Andrew Matthews
Syston,Leicestershire
Summary
Dynamic professional skilled in delivering results, effective communication, and team management. Exceptional in customer service and talent development through strategic planning and motivation. Proven track record in timely project delivery and performance management, fostering a high-performance culture through strong delegation and decision-making. Adept at supervision with excellent organizational and time management skills, focused on driving success in leadership roles.
Overview
37
37
years of professional experience
1
1
Certification
Work history
Project Manager
TSYS Managed Services EMEA
2021.09 - 2026.01
- Manage the execution of changes / projects in accordance with the business project methodology
- Define change / project resources, action/delivery plans, performance reviews and post implementation evaluations
- Take ownership of a set of changes / projects. Monitor progress and performance against project plans and requirements / objectives
- Chair calls/meetings with impacted stakeholders and the client. Facilitate workshops to boost stakeholder engagement
- Ensure all relevant change / project documentation meets compliance and business requirements and is available for future audit
- Delivered an average of 100+ small/medium sized systematic, telephony, regulatory, procedural and client access changes / projects each year
- On a monthly basis created team reports/updates on changes/projects in flight for the Joint Risk, Business and Service Review forums held with the client
- 100% audit pass rate for project/change documentation
Customer Service Team Manager
TSYS Managed Services EMEA
2013.09 - 2021.09
- Ensure all service levels and business targets are consistently delivered
- Manage staff performance via regular discussions and the fair and consistent application of performance and disciplinary measures
- Identify future potential leaders; support coaching and mentor them via succession plans
- Ensure that performance reporting via in-house MI systems is accurate and timely
- Team consistently achieved customer satisfaction scores above departmental average
- All line management, compliance and quality monitoring activities delivered within set timescales
- Identified a number of potential future team leaders, with two raising to Operation Manager positions
- Short listed several times for employee of the year, runner-up in 2014. Winner of several in-house monthly awards
Team Leader (FLM), Birmingham & Leicester Securities Centres
Lloyds Bank PLC
2007.01 - 2012.01
- Prepare and co-ordinate daily work allocation and ensure individual, team and centre service delivery and performance targets are achieved
- Prepare weekly reports to Senior Management on team / individual performance, service delivery and work volumes
- Implement new initiatives and undertake regular procedural reviews to drive service delivery improvements
- Seconded as Acting Operations Manager responsible for the service delivery and performance of 5 teams (75 staff)
- Implemented a series of changes to simplify a number of processes which reduce the average case working days from 33 to 18 days and improved team efficiency from c80% to c95%
- Supported the development and implementation of a re-structuring and service recovery plan for the Birmingham centre which delivered service improvement, reducing outstanding work volumes from c13,000 to c2,000 over a 3 month period and improved productivity from c50% to c75%
- Rated Exceeding / Outstanding in year end appraisals each year
Customer Service Officer, Leicester Commercial Service Centre
Lloyds Bank PLC
2001.01 - 2007.01
Personal Banking Manager, Leicester Personal Banking Dept
Lloyds Bank PLC
1999.01 - 2001.01
Leicester Service Centre / branch based
Lloyds Bank PLC
1989.01 - 1999.01
Education
HNC - Business Studies
Charles Keene College
LeicesterA-levels - Chemistry, Pure maths, Physics, Accountancy, Law, Economics
Gateshead8 GCE 'O' Levels - grade A-C, including Maths and English
Grainger Grammar School
Newcastle Upon TyneSkills
- Results delivery
- Effective communication
- Team management
- Customer service excellence
- Talent development
- Supervision
- Strategic planning
- Motivation techniques
- Timely delivery
- Performance management
- High-performance culture
- Delegation skills
- Decision-making ability
- Organizational skills
- Time management
Certification
- CIB Certificate in Financial Services Practice
- CIB Foundation in Banking
- City and Guilds Certificate in Customer Service
Affiliations
- Reading
- Football (fan)
- Gardening / DIY
Timeline
Project Manager
TSYS Managed Services EMEA
2021.09 - 2026.01
Customer Service Team Manager
TSYS Managed Services EMEA
2013.09 - 2021.09
Team Leader (FLM), Birmingham & Leicester Securities Centres
Lloyds Bank PLC
2007.01 - 2012.01
Customer Service Officer, Leicester Commercial Service Centre
Lloyds Bank PLC
2001.01 - 2007.01
Personal Banking Manager, Leicester Personal Banking Dept
Lloyds Bank PLC
1999.01 - 2001.01
Leicester Service Centre / branch based
Lloyds Bank PLC
1989.01 - 1999.01
HNC - Business Studies
Charles Keene College
A-levels - Chemistry, Pure maths, Physics, Accountancy, Law, Economics
8 GCE 'O' Levels - grade A-C, including Maths and English
Grainger Grammar School