Andy Davies

Experience

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  Legal & General

  Mar 2009 - Aug 2009

  Customer Service Representative
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  Lloyds Banking Group

  Sept 2009 - May 2010

  Complaints Handler
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  Financial Ombudsman Service

  May 2010 - Feb 2021

  Responsibility for recruitment, accreditation performance management and workflow in the contractor division at the FOS. Identifying, assessing and managing risks on projects, liaising with the key stakeholders to ensure that projects are delivered to the client's specification.Key achievements:• Successful recruitment of 300 contractors on a brand new site within a tight timeframe• Development and delivery of a new workflow request system for case handlers, improving the Customer Journey by reducing work wait times by half• Delivery of Microsoft Dynamics 365, Excel and Power BI dashboards for case handlers and management to improve performance• Delivery of a casework test environment for new staff, reducing risks to the business• Consulted on a business wide initiative with the business information development team to streamline reporting and to meet GDPR compliance• Designed the assessment and interview framework for contractor candidates. Trained andcoached managers for large scale interview projects, which helped reduce attritionfor new staff by 30%• Responsible for external audits relating to Accreditation, Recruitment and Workflow• Point of contact for technical queries from managers, investigators and adjudicators Show less Assessing, mediating and resolving general banking and insurance complaints between consumers and financial businesses in writing and over the phoneKey achievements:• Excelled in the role, consistently maintaining a 100% productivity and quality target, against my key objectives• Acting Manager in TM’s absence, reporting the team’s performance to senior management• Providing technical support and coaching to new staff• First team member from my intake to pass accreditation and join BAU Show less

  • Operations Manager (Talent Acquisition, Accreditation and Workflow)

    May 2015 - Feb 2021

  • Team Manager

    Jul 2011 - May 2015

  • Adjudicator

    May 2010 - Jul 2011
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  Analysts of London

  Apr 2019 - Mar 2020

  Training Consultant

  Product management and delivery of a solution to support Investigators and Adjudicators prioritise their caseloads. Application UI was based in Power BI from data derived from Microsoft Dynamics 365 using SQLKey achievements:• Successfully delivered the rollout of a case progression tool to over 2,000 staff, resulting in fewer case delays, and an increase in customer satisfaction score• The delivery resulted in a 95% user satisfaction score, during a CRM transition period• Facilitated regular feedback sessions with the testing and development teams to ensure delivery of a minimum viable product• Iterative development into a successful solution which was rolled out across the whole business Show less

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  PwC

  Feb 2021 - now

  • Senior Manager

    Jul 2023 - now

  • Independence Manager

    Feb 2021 - Jul 2023