Jamie Bates

• Drove further improvements in complaint function, focusing on customer experience and departmental working practices within Vanquis Banking Group.
• Led changes to Root Cause Analysis framework and operating model, extending applicability of Complaint Handling Framework to all products, and revising multiple process documents across various complaint handling topics.
• Key role in risk and controls, reviewing business units' controls, descriptions, ratings, and evidence. Implemented practices to enhance control environment, including review of procedures and training.
• Initiated changes within Complaint Management System, introducing additional reporting and insight capabilities to harness complaint insights effectively. Altered redress processes, empowering colleagues to provide faster and fairer outcomes to customers, and enhanced system configuration to capture more data efficiently.
• Led a team while collaborating with cross-functional teams such as L&D, Operations, Quality, Risk, Compliance, and FOS, capturing SME insights to make proactive recommendations and drive effective change adoption.

• Spearheaded efforts to enhance working practices, focusing on expediting complaint resolutions, improving communication quality, standardizing redress processes, introducing new communication channels, and enhancing website content.
• Successfully implemented comprehensive changes, including new training programs, updated process documentation, website improvements, extended operating hours, adjustments to operating model, increased staff empowerment, and implementation of new letter templates and communication standards.
• Pioneered Complaint Operating Model, enabling customers to engage with more skilled colleagues for quicker resolutions and better outcomes. This initiative involved establishing new phone lines, providing internal guidance for frontline colleagues, and collaborating with frontline teams, with feedback loops and calibrations. Resulted in doubling of complaints resolved within 3 and 14-day metrics.
• Effectively managed challenge of balancing high volumes of workstreams across multiple sites through strategic prioritization and delegation within the team.

• Developed and gained approval for the QA framework, methodology, governance, and documentation in collaboration with another Senior QA
• Led accreditation and ongoing oversight of complaint handlers, ensuring compliance with QA standards
• Established and managed a QA database, generating MI reports, and adapting checks based on risk assessments
• Introduced QA processes to enhance customer outcomes and experiences
• Interacted with stakeholders from Risk, Compliance, Legal, and Head of Complaints
• Proactively communicated trends and solutions to colleagues to improve customer outcomes and experiences

• Completed and oversaw QA on highly successful project that delivered 3000+ reduction in Irresponsible Lending Complaints
• Responsible for introducing and monitoring new testing approaches that improved Quality scores by 15%
• Designed and implemented new QA database, remaining responsible for weekly MI reports and operational updates
• Delivered report on current / future state of complaint and QA framework, highlighting risks, opportunities, and improvements

• Evaluated and provided feedback on Irresponsible Lending project where team quality improved by 22%.
• Assessed Bureau Data, payment histories, and affordability calculations, delivering comprehensive guidance on corrective actions whilst managing remediation within SLA
• Oversaw redress, amendments to outstanding balances, corrections to Credit Files, and debt repurchased from 3rd parties

• Responsible for accreditation and Quality Assurance of 70 FTE across: Credit Card, Business, Fraud, Risk Closure, and Disputes
• Worked as part of QA team to deliver over: 14,000 DISP checks, 4,950 tailored checks, 3,000 FRL reviews, and 750 full case reviews
• Ensured all colleagues were tested in line with operational framework. Provided feedback and tailored testing following Risk assessments
• Created and managed analysis for: complaint trends, production, quality, and process gaps. Presented this to stakeholders throughout business in monthly reports, calls, and presentations

• Designed and maintained databases for Complaint Handlers' development and risk assessment.
• Led calibration sessions with cross-departmental working groups for precedent-setting cases.
• Conducted review sessions for complex redress cases, ensuring accurate calculations and fairness.
• Performed call and file reviews across various complaint categories, providing feedback to enhance customer outcomes and service standards.

• Handled complaints across General Banking, Fraud, Collections, and Lending whilst received quality scores of >98%
• Dealt with complaints linked to large scale data migration issue and provided feedback on areas of concern to Change Team

Analysis and Continuous Improvement

• Created databases for root cause analysis of complaints and generated reports, driving improvements in areas such as Online Banking, Debit Cards, and Regular Payments
• Led working groups to reduce complaints and enhance process mapping, contributing to improvements in Online Banking, including Artificial Intelligence Chats
• Introduced standardised approaches, following DMAIC cycle, that reduced processing time by 20% and improved quality
• Created dashboards and analysis tools for leadership teams based on KPIs, facilitating data-driven decision-making

Coach and Quality Assurance

• Carried out testing to ensure high standards were maintained and provided side by side coaching to c.100+ colleagues
• Created and presented training to large groups of new joiners and existing colleagues, dramatically improving their capabilities c.200+

Team Manager

• Supervised, supported, and coached teams of 20, optimizing efficiency and driving fair outcomes, particularly in incident projects requiring time critical process design

Complaint Handler

• Consistently achieved 100% QA across Personal, Business, Chief Exec, and FOS complaints. Was also given responsibility of managing queues of most complex or aged cases with high visibility and risk

• Top performer, liaising with policy holders, specialist consultants, and construction companies whilst handling; investigations (including fraud), authorising repair works, cash settlements, and arranging alternative accommodation

• Part of Sprint team focused on using customer insights to change customer contact strategy (improved contact by 10%) and internal comms (resulting in 4% NPS increase)