Summary
Overview
Work history
Education
Skills
Custom
Timeline
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Amy Mcfadden

Larbert,Falkirk

Summary

A dynamic and results-driven leader with over 34 years of experience in the Financial Services Industry, recognized for award-winning leadership in Contact Centre and Back Office Operations. Expertise in driving customer-focused solutions, change management, continuous improvement, and operational risk management within highly regulated environments. Adept at leading large teams to deliver exceptional performance, fostering colleague development, and ensuring compliance while achieving business objectives.

Overview

14
14
years of professional experience

Work history

Head of Operation, Contact Centre

Standard Life Phoenix Diligenta
Edinburgh
10.2022 - 07.2025
  • Spearhead Contact Centre operations, leading a team of 300 colleagues to meet customer, regulatory, and commercial objectives. Service improved from 17% in SLA to over 90%.
  • Developed an engaged workforce through targeted training, succession planning, and fostering accountability. eNPS survey participation rate increased by 217% and score increased every quarter.
  • Implemented measures to identify and adapt to vulnerable customer needs, ensuring good outcomes. Journey Outcome scores exceed 97% and over 90% of customers rate service 4 or 5 out of 5.
  • Collaborated with senior leaders to execute company-wide transformation programs and telephony modernization initiatives. Created 18FTE capacity in 2024.
  • Strengthened stakeholder relationships by representing the company in governance meetings and strategic discussions

Business Manager, Front Office

Standard Life Phoenix Diligenta
01.2020 - 01.2022
  • Led manpower planning and recruitment strategies, reducing attrition and improving team productivity
  • Managed Contact Centre transformation, coordinating workshops, mitigating risks, and ensuring seamless transitions
  • Launched the Digital Triage team to enhance operational efficiency and support the company's digital strategy
  • Championed Experience and Efficiency Insights to identify improvement opportunities and implement actionable changes

Department Manager (Various Operational Areas)

Standard Life Phoenix Diligenta
01.2012 - 01.2020
  • Delivered tailored services to High Net Worth customers and large corporate clients, enhancing customer retention
  • Oversaw resource planning to maintain SLA adherence and operational efficiency within budget constraints
  • Introduced innovative solutions such as behavioural science integration and new workflow systems, boosting customer satisfaction scores above 91%
  • Built high-performing teams through recruitment, training, and leadership development initiatives

Education

HNC - Business Administration

HNC

Advanced Diploma - Administrative Management

SVQ

Intro to Securities and Investments, FSA FInancial -

CISI

Mental Health First Aider Accreditation -

NHS Scotland

ASIST Suicide Prevention Certification -

Choose Life

Skills

  • Leadership & People Management
  • Customer Experience
  • Change Management
  • Regulatory Compliance
  • Colleague Wellbeing
  • Continuous Improvement

Custom

  • Leadership Development: Franklin Covey's The Four Disciplines of Execution and The Speed of Trust
  • Operational Excellence: CCA Inspire Leadership Training | EEE Operational Excellence Training
  • Industry Engagement: Participated in CCA Industry sessions and award submissions.

Timeline

Head of Operation, Contact Centre

Standard Life Phoenix Diligenta
10.2022 - 07.2025

Business Manager, Front Office

Standard Life Phoenix Diligenta
01.2020 - 01.2022

Department Manager (Various Operational Areas)

Standard Life Phoenix Diligenta
01.2012 - 01.2020

HNC - Business Administration

HNC

Advanced Diploma - Administrative Management

SVQ

Intro to Securities and Investments, FSA FInancial -

CISI

Mental Health First Aider Accreditation -

NHS Scotland

ASIST Suicide Prevention Certification -

Choose Life

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