Steven Cunningham

• Delivered governance support and oversight of Customer Care Operations of c.700 people across UK, South Africa, and India.
• Compiled monthly FS Board and Executive Committee reports on behalf of Head of Customer Care.
• Managed Complaints Root Cause Analysis team, prioritising analysis using Power BI dashboards and Six SIGMA triggers using data to interpret data from c.60,000 complaints annually
• Supported monthly complaints governance reporting to enhance operational insights.

Accountable for Customer Care's global operational governance, across UK, SA and India operations, ensuring that:

• All first line areas have appropriate control activity in place, and that it is carried out in line with policy and process; reporting on any anomalies or failures to carry out this activity
• Clearly documented Issues Management process is maintained to track and remedy control failures, across all Customer Care activities globally.
• Process owners (heads of department) maintain ‘Minimum Controls Standards' at all times.
• In addition to operational governance responsibilities, also responsible for creating and maintaining change governance frameworks, to triage and track all Customer Care change globally.
• This covers all change from training colleagues through to overseeing delivery of technical changes implemented across contact centre estates in the UK, India and South Africa

• Managing 10 specialists providing 1st line Assurance on FS complaints within escalated FS Complaint Handling Function and across wider Very Group estate
• Design, implement and maintain control frameworks across all regulated work streams
• Co-lead on implementation of complaints management system upgrade project (including design, build and rollout)
• Arrange and host Steering Meetings with FS Board members to ensure any policy positions on regulatory change impacting FS Complaints have been documented
• Development of relevant Quality Frameworks to measure fair customer outcomes are being achieved
• Complete and maintain Business Impact Assessment as Business Continuity Manager for Customer Excellence across multiple sites