Julie Rose

• Effectively govern, steer, and lead the Complaints Department, accountable for processes and handling of customer complaints and ensure customers receive the best outcome and that all regulatory obligations are met.
• Responsible for the management of 39 complaints handlers responsible for the management, investigation and respond on all incoming customer complaints, on average receiving 350 customer calls and 150 online complaints logged, ensuring all legislative and regulatory timescales and requirements are met.
• Responsible for steering and management of complaints management and regulatory processes ensuring appropriate conduct, fair outcomes, root cause, trend, and insight analysis.
• Responsible for implementation and steering of agreed Target Operating Model within functional area.
• Responsible for Quality Assurance programmes and ensuring that the teams are completed DPA and meeting all regulatory requirements and any training needs identified are implemented.
• Responsible for implementation of transformational activities designed to improve the customer journey.
• Responsible for ensuring all Complaints that escalated to FOS or BVRLA are handled in a timely and professional manner and are resolved with the best outcome for the Customer and the business whilst ensuring costs are kept to a minimum.
• Governance and steering of SLAs and KPIs associated with all tasks undertaken within the Complaints function.
• Handover document and job description to be kept updated and all elements of SMCR responsibilities are conducted (including monthly 121's, team meetings, mandatory training etc)
• Ensure that there are no overdue Compliance Monitoring, Operational Risks, ICS Reviews / Control Tests, ICL's and Audit points monthly.
• Responsible for ensuring Process Review Cycle and documenting of work instructions are completed and updated.
• Delivered exceptional customer service by proactively listening to concerns and answering questions.
• Engaged with stakeholders to build relationships.
• Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
• Supported team by demonstrating respect and willingness to help.

• To deliver the vision of being the customers obvious choice ensuring Direct Sales supports new car sales and retention across all brands.
• Developing new business opportunities, process efficiencies, self-service developments, and true value through service across the End of Contract journey
• Lead, manage, and support the Direct Sales Manager; dealing with all Refinance opportunities from existing customers and managing Direct Sales opportunities to retain customers.
• Supporting the Manager to drive the team responsible for providing Direct Sales and refinance quotations to existing customers, converting quotations into proposals, and managing the proposal stage through to payout.
• Responsible for ensuring units and volume across all brands are achieved and exceeded where possible.
• Ensure all new business and refinance payout deals are completed within the relevant timeframe minimising impact on other operational areas and creating a smooth customer journey.
• Coaching, Disciplinary Line Management responsibilities for conduct and capability
• Review and analysis data for the monthly KPI's dashboard analysing and supplying the data to stakeholders, highlighting any areas of interest / focus.
• Management of all departmental KPI's, ensuring nonadherence to tolerances is remedied.
• Ensure that plans to support Business Continuity and Operational Resilience are created and maintained.
• Support the development of the Direct Sales strategy looking at future sales opportunities.
• Attending and preparing performance updates for committees and meetings
• Responsible for all department procedures ensuring these are kept up to date, documented in line with process landscape and communicated to relevant stakeholders.
• Responsible for ensuring any identified breaches are logged and any breaches occurring in this business area are seen through to closure in a timely manner.
• Applying customer insight, identify and lead implementation of changes to customer interactions and processes that enhance the delivery of premium customer experience and support Group Retention Targets

• Responsibility for providing commercial and operational support and advice to sales channels regarding new and retained business.
• Maximise productivity and ensure professional development to facilitate achievement of individual, team and business objectives.
• Ensure appropriate Sales Support processes and procedures are developed, maintained, and applied consistently across the Sales Support team.
• Drive continuous improvement within team.
• Ensure that the Sales Support team has sufficient understanding to provide information to the retailer / partner network and Sales team regarding current campaign information and updates.
• Ensure that the Sales Support team is compliant with legislation and best practice.
• Review and manage Sales Support team and individual performance.
• Monitoring and enhancing pro-actively ICS
• Identifying and mitigating AML and Financial Crime trends.
• Managing service provider relationships in alignment with Payout BAU Governance Analyst and CIC Governance
• Competence in discussing and aligning matters on Application Processing and Contract Implementation with relevant stakeholders.
• Overseeing and monitoring fraud and anti-money laundering checks with appropriate escalation to Compliance.
• Competence in providing a high standard of coaching, mentoring and in driving change.
• Competence in identify trends and opportunities where Sales Support could maximise business opportunities.
• Competence in developing strategic stakeholder relationships.
• Competence in progressing Sales Support consultants' growth by effective classroom and 1-2-1 training.
• Competence to act as a single point of contact to relevant internal and external stakeholders for Sales Support related matters.
• Competence in the ability to influence and contribute to projects both internally and with external providers.
• Competence in adherence to and application of FCA regulatory requirements impacting on application processing processes.

Competence in reviewing and implementing good corporate governance within Sales Support through the application of required guidelines and policies.

• § Competence in reviewing and implementing good corporate governance within Sales Support through the application of required guidelines and policies.