Kristopher Kibble
Manchester
Summary
Highly focused and driven professional with over 16 years’ experience working to targets in the Finance and Insolvency sector, driving new process and initiatives. Critically minded, motivated and an eager learner I possess a keen interest in problem solving in order to drive change initiatives. Demonstrable success coordinating various small and medium scale banking projects to schedule, specifically in the development, documentation and delivery of process innovations driving business goals. Actively seeking a new challenges which will enable me to capitalise on my experience and with opportunities for professional growth.
Overview
1
1
Certification
5
5
years of post-secondary education
19
19
years of professional experience
Work history
Quality Assurance Team Leader
Bright Money Group
2024.09 - 2026.08
- My current role as Quality Assurance team leader is multifaceted. My day to day tasks include but are not limited to reviewing completed scorecards for many processes, completed by Quality Assurance Associates, checking for accuracy and detail. I delegate team workload from monthly trackers that I have built, ensuring call volumes are adequate. I perform feedback sessions for sales agents who are performing poorly, delivering 121 sessions, disciplinary procedures and welcome sessions for new starters. My background in FCA regulated business have given me in-depth knowledge of the FCA handbook, covering PRIN, MCOBS, DISP & CONC rulings – this has role allowed me to utilise this knowledge and apply it in a practical manner when creating new processes and updating policies.
- On starting at BMG there was no QA function so I have developed it from the ground up, implementing new scripts, AI functionality for marking calls and developing interdepartmental relationships, strengthening compliance through a myriad of training sessions that are ongoing. I have director stakeholder management skills that hold me in high regard to the business, and continue to develop my skill sets by taking on new challenges, such as policy writing/reviews and consultancy management.
- My department is integral to the running and safeguarding of BMG’s FCA license, and I implement the FCA guidelines with accuracy throughout all processes and procedures I have a hand in.
- I currently look after 4 areas of the business with my team and I am solely responsible for complaints investigations, reporting to the complaints manager, managing director, head of operations and head of compliance on my findings.
Quality Assurance & Compliance Officer
The Insolvency Group
2024.07 - 2024.09
- My role is to support the Compliance Manager in a variety of monitoring activities and reporting to provide assurance to key stakeholders that the business is operating in line with regulatory and internal standards. The role involves at least 75% of the day monitoring calls but is not limited to carrying out case reviews, monitoring AML and KYC compliance and other AD HOC tasks when required. The compliance Team has an oversight of the full end to end customer journey, and I provide have exposure to each stage from pre-appointment, to supervisory, through to completion. My main responsibilities were:
- Complete call assessments of various stages of the customer journey
- Monitor and report on agent activity to ensure AML verification and due diligence has been correctly achieved.
- Provide constructive feedback to my line manager and agents to celebrate success and highlight areas for improvement and achieve compliance with regulatory and business standards. Produce quality data for the monthly reporting for the Compliance Manager and Senior Management Team.
Quality Assurance Performance Coach
Bridgewater Finance
2023.07 - 2024.06
- As a quality assurance performance coach my role is to analyse and critically evaluate our lead generators inbound calls for compliance, KYC and sales acumen. I would use a scorecard to grade the calls in a fail/partial/pass format for each section of the calls, then feed this information back to the advisor in question. I would be specifically looking out for the sales nuance of the call, seeing if the advisor truly understood the client’s aspirations, goals and how we could cohesively help them achieve them. I would offer feedback in multiple different ways, either by side by side going through the scorecard in detail, overarching comments, roleplays and asking the advisor directly how they feel they would learn the best for future.
Specialist Debt Advisor
Money Wellness Group
2023.02 - 2023.07
- Accredited through the National Debtline with a MaPS accreditation I was debt management specialist, delivering insolvency solutions to the public. As Money Wellness Group was now government funded it allowed us to deliver the solutions fee free, and able to offer impartial non-bias insolvency solutions. I would take inbound calls, fully try and understand the clients circumstances, run through their debts with them, go through a detailed income and expenditure form, offer a debt solution and put them forward for it.
Health Care Consultant
BUPA
2022.10 - 2023.02
- My role was to take primarily inbound calls from customers who are interested in taking out Private Medical Insurance policies. I am to guide the customers through our product selections within our policies and find them the right level of cover for their care. I aimed to deliver excellent customer service whilst remaining empathetic to the customers needs, whilst switching seamlessly between multiple systems to complete my task. This is a target driven role of which I have to adhere to a sales target whilst also ensuring 100% quality outcomes for each call.
- Excellent time keeping, monitoring of calls, adhering to quality and having the customer at the heart of each conversation is my main aim whilst also trying to go above and beyond sales targets.
Customer Service Support Analyst
Aldermore Bank
2021.07 - 2022.10
- Works closely with the new business and in-life teams, supporting with the delivery of system and process enhancements as they continue to identify opportunities to improve the customer journey. Supports with the smooth transition of regulatory changes and policy amendments by ensuring the system is sufficiently tested for operational transactions, with standard operating procedures updated to reflect the changes. Heavily involved in the end to end technical support of the Customer Service department by analysing, tracking and resolving system issues and working with all operations teams in identifying and improving MI data.
Data MI Developer
Co-Operative bank
2019.10 - 2021.06
- Develops new reporting solutions and enhances existing reports across bank areas.
- Leads simple to medium developments, keeping solution design fit for purpose.
- Maintains and improves reports using SAS DI Studio, SAS Enterprise Guide, Excel.
Financial Support Project Lead & Advocate
Co-Operative Bank
2016.11 - 2019.10
- Implemented debt management proposals and created debt relief for customers in hardship.
- Led new initiatives to improve the business area and meet KPIs.
- Built mainframes and tools for advocates to prevent authentication breaches and delays.
Customer Service Advocate
Co-operative Bank
2015.10 - 2016.10
Customer Service Representative
Kelly Services Post Office
2010.03 - 2015.10
Assembly Operative
Tamlite Louvers
2009.08 - 2009.11
Third Party Logistics Operative
Ministry Of Defence
2008.06 - 2009.08
Childcare Tax Administrator
RSM Bentley Jennison
2007.11 - 2008.05
Education
High School Diploma - English A, Maths C, Science DOUBLE C, French C, Business DOUBLE C, Art C, ICT B
Ercall Wood Technology College
Telford 2001.01 - 2006.01
Skills
- Proficient in SAS DI Studio and Enterprise Guide, First Vision
- Computer Skills: Intermediate MS Office including Microsoft Word and Excel
- AI prompt skills
- Level 2 Gym Instructor
- Level 3 Personal Trainer
References
Available upon request.
Interests
Fitness - A lover of fitness and leading an active and healthy lifestyle. I treat my body with the same respect and enthusiasm as I do in working situations and strive to be the best I can be., Music - I love to play musical instruments and have done for 22 years. I play guitar but also enjoy bass and piano.
Affiliations
- Musical instruments
- Gym
- Criminology and Psychology
- Film Fanatic
Certification
- MAPs accreditation in insolvency and debt advice
- Gym Instructor Level 2
- Personal Trainer Level 3
Timeline
Quality Assurance Team Leader
Bright Money Group
2024.09 - 2026.08
Quality Assurance & Compliance Officer
The Insolvency Group
2024.07 - 2024.09
Quality Assurance Performance Coach
Bridgewater Finance
2023.07 - 2024.06
Specialist Debt Advisor
Money Wellness Group
2023.02 - 2023.07
Health Care Consultant
BUPA
2022.10 - 2023.02
Customer Service Support Analyst
Aldermore Bank
2021.07 - 2022.10
Data MI Developer
Co-Operative bank
2019.10 - 2021.06
Financial Support Project Lead & Advocate
Co-Operative Bank
2016.11 - 2019.10
Customer Service Advocate
Co-operative Bank
2015.10 - 2016.10
Customer Service Representative
Kelly Services Post Office
2010.03 - 2015.10
Assembly Operative
Tamlite Louvers
2009.08 - 2009.11
Third Party Logistics Operative
Ministry Of Defence
2008.06 - 2009.08
Childcare Tax Administrator
RSM Bentley Jennison
2007.11 - 2008.05
High School Diploma - English A, Maths C, Science DOUBLE C, French C, Business DOUBLE C, Art C, ICT B
Ercall Wood Technology College
2001.01 - 2006.01