Ross Sangster

Experience

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  NatWest

  Jan 2002 - Jan 2003

  Financial Advisor

  National Westminster Bank: 2002 - 2003Financial advisor:• Qualified to FPC 3 level and fully competent at time of leaving.• Providing professional financial advice and achieving and exceeding sales targets associated with my role.• Managing various branches through training and supervision to maximise lead potential and sales.• Working and succeeding within one of the leading regional bancassurance teams in Britain.

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  BRITANNIC ASSURANCE PUBLIC LIMITED COMPANY

  Feb 2004 - Feb 2005

  Mortgage Endowment Complaint Analyst
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  Contracting within Cheltenham and Gloucester Building Society

  Feb 2005 - Jan 2006

  Complaints Assessor

  Contracting within Cheltenham & Gloucester: 2005 - 2006Endowment mortgage and banking complaints analyst: • Trained in mortgage, credit card and general banking complaint handling by Cheltenham & Gloucester.• Complaints handling, including redress calculations based on company and regulatory specifics.

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  Contracting within Halifax/Bank of Scotland

  Jan 2006 - Sept 2008

  Outcome Tester/Quality Assurance

  Contracting within Halifax/Bank of Scotland: 2006 - 2008Outcome Tester for life and critical illness policies, PPI and bank charges • Reviewing and signing off complaint handlers.• Created process and calculated redress on life and critical illness policies.• Ongoing reviewing, training and support of complaint handlers.• Development of the overall policy and guidance by daily communication with the senior management team and subsequent implementation of changes.• Meeting strict targets of case checks.• Stand in for Head of Operational Quality Assurance for all project streams. This meant I had overall responsibility for project quality, reporting of management information and meeting regulatory requirements.Mortgage endowment complaints analyst • Meeting strict targets of case quality and quantity.• Decision making on pre and post FSA endowment review cases. Show less

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  Contracting within Lloyds Banking Group

  Sept 2009 - Feb 2019

  Operations Manager: June 2015 - present• Supervising and developing both operational and outcome testing teams to productivity and quality standards. Teams covered complaints on various financial products, customer service, call handling and quality assurance.• Final decision making on fair customer outcomes for complex and executive complaints• Managing new entrants through training into full production• Compliance and audit. Call listening and quality review of teams under me (total approx 100 individuals)• Managing the expectations of the client through effective planning.• Understanding regulatory requirements and ensuring they are adhered to.• Analysis Management Information to identify areas of improvement.• Supporting continuous improvement.• Meeting challenges through targeted action planning. Show less Team Manager: 2010 – June 2015• Review and redress PPI work, life and critical Illness and general complaints covered.• Responsible for production targets of the team and quality requirements of the project.• Identified areas of need and developed processes for additional premium collection and litigation cases.• Maintaining training and competency records and continuous development of team members. Including call listening and quality review.• Designed the testing of new review guidelines and implemented it across the project.• Daily allocation of cases to all teams and breach management.• Daily risk analysis of team including data protection, confidentiality and security. Show less

  • Operations Manager

    Jun 2015 - Feb 2019

  • Team Manager

    Mar 2010 - Jun 2015

  • Outcome Tester/Quality Assurance

    Sept 2009 - Mar 2010
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  Capital One

  Aug 2019 - Oct 2023

  Manager of Customer Outcome Journey Testing<br>• Creating and implementing a Customer Outcome Testing Methodology and process. Including a focus on vulnerable customers on every test. <br>• Designing a Customer Outcome Testing Toolkit. <br>• Managing a team of Customer Outcome Testers to deliver impactful and timely testing to an agreed schedule. <br>• Completing testing on an ad hoc basis and in line with Conduct Risk Assessments linked to Consumer Duty. <br>• Providing feedback in reports and MI to business areas involved. Show less Quality Assurance Manager <br>• Supervising and developing a Statistical QA testing team to productivity and quality standards. The team covered UK Complaints, Service Ops, Fraud, PPI and Voice Analytics, split into 21 separate sub-workstreams. <br>• Overseeing calibrations and the Contrast List with offshore vendors, including producing an end of month Governance Pack. <br>• Managing and creating QA controls through business system of record. This involves design, creation and implementation of these controls, including any associated issues or actions. <br>• Representing QA in meetings with all levels of colleagues, including members of the Senior Leadership Team. <br>• Driving customer outcomes across a variety of mediums and in different scenarios. This is achieved for example, in calibrations with offshore, operational and process management and through driving continuous improvement from the checking and feedback we provide. <br>• Planning and implementing changes to QA samples with operational and process management. Show less

  • Customer Outcome Journey Testing Manager

    Jan 2022 - Oct 2023

  • Quality Assurance Manager

    Aug 2019 - Jan 2022
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  Newcastle Strategic Solutions

  Nov 2023 - now

  Customer Outcome Journey Testing Manager

  Managing team and process of Customer Outcome Journey Testing.Redesign of testing, and implementation of new process.