Ashley Haigh

• Overseeing the day-to-day running of the Stock Settlement and Voting teams for Halifax Share Dealing, Lloyds Share Dealing and iWeb
• Conducted regular honest and open check-ins with the team to discuss performance, personal concerns and business updates
• Performing in the moment coaching and feedback sessions with colleagues which in turn led to a redesign of training and process guidelines
• Actively de-risking the business by adjusting our share certificate handling process and strengthening competency checks and introducing new risk controls across the teams to ensure greater oversight
• Implementing and overseeing overhaul to the voting process by transitioning from letters to emails: This change saved 35 hours per week FTE, approx £120,000.00 per year in postage and stationary costs and improved customer experience
• Translated senior management directives into actionable front-line policies and implemented changes with colleagues to further grow to business.
• Succession Planning - Supporting numerous team members as they have gone on to seek promotion, providing support with CV's, applications and interview technique. This year alone I've coached 2 team members and supported them to successful promotions
• Led start-to-finish recruitment for new starters to the business from job creation, conducting of interviews, onboarding through to initial training

Managed a team of 16 Contact Centre agents for Halifax Share Dealing, Lloyds Share Dealing and iWeb Share Dealing

• Redesigning and creating new colleague resources to assist with customer queries whilst on the phone
• Worked in collaboration with Group Analytics on a new project to develop a better understanding of call drivers and customer understanding using AI technology. This led to a close collaborative project with both our web development and customer communication teams to look to actively educate our customers about the Markets and our product offering. This work was reflected in a 18% call demand fall, a 26% complaints reduction and an average saving of 130 seconds AHT per colleague, per day
• Leading our NPS (Net Promoter Score) project and redesigning the whole process utilising Microsoft Power BI which allowed our senior leaders to receive up to date analytics on customer feedback

Taking several new induction groups through their initial introduction to the business and culture, training them on all aspects of financial markets and our product propositions that that they will need to know in order to be successful at their new role in our Contact Centre.

• Delivered classroom training of all the relevant material to a wide variety of new starters to the business, covering many different backgrounds and experience
• Coached on a one-to-one basis as colleagues took their first steps into the stockbroking industry and speaking directly to customers
• Onboarded colleagues with correct health and safety training for compliancy in the workplace

Working as a Contact Centre Agent for Halifax Share Dealing, Lloyds Share Dealing and iWeb Sharedealing. Taking inbound calls from customers in regards to a wide range of queries in regards to the stockmarket or their specific account

• Built positive customer rapport through friendly, professional communication.
• Having a wide ranging knowledge of Stock Market functions including corporate events, dividends, stock settlements, market making, MIFID and CASS Compliance, ISAs etc
• Floorwalking for other colleagues and taking over manager calls and resolving high level queries and complaints after 6 months experience

Working as a Premier Banking Agent for HSBC, fielding queries for HSBC's high nt worth customers

• Looking after over 20 accounts for high net worth customers, I would manage their transactions across numerous currencies and maintain a strong communication flow throughout to ensure they had full confidence throughout the process
• Liaising with various departments across HSBC including Mortgages, Lending and Investments to establish a seamless process for customers to maximise product take up