Rich Payne
Customer Operations Manager @Swinton Group
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WORK HISTORY
Customer Operations Manager @Swinton Group
manchester, GB
Team ManagementSupervisory and disciplinary responsibility for a fluctuating team of between 10 & 20 staff including coaching and development; performance management and appraisal, rewards and recognition.Assessing team response to ensure validity of work is not compromised and continues to add value, acting in advisory capacity on customer service best practice to ensure continuous improvement.Regularly evaluating staff performance on a daily and monthly basis to identify and resolve gaps in current skill set, devising and delivering staff training and development, e.g. 1:1 consultations, role plays and team training sessions. Risk ManagementEnsuring the team adhere to data protection, FSA regulations, Consumer Credit Act, company Lending Policy, Anti-Money Laundering and KYC requirements, Ensuring staff are updated with changes that may affect the company working practices by positively communicating changes to company policies, regulations and legislative guidelines.
SKILLS
ABOUT RICH PAYNE
An accomplished operations manager with 17 year\'s experience in the financial sector, I have a proven track record of delivering exceptional results, enhancing people engagement and elevating customer experience. As an influential leader, who can direct large teams, my expertise lies in optimising operational efficiency, fostering team collaboration and implementing strategic initiatives that drive business growth.
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