Andy Galbraith

Experience

• 

  First Direct

  Jun 2002 - Jul 2012

  Team Manager

  • I was responsible for the support, motivation and management of a team which ranged between 10-15 sales & service representatives, targeted on sales performance, call quality and efficiency.• Using my excellent influencing skills, I would inspire my team to achieve and exceed challenging sales targets set by the business by selling to customer need and making full use of the TGROW coaching model and SMART objectives processes.• I managed attendance and underperformance with a measurable support structure including intensive coaching and training, objective setting and where required, disciplinary procedures in line with HR guidelines. I would also ensure that underlying personal issues and external factors are taken into account fairly and sensitively.• I would plan and conduct team meetings, sales briefs and presentations to promote regular, productive communication. This meant active participation from peers and direct reports to produce an environment where best practice was regularly shared.• I would consistently monitor call quality and compliance ensuring individuals adhered to the bank’s responsibility as a lender as well as meeting our obligations to treat customers fairly. Show less

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  Prudential Assurance

  Jul 2012 - May 2022

  Customer Service Leader

  • I was responsible for the performance of Prudential’s annuities contact centre in Craigforth, Stirling with the primary objective of delivering high quality, efficient service to policyholders, financial advisors and internal callers.• Since joining the department, my focus was to add vitality to a traditional environment and build a modern, customer-focussed culture. I have placed an emphasis on collaboration and versatility to allow a more holistic customer view which has been reflected in both our colleague and customer engagement results.• I pioneered the transformation of our QA framework which has added a soft skills dimension allowing the assessment of both regulatory requirements and true customer impact and championed a new soft skills training programme to work in tandem with this.• I pursued a policy of multi-skilling, increasing versatility, productivity and engagement while reducing our customer waiting times and operational FTE requirement. This saving allowed me to channel budget into coaching and training resource thereby further improving quality.• I managed the company’s relationship with the Customer Contact Association (CCA) and successfully led us to retain our CCA Global Standard in Customer Service for several years. Show less

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  M&G plc

  Oct 2019 - now

  HR Knowledge Manager

  I'm a Knowledge Manager for M&G plc where I'm responsible for curating the company's Human Resources knowledge library which includes our HR policies, processes and technical guides. My role involves keeping our knowledge articles up-to-date, and making sure they are engaging and accessible to a number of audiences across our global business. Working in the ServiceNow platform my experience includes:- creating engaging articles containing a range of media- maintaining articles via a review and retention schedule- reporting and insights for knowledge usage- correlating knowledge use with case creation- stakeholder managementMy role also extends to internal HR communications including article copywriting and publishing on internal comms channels. Show less