Umar Taylor

WORK HISTORY

EDUCATION

ABOUT UMAR TAYLOR

Complaints Manager | Motor Finance Commission Specialist | Lloyds Banking Leader in Customer Resolution & Regulatory Excellence** With **over a decade** at Lloyds Banking Group, I lead resolution of complex motor finance commission disputes, aligning outcomes with FCA regulations, customer-centric principles, and organisational objectives. Recognised for **designing and scaling** the bank’s motor commission claims framework, I collaborate with cross-functional teams, legal partners, and claims management firms to deliver fair, efficient, and compliant resolutions.**Core Complaints Management:** Leading end-to-end resolution of high-profile claims through rigorous investigation, empathetic communication, and adherence to FCA guidelines.**Process Innovation:** Architect of Lloyds’ motor commission claims process, integrating stakeholder insights to establish industry-adopted workflows.**Regulatory Compliance:** Ensuring alignment with FCA DISP rules and governance frameworks, balancing risk mitigation with customer rights.**Data-Driven Solutions:** Analysing multi-channel data (post, digital, telephony) to identify trends, reduce recurrence, and enhance service delivery—proactively managing cases during FCA guidance delays.**Stakeholder Collaboration:** Partnering with Legal, Operations, Sales, and external entities (solicitors, claims firms, dealerships) to resolve systemic issues.**Career Vision:** Driving industry-wide innovation in complaints management and customer experience, I seek strategic collaborations to advance process optimisation and regulatory excellence.**Skills:** FCA Compliance | Motor Finance Dispute Resolution | Process Optimisation | Cross-Functional Leadership | Stakeholder Engagement **Let’s Connect:** Open to discussions on advancing best practices in financial services, motor finance, or regulatory compliance.#ComplaintsManagement #MotorFinance #RegulatoryCompliance #FinancialServices #ProcessExcellence