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Senior Manager - Financial Services

Senior Manager - Financial Services

Work Experience

A Senior Manager with 25 years experience in Financial Services running Client Servicing Departments (up to 120 staff) and strategic business projects. Plays a central role in formulating new initiatives and improving processes, and has a sound capacity to reason to ensure concepts and ideas are turned into real objectives. Pragmatic in assessing business propositions in line with corporate strategies.

Personable and interpersonally effective, with good skills in networking. Being a highly emotionally controlled individual, is able to work under extreme pressure.

Career Details:

Senior Mgr(2000 - 2002)
Responsible for developing strategies and infrastructures to manage data and business process recovery. Provided consultancy to strategic business and IT projects and represented the Scottish Widows Group on the Lloyds TSB Customer Data Control Group and Data Sharing Group Steering Committees. Operated within a budget of £200k pa and developed a team of 4 technical experts.

Main achievements:
Improved the level of awareness of the 1998 Data Protection Act throughout the company to minimise the risk of non-compliance.
Recognised as the data management expert within Scottish Widows and developed and implemented plans to minimise the risk of poor quality data adversely affecting processes, projects and systems.
Achieved a 5% improvement in data quality during 2001 to improve customer service and minimise reputational and financial risks.
Completed 20k manual data corrections in 3 months as part of Scottish Widows Demutualistion to ensure accurate windfall payments were made to customers.
Developed and implemented the process for identifying, analysing and resolving data quality issues to maximise the use of customer data in CRM activity.
Improved the business recovery process to give the Executive confidence that the company could recover processes in a timely and controlled way.
Developed the role of Emergency Operations Manager for Disaster Recovery.

Corporate Data Manager (1996 - 1999)
Responsible for supporting strategic projects and for researching, formulating and presenting to the Executive proposals on the strategy and infrastructure to manage and promote the benefits of data quality across the Group. Operated within a budget of £100k pa, supported by an IT Data Architect and external consultants.

Main achievements:
Obtained approval from the Executive to develop the data management strategy.
Developed measures to give the Executive a monthly data quality summary.
Migration of 180k policy records from Scottish Equitable by developing and implementing a Data Migration Data Quality Plan.

Client Servicing Manager (1990 - 1995)
Responsible for formulating and delivering plans for Client Servicing departments to meet service standards, customer expectations, compliance requirements and budgetary requirements. Reviewed and changed department procedures to achieve process improvements. Managed staff through change (downsizing) and coached senior staff. Managed budgets up to £1.2m pa, supported by up to 120 staff.

Main achievements:
Achieved service standards agreed with IFAs and policyholders
Achieved a 10% improvement in productivity through more efficient work processes and quality controls, and maintained low staff turnover (2%).
Led the team through the down-sizing of Scottish Widows.

Assistant Client Servicing Mgr (1976 - 1989)
Responsible for developing department plans / budgets, monitoring and reporting progress against plan and budget variances, and training new recruits .

Main achievements:
Developed with external consultants and implemented radically different processes to improve service, reduce costs and monitor performance.


Education

George Heriots School, Edinburgh (1963-1973).
Edinburgh University (1973-1975)



Skills

Delivering business results * Developing strategies * Managing change * Influencing * Leading & developing people * Team working * Self motivation * Managing customer relationships * Using information effectively * Planning & control * Decision making * Innovative problem solving * Attention to detail * Providing excellent customer service.

Languages

English and French

Other

Chairman of George Heriots After-School Club Committee from 1997-1999
Member of George Heriots Rugby Club and Private Sports Club

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