David McManus (CIWFM)

Experience

• 

  Royal Bank of Scotland

  Jan 2005 - Apr 2015

  Whilst working in the ATM division, I was fortunate enough to be asked and lead the Tesco Bank ATM Network with a sample of key facts as follows;Manage UK's Largest Off-site Remote ATM network, utilising resource to manage all aspects of ATM Availability (Maintenance/Cash Availability).Transition ATM model across multiple supply chains in order to maximise value and efficiency.14 consecutive months ATM Availability above 97.50%Coach, lead & motivated a team of 20 individuals, tailoring development plans with team members that deliver core service behaviours. Show less Delivery of projects that support end customer benefits.Manage development & integration of new processes as part tactical change of suppliers, enhancing existing weaknesses and exploiting opportunities to implement risk controls in order to create a secure working environment.Successfully managed London 2012 Olympic project, engaging with Retail Branch Network, Cross-Unit dependencies and suppliers in order to minimise impact and maintain world class availability.Sustained variable cost saving of c£1.5million p.a.Minimised hardware fault rate liaising with suppliers, establishing FLM training opportunities for branch staff and creating a process for staff to utilise in the event of high staff turnover.Integration of TCR model into Retail Branch Network, coaching staff on product functionality. Show less Manage ATM performance for UK Retail Branch network c2300 devices.Challenge & drive supplier performance based on contractual SLA’s and utilising financial penalties.Facilitate process confirmation sessions; identify opportunities and enhancement in order to drive end customer benefit.Manage poor performer programme and identify candidates that require intervention with remedial action plans developed. Work with suppliers in order to identify potential usage increases and increase cash holdings based on risk appetite.Implement Hardware upgrades, managing programme of works dependant on the project and drive cost savings when sourcing part upgrades. Show less Manage resource in line with call demand and predicted work volumes based on future forecasts generated for 600FTE.Align resource to support back office SLAs and call centre targets with the requirement to factor in sickness/annual leave, thus preventing detrimental customer impact.Support the production of training literature and effectively schedule into staff rosters in order to minimise operational impact.Aide with the implementation of eWFM and its user integration functionality, training all staff in relation to key interfaces.Engage markets and establish product release and cascade accordingly amongst forecasting team in order to effectively anticipate spikes in volumes.Created scripts and implement across the centre which generated a uniformed approached when engaging customers with time savings per call witnessed. Show less Credit Risk Support - Underwrite credit card applications in line with sensible lending, KYC & AML policies.Manage strategic relocation of Manchester Call Centre into Southend, achieving a reduction of resource.Implemented innovative call centre flex model with back office staff multi-skilled in order to support call spikes and sustain AHT and call abandonment rate targets.Lead migration of work to offshore location with processes documented, stress test and version controlled prior to training master class deployed. This resulted in a sustained saving of 8FTE.Conduct KYC & AML audits, performing random sample checks monthly, documenting findings and presenting to board.Collate monthly MI and share with Operations, highlighting frequent offenders and required actions. Show less

  • Tesco Bank, ATM Operations Manager

    Oct 2013 - Apr 2015

  • Business Development Manager

    Jul 2011 - Oct 2013

  • UK Retail ATM Branch Service Delivery Manager

    Apr 2010 - Jul 2011

  • Scheduling/Real Time Analyst

    Jul 2008 - Apr 2010

  • Business Support Analyst

    Jan 2005 - Jul 2008
• 

  NatWest

  Apr 2015 - now

  I'm currently a Senior Facilities Manager who is responsible for NatWest Headquarters 250 Bishopsgate with my primary business function NatWest Markets. My current duties consist of delivering core service behaviours amongst my supply chain, leading soft service and R&M contracts across a GB Wide portfolio.This role enables me to utilise an eclectic skill set with risk and control, analytics, financial & people management a key ingredient in order to deliver a best in class service.Prior to my existing location I managed the high secure cash & coin product line, acting as the property interface with the business operation. Show less

  • Service Performance Manager

    Jun 2024 - now

  • Senior Facilities Manager

    Apr 2015 - Jun 2024