vicci watson

* Responsible for 7 staff, including appraisals, coaching, mentoring, performance and absence management * Assessed senior management on their framework adherence and reported on this to the exec team * Ensured local Framework Owners were equipped with the skills, tools and knowledge needed to manage and assess local framework adherence and escalating areas of concern/non-adherence through appropriate channels * Ensured mandatory framework principles and processes were implemented, embedded and enforced in a consistent manner across the accounts I worked on. * Provided technical support and expertise on all frameworks and related activities including root cause analysis, trend analysis and action planning to drive required improvements.

* Managed the complaint framework, acted as a key point of contact, key expert and took ownership of generic actions and continuous improvement focus * Designed and delivered root cause analysis training for Team Leaders and Overseers across two large accounts * Undertook thorough analysis of regulatory information in order to assess performance against requirements * Provided feedback, coaching and consultancy in complex areas, to Exec Members, Customer Service Managers and their teams * Demonstrated expert knowledge of relevant systems, processes and procedures * Provided a "value add" service in complaints discipline including project participation on regulatory and system developments * Acted as subject matter expert at client meetings

* Managed a team of 16 telephone consultants trained in Life and Pensions products * Performance managed team members including disciplinary action if necessary * Responsible (on a rota basis) for managing SLA achievement through detailed call monitoring * Recruited and monitored team members including quality, call statistics and sickness absence * Shared best practice with other Team Leaders and encouraged continuous improvement * Managed team behaviours to ensure that calls were answered within key performance indicators and that critical service levels were met at all times * Devised an incentive programme to improve individual consultant quality results over a 6 month period

* Ownership of Final Salary Pension Scheme for all Association staff * Liaised with third party administrators, managed relationship and ensured service level agreements were met * Dealt with day to day queries from members of staff regarding the pension scheme * Owned and managed production and issue of annual benefit statements * Attended Pension Trustee meetings * Wrote papers for the Pension Trustees and Corporate Management Team recommending changes to the scheme * Maintained knowledge of legislation and communicating any changes to the Corporate Management Team

* Planned and organised the workload of 12 Administrators and Technicians * Managed department help desk, implemented call handling and data protection training * Ensured the department complied with HR guidelines, compliance and data protection regulations and reported any breaches as appropriate * Investigated and resolved all complaints received on the department, acted as an escalation point for telephone calls when necessary * Produced and analysed daily, weekly and monthly management information reports * Dealt with queries regarding pension schemes from clients and team members, acted as an escalation point for more complex queries * Identified and implemented process improvements * Liaised with the outsourcer, internal and external customers * Maintained the integrity of the data held on our systems, ensuring regular audits were carried out and any amendments were completed in a timely manner

* Managed team of 15 Administrators and Technicians, prioritising workloads and ensuring the work was completed within the service level agreement * Ensured departmental compliance with HR guidelines and industry standards by maintaining relevant compliance training for team as well as myself * Acted as an escalation point for complaints and technical queries regarding schemes * Maintained the integrity of existing data and amended any incorrect information * Recruited and monitored team members including productivity, sickness absence and annual leave allowances * Shared best practice with other areas of the company and encouraged continuous improvement * Championed Flexible Benefits scheme * Owned department Risk Register, actively working to reduce and prevent risks * Managed and supported team through period of change when work transferred offshore

* Implementation, embedding and enforcement of 7 Operational Control Frameworks in a consistent manner (Complaints, Breaches, Quality, Training & Competence, Process & Procedures, Root Cause Analysis and Treating Customers Fairly) across the UK and international operations * Manage the timely reporting and scrutiny of all framework MI * Oversee the recruitment, management and development of framework owners and team leaders * Liaise with Business Partners to clarify regulatory matters * Identify and promote changes to the frameworks, providing support and guidance for any resultant changes to be implemented in the operation * Ensure appropriate framework oversight for business projects, business process re-engineering, change control and remedial activities