Jamie Lord
Colwyn Bay,Conwy
Summary
Experienced professional with over twenty years in the financial services industry. Excellent reputation for resolving problems and improving customer satisfaction. Offers flexible schedule to deliver on team goals. Results-driven, ambitious and competitive business leader focused on transformative leadership and continuous improvement to drive growth and maximise profits. Tenacious executive ready to take on challenging role, meet goals and surpass expectations. Successful manager equipped to plan, lead and optimise operations for changing landscape. Accomplished in delivering above-expected results while streamlining operations. Ambitious to affect change and bring results in new environment. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
21
21
years of professional experience
Work history
Director
JPL Cleaning Services Ltd
Colwyn Bay, Conwy
04.2023 - Current
- Owner of a property cleaning company which specialises in post renovation cleaning for local construction companies who work on behalf of the local council and housing associations in readiness for new tenants to move in
- Manage the cleaning project from start to end
- Scheduling in the works to meet cleaning project deadlines for the client
- Ensure high standards are met and kept for the cleans prior to handover to the end client.
- Led negotiations with vendors and suppliers, securing favourable terms.
- Formulated business plans to increase growth and minimise cost for company.
- Designed business strategies to obtain short and long-term goals for company.
- Championed customer-centric approach, enhancing overall service delivery and satisfaction.
- Spearheaded strategic planning initiatives, aligning organisational objectives with long-term goals.
- Established strong rapport with stakeholders to enhance business credibility.
- Put in place clear controls for financial administration and business management.
- Managed daily operations by overseeing financials, key performance indicators.
Senior Fraud Investigator – Administration
Huntswood (Contracting)
08.2021 - 02.2023
- Review documents received via email and attached the document to the relevant case
- Analyse and approve documents to allow the case to be released to the next stage
- Manage and approve insurance claims on devices
- Examine data and information related to fraudulent activity and develop reports and presentations that communicate the findings and recommendations to senior management.
- Updated case management system with accurate data to reflect investigation progress.
- Made recommendations to management on changes in procedures and processes to prevent future fraud incidents.
- Met investigation deadlines from start to finish.
- Compiled general ledger entries on short schedule with 100% accuracy.
Asset Manager Analyst and Project Coordinator – Health and Safety Executive
LA International (Contracting)
01.2021 - 07.2021
- Facilitated a programme of issuing and recalling devices and tracked their status throughout the asset lifecycle
- Ensured that the HSE's asset inventory was accurate and trustworthy
- Supported the incident, problem management, and request fulfilment processes by determining the best solution and preparing a response
- Actively contributed to the definition, establishment, and management of the HSE's asset management policies and processes to improve safety and optimise the usage and allocation of resources
- Handled assets and maintained compliance with licence and policy requirements
- Ensured that all assets identified by system, location, and user as well as met all audit requirements
- Administered the IT asset database and supported the configuration and maintenance of the CMDB in ServiceNow
- Analysed business processes, systems and data to identify opportunities for enhancement and efficiency.
- Applied strong analytical skills to translate business requirements into effective technical solutions.
- Worked closely with stakeholders to define key performance indicators (KPIs) and establish metrics for processes and projects.
- Investigate, contact and update details for users of over 20,000 devices that had not been correctly configured into CMDB.
- Coordinated contractors, consultants and stakeholders to deliver projects within time and budget targets.
- Identified risks and set out mitigation strategies, aiding progress towards company objectives.
- Analysed complex data sets and studied impacts on business growth and operational efficiency.
- Utilised data visualisation tools to generate and deliver compelling presentations fo internal an external stakeholders.
- Documented process flows and implemented requirements for functional improvements.
- Spearheaded risk assessments, identifying potential challenges and opportunities with key initiatives.
- Identified deviations from standard operating procedures, understanding causes and preventing reoccurrence .
- Resolved project-related issues promptly, preventing disruptions in workflow.
- Coordinated cross-functional teams to align project tasks with strategic objectives.
- Updated project documentation, providing accurate and accessible information for stakeholders.
Complaint Handler
Huntswood (Contracting)
12.2020 - 01.2021
- Managed complaints of irresponsible lending and responded to the customer and claims management companies with the outcome of the complaint
- Developed knowledge of financial services regulations and understanding of the complaint-handling process within the industry
- Processed compensation for those that had taken loans without appropriate evaluation and provided effective resolutions to meet the client's financial goals
- Tracked complaint trends and coordinated with other teams to identify and resolve systemic issues.
- Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
- Owned end-to-end complaint handling and resolution in line with established procedures.
- Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Handled in-person, email and mailed correspondence.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
QA Case Handler
Huntswood (Contracting)
08.2020 - 10.2020
- Examined secured loans for customers in financial difficulty and explained the forbearance options to drive positive outcomes
- Remediated accounts with redress through the internal redress calculator
- Prioritised and reviewed customer requests and assigned them to the appropriate team or individual for resolution.
- Performed investigation and resolution of issues to accurately determine underlying needs.
- Constantly exceeded productivity goals, managing up to five cases simultaneously.
- Handled all claims and communications within established service level agreements.
- Recorded detailed, accurate claim particulars for reliable case notes.
- Achieved positive claim outcomes through careful case management.
- Managed large client portfolio, prioritising claims in line with complexity and demand.
Asset and Project Coordinator (Temporary role)
Conwy County Council
07.2020 - 08.2020
- Provided comprehensive, efficient, and effective IT stores for the authority and purchased service for the IT&DT service
- Identified, controlled, reported, audited, and verified desktop IT equipment and other IT-related assets
- Ensured efficient and effective service management processes and delivered accurate information to support officers in informed decision-making
- Handled IT service assets through the service lifecycle from the point of delivery through to disposal
- Played a critical role in maintaining accurate and complete IT asset inventory to support operations
- Managed equipment, spare parts, cascades, and test equipment to optimise service assets and resources
- Controlled IT service assets and liaised with suppliers and other IT teams to stock, check, and store deliveries
- Maintained asset management records and provided information using MS Office and other software, including MS SMS, and Outlook Forms
- Led P2P and purchasing duties for IT&DT service and distributed a schedule of IT&DT annual re-charges to each service whilst also responding to initial queries raised
- Be single point of contact for the Covid hardware roll out to council employees who qualify for the devices and coordinate the hardware rollout through various departments within the council.
- Coordinated cross-functional teams to align project tasks with strategic objectives.
- Collaborated with project teams in gathering user requirements and developing project plans.
- Oversaw procurement process for project supplies, minimising delays and cost overruns.
Compliance Administrator
HCE Group
09.2019 - 06.2020
- Identified compliance safety, regulatory, and reputational risks and proposed solutions to mitigate them
- Conducted weekly reviews of bailiff's activities through the use of vehicle trackers and body cameras
- Ensured that all body camera footage was recorded correctly in relation to visits stated and daily logs
- Examined any HMCTS cases which closed to expire and assisted agents on their urgent visits
- Dealt with high court officers and ensured they followed Excel procedures when enforcing
- Created management reports on underperforming agents as well as responded to ad-hoc requests from agents' supervisors and management team.
- Met compliance targets and turnaround times, consistently achieving individual and team performance targets.
- Received and conveyed procedures, regulations and complex compliance information clearly.
- Reviewed, recorded and monitored Quality Review process.
- Developed clear communication channels with all departments to allow necessary support and information.
- Carried out reviews on files missing key documentation.
Outcome Testing Project - Collections
MBNA
01.2003 - 07.2019
- Performed outcome testing for all products across the Lloyds Banking Group to secure lending for those customers in CIFD (Customers in Financial Difficulty)
- Accountable for completing associate quality reviews across multiple lines of business (LOB)
- Analysed data and metrics to determine the effectiveness of the collections process
- Supported contact centre operations and collaborated with the specialist support team and financial support team to manage fraud, collections including SST & FST, as well as customer relations
- Ensured that the collections process was efficient and aligned with the organisation's goals and objectives.
- Maintained high standard of behaviour, attitude and appearance in line with guidelines.
- Demonstrated strong leadership skills when working in team of sixty.
Education
Online Courses
United KingdomSkills
- Financial Analysis & Guidance
- Client On-Boarding, Remediation
- Policies & Procedures Compliance
- Credit Payments & Collection
- Complaints Management
- Client Satisfaction & Engagement
- Compliance Administration
- Case/Claims Management
- Issues/Problem Resolution
- Customer service
- Business planning
- Staff development
- Business administration
- Data collection and analysis
- Revenue growth
Custom
- IEX TotalView
- Verint
- Respond Charter
- Experian, Equifax, Call Credit
- Experian Credit card application software
- NICE Workforce Management – Call Listening
- TSYS
- SeviceNow
Affiliations
- Committee member of the Northern Welsh Counties and Colwyn Canine Society
- Breeds and show Boxer dogs throughout the country
References
References available upon request.
Timeline
Director
JPL Cleaning Services Ltd
04.2023 - Current
Senior Fraud Investigator – Administration
Huntswood (Contracting)
08.2021 - 02.2023
Asset Manager Analyst and Project Coordinator – Health and Safety Executive
LA International (Contracting)
01.2021 - 07.2021
Complaint Handler
Huntswood (Contracting)
12.2020 - 01.2021
QA Case Handler
Huntswood (Contracting)
08.2020 - 10.2020
Asset and Project Coordinator (Temporary role)
Conwy County Council
07.2020 - 08.2020
Compliance Administrator
HCE Group
09.2019 - 06.2020
Outcome Testing Project - Collections
MBNA
01.2003 - 07.2019
Online Courses
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