe