Scott Welsh

Background

About Scott Welsh

Over 20 years of progressive management experience in the banking and investment space. Currently responsible for protecting the bank by ensuring that our Contact Centre teams follow the regulatory requirements around conduct and sales practices and complaints. Manage all aspects of these requirements from a contact centre channel perspective. Extensive expertise in managing complex needs of high net worth individuals and corporate clients. Experience in managing all aspects of omni-channel contact centres including sales, work force management, compliance and day to day operations. A passionate people leader with a proven record in improving employee engagement. Successful coach with a focus on developing staff to help them excel in current roles while equipping them for future opportunities Proven results and leadership in change management. Successfully introduced many new initiatives, business line structures and sales and service methodologies driving enhanced business results. Adaptive to changing needs and environments. A focus on strong communication, demonstrating empathy and continuing to build relationships has consistently led to strong business and enhanced employee satisfaction results.