Ian Bancroft
Summary
Dynamic, dependable Senior Manager with 24 years experiences successfully leading large scaled customer operations with proven track record delivering exceptional customer experience.
Driven leader with strategic mindset and knack for improving operational workflows and building high performing teams.
Led multiple successful strategies, transforming underperforming operations and elevate processes and achieve outstanding results delivering top-tier customer satisfaction.
Overview
21
21
years of professional experience
Work history
Senior Vice President EMEA
The Bank of New York
Manchester
01.2022 - 12.2024
- EMEA VP BNY Third-Party Enterprise Risk Management Outsourcing operations.
- Lead global TPR operations across UK, EMEA, US, APAC, AMERICAS for increased efficiency and customer satisfaction.
- Oversee and steer digital services within risk ,control agenda for regulatory approval.
- Leading a highly efficient and effective regulated global framework, embedding a culture of success that delivers for customers, colleagues, stakeholders, clients, regulators and global communities.
- Deliver and present key KRI/KPI, reporting to Senior Directors
- Coordinated cross-functional teams for streamlined workflow processes.
- Notification and approval (SLA 100%)
- Bolstered client relations for increased customer satisfaction rates (98%).
- Introduced 4 innovative solutions with a focus on problem-solving and critical thinking
- Maintained high staff morale through effective leadership techniques.
- Built strong networks within industry, opening new avenues for collaboration.
- Pioneered digital transformation, automated aging process to improve overall operational efficiency
- Directed major restructuring effort; achieved leaner, more focused enterprise
- Built high-performance team 11 VPs delivering exceptional results consistently.
- Introduced metric-driven performance evaluations; fostered culture of accountability.
- Developed partnerships with key stakeholders for enhanced cooperation and mutual growth.
- Drove change management initiatives by creating effective communication strategies - built new KPI, metrics and reporting
- Improved corporate strategy by identifying and implementing key business initiatives.
- Cultivated inclusive work environment; promoted diversity at all organisational levels.
Vice President, EMEA
The Bank of New York
Manchester
01.2011 - 01.2022
- Directed large-scale operations, ensured smooth workflow processes
- Directed day-to-day work of (427 staff, 41 team) employees and motivated teams to exceed objectives.
- Ownership for Global Trade Transactions management, trade execution and monitoring across UK, EMEA, APAC, US and AMERICAS regions
- Fast paced environment, handling over 1000 assets/cash/FX transactions daily - millions $$ value
- Directed large-scale operations, ensured smooth workflow processes.
- Influenced regional strategies by guiding cross-functional teams.
- Developed streamlined processes for enhanced operational efficiency.
- Built high-performance teams to deliver exceptional results.
- Championed digital transformation initiatives for increased operational efficiency.
- Optimised financial results by overseeing budgeting and forecasting activities.
- Delivered 1.5 Million dollar operational saving across via continuity, resourcing, HC and process efficiencies, automation and staff development
- Drove customer satisfaction, implemented quality assurance measures
- Developed key operational initiatives to drive and maintain substantial business growth.
- Recruited and managed senior staff with focus on delivering clear results.
- Spearheaded strategic planning and decision-making processes aligning with mission and stakeholder interests
- EXCO leadership role - people/culture brand for MCR site - 2,700 employees
Head of Customer Operations UK
On the Beach
Manchester
01.2009 - 01.2011
- Recruited to Head Customer Operation
- Lead Contact centre - taking omnichannel approach managing inbound, outbound calls, live web chats, text messaging, messenger apps, email and social media
- Oversaw daily Customer Contact Centre - call centre for prompt customer service - 450,000 calls PY
- Directed and supervised front-of-house operations, upholding company standards (220 staff)
- Deliver and exceed customer expectations, managing queries, complaints
- Ensured minimal wait times by prioritising tasks effectively during peak hours - improved SLA by 18%
- Delivered exceptional service to increase customer loyalty - 21% rebooking growth
- Improved customer satisfaction by addressing and resolving complaints swiftly (98% TA)
- Devised strategies to improve customer engagement.
- Raised company reputation with high-quality customer care.
- Collaborated cross-functionally for seamless service delivery.
- Improved operational efficiency by identifying areas of improvement.
- Enhanced customer satisfaction by resolving complaints efficiently, inc. AHT by 25%
- Devised workflow improvements for quicker response times
- Adapted quickly to new software platforms for improved customer relationship management.
- Handled customer support queries daily, exceeding company target by 8%.
- Converted lapsed and due after-sales leads into bookings - contributing Total transaction value up 26.6% to £453.6m (£358.3m)
- Crafted campaigns using market understanding, consumer analysis
- Maximised media coverage through tactical planning and communications via social media
Head of Sales, Service, Retention UK
The Royal Bank of Scotland Group
Manchester
01.2004 - 01.2009
- Executed strategic plans to achieve organisational goals for CS at RBS.
- Lead Customer service operations - manage all customer interactions across all services, query management, resolving complaints.
- Managing product placement/processing
- Handling all customer queries and complaints - 900,000 calls handled PY.
- Managed 400 staff, driving performance with motivational strategies to exceed sales targets
- Cultivated a high-performing culture, resulting in employee satisfaction (95%) and retention.
- Maintained ownership of Bank product sales pipeline, sourcing and developing new business opportunities to drive sales.
- Directed 28 cross-functional teams towards achieving company objectives.
- Spearheaded training programmes to increase team skill levels and productivity
- Set ambitious targets/KPIS, sparking team motivation
- Achieved and exceeded sales targets in line with client growth across all products and services.
- Grew annual revenue by 11% with targeted sales and marketing strategy.
- Enhanced the company's reputation by focusing on exceptional customer journey management.
- Developed an effective training programme for new hires, improving overall performance.
- Championed use of advanced technology in services delivery process for more efficient and reliable solutions.
- Trained front-line staff extensively about product knowledge so they could answer queries promptly – resulted in reduced waiting times and higher satisfaction scores (94%).
- Worked closely with marketing to align promotional messages accurately reflecting actual customer experiences-led to more credible advertising campaigns.
Skills
- Global business acumen
- Inspirational communication
- Crisis resolution
- Executive decision-making
- Process optimisation techniques
- Leadership expertise
- Resilience under pressure
- Customer Service
- Project Management
- Regulatory compliance
- Change leadership
- Mentoring and coaching
- Data-driven decision-making
- KPI monitoring
- Financial acumen
- Exceptional communication
Timeline
Senior Vice President EMEA
The Bank of New York
01.2022 - 12.2024
Vice President, EMEA
The Bank of New York
01.2011 - 01.2022
Head of Customer Operations UK
On the Beach
01.2009 - 01.2011
Head of Sales, Service, Retention UK
The Royal Bank of Scotland Group
01.2004 - 01.2009
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