steven page

* Set up and managed Complex Card Fraud in Edinburgh. Made accurate decisions on every Customer liability case whilst adhering to internal and external controls, enhancing the HSBC brand. * Proactively planned and organised daily workloads and prioritised work across all Premier Fraud sites which resulted in departmental targets being constantly achieved. * Managed a multi-skilled team to combat Card Fraud whilst always achieving Fraud loss objectives. * Personally owned Complex enquiries, taking ownership which built and maintained internal Fraud and Premier Relationships with Relationship Managers worldwide with excellent feedback constantly received.. * Excellent customer service skills, personally owning internal and customer escalations resulting in customers further investing in HSBC. * Site coordinator for several projects, identifying new procedures, service managing all training on succesfull projects. * High degree of accuracy, only 1 of 2 individuals on site with 100% call consistency this year and 100% consistent last year.

* Managed teams of up to 80 new delegates, providing training and coaching to successfully implement them into Premier roles. * Provided timely feedback, planned and organised individual and group refresher sessions tailored to develop individuals. * Owned daily buzz meetings, motivating and delivering important messages for the business. * Ensured daily audit checks conducted and produce MI using excel and work packages. * Built relationships with Recruitment teams and Learning and Development which resulted in continual improvements in the HSBC Premier introduction to the bank. * Trained and coached Sales techniques to every Academy team and individual which enabled them to achieve and exceed their Sales targets.

“Security Champion” for Edinburgh CSC. Proposed and negotiated the implementation of a Security Audit. Used initiative and identified the incorrect execution of Security questions and pro-actively resolved the issues by managing individual training refreshers and continuous monitoring. Sales and Service (SAS) Team Leader. Pulled MI on Sales, AHT, Errors and Call Quality. Managed a Team of Coaches and provided motivation, coaching and development to Telephone Banking representatives which resulted in reduced errors and a 500% increase in Sales. Assisted in setting up new site for HSBC, running their Training Academy and rolling out Sales techniques which resulted in significant improvements in performance.

* Pro-actively managed a revolving team of New Recruits with a turnaround every 2 weeks. * Implemented the remaining training required within tight timescales, whilst coaching Handling Times and Sales to meet Standard Line to successfully develop them into specialist queues. * Introduced new Sales techniques to the benefit of the centre and customers alike. * Designed and managed individuals development plans and conducted monthly appraisals. * Seconded to a new outsourced site to progress and develop the performance of the site. Initiated standards of Sales and Service in association with senior management. Entrusted with enthusing all grades of staff. * Managed attendance and disciplinary action adhering to strict Human Resources guidelines.

* Managed risk by monitoring Compliance calls, producing quality reports whilst feeding back findings ensuring FSA requirements are met. The only Development Officer 100%consistent on Compliance calls. * Identified individual and departmental coaching needs using performance M.I. then designed and delivered coaching sessions which resulted in increased performance and Customer Service. * Turned Premier Manager’s underperformance into success. * Drove Sales performance resulting in constant improvements and targets exceeded. * Updated individual staff files adhering to internal and external controls.