Thomas Dale

Background

About Thomas Dale

Experienced Manager with a demonstrated history of working in the banking industry. Skilled in Analytical Skills, Complaint Management, Communication, Customer Relationship Management (CRM), and Management. Strong professional with a Higher National Diploma focused in Graphic Deaign from Cleveland college of art and design. To proactively develop, build and maintain flexible working partnerships in order to ensure the effective operation of the team and its contribution to the business area. To recruit, lead, develop and manage a team to ensure that the people are both skilled and motivated to deliver quality performance that maximises service delivery To achieve planned business results, including cost control, through effective resource and business management, workflow evaluation, compliance with corporate standards, procedures, regulatory and legislative demands and cross-functional liaison. To achieve key metrics of quality, efficiency, comeback topple, FOS topple, acceptance, FCA reportable, utilisation. To be aware of root cause and the prevention of complaints and highlighting issues to the business To involve the team in the development of ideas which improve business performance and establish best practice; to share and promote practices to other business areas for adoption Coaching and encouraging the development of staff to achieve the required level of competence in order to achieve key metrics. I act as a reference point for all colleagues for technical and procedural matters. Organise and deliver new training packs Root cause analysis and process reviews, conducting full reviews of existing processes, how 2 Guides and Process Control Documentation to identify any gaps of area Improvement. Conducted tier 1.5 checks of Quality Assurance and RMCM models across a range of business areas, including, but not limited to Mortgage and Loans contact centre (MALO), GI, Switcher and Retentions, Complaints and Telephone Distribution (TD). Proactively sought to add value to the business by driving and implementing real time improvements, identifying gaps and trends, working with Business Manager’s / Operations Managers, Team Managers and Service Specialists to come to a productive and suitable solution. Produced and Reported on MI packs to the Business Areas, communicating effectively at a high level. Travelled across various sites to deliver new training material and supported new business arears with minimal support.