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C.V 2016

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C.V 2016

  1. 1. Christopher McIntosh 100 SCALLOWAY ROAD GARTCOSH G69 8LH 07966 797267 Experienced, motivated and passionate Financial Services Team Executive and Outsourcer support Manager seeking move to strategic role entailing delivery of business goals through team of agents Strong track record in developing team members, leading & motivating teams of up to 12 across different departments to achieve goals with focus on client service excellence, innovative solutions, risk & cost management through creation of successful brand culture KEY SKILLS Management & Leadership Leading teams of up to 12 to deliver business goals, through creating pride and engagement in the team brand. Track record of developing new & existing agents and strong emphasis on authentic performance management Team Building Responsible for performance evaluations, corrective actions and creating a positive environment to achieve maximum results. Client Relations Laise with outsource managers to ensure teams achieve set targets. Ensure outsourcers are following standards and procedures set by client. Promote, encourage and maintain a unified and supportive team culture consistent with company values. Communication Articulate communicator with strong written & verbal skills; delivering messages effectively face to face, over telephone & video conferencing.. For example, chairing weekly outsource meetings with Reigate (head office) to report results and planning Drive for Results Organised & resilient, with strong analytical skills to ‘get it quickly’. Motivated by and focused on achievement of goals both for self and team. Identifying trends through call listening and complaints, allocating coaching time with follow up sessions to increase performance Problem Solving Curious & proactive problem solver, thrive on thinking on my feet to find solutions as much as facilitating others doing so. For example Outsourcer felt they required more FTE so I created & embedded a productivity tracking process that demonstrated they had capacity and where we could collaborate to improve performance curriculum vitae Page 1
  2. 2. Christopher McIntosh QUALIFICATIONS: HND Business Administration Langside College HNC Business Administration Langside College 5 Highers Woodfarm High 6 Standard Grades CAREER HISTORY: Esure Car & Home Insurance (Glasgow) Jan 2003 to present British Airways - Team member (Glasgow) Jan 2001 – Oct 2002 Remnant Kings - Warehouse supervisor (Glasgow) Sept 1998 – Dec 2000 Responsibilities as a team Executive: Management of 14 FTE Responsible for performance evaluations, corrective actions and personal issues of team members Identify trends and manage through communicate and coaching Motivate team/individuals Provide effective coaching to ensure quality customer journey and KPI’s are met Participate in the recruitment and selection of new employees Manage Attendance and HR issues Conduct group coaching sessions to drive performance and create awareness Analyse statistics and take effective steps to increase performance Deliver process changes, influencing team members to adapt to any changes in a constructive and positive manner curriculum vitae Page 2
  3. 3. Christopher McIntosh Responsibilities as Support Manager: Liaise with outsource managers to ensure teams achieve set targets Ensure outsourcers are following standards and procedures set by client Applying Home and Motoring underwriting authority Audit performance management Ensure outsourcers are FSA compliant Identify potential risks to the business and taking appropriate steps to manage Create access profiles for new and existing staff Give recommendation for agent increased underwriting authority Attend weekly performance meetings Monitor complaint mailbox to ensure FSA timescales are met Promote, encourage and maintain a unified and supportive team culture consistent with company values Achievements: Delivered and implemented a working practice model as a blueprint to assist and monitor outsourcer Devised a training and development structure for a new outbound campaign Through effective management and coaching of agents, exceeded set KPI’s against peer average and achieved 3 outstanding annual performances curriculum vitae Page 3
  4. 4. Christopher McIntosh INTERESTS: Being outdoors; walking, running, doing body weight exercises, on two wheels either mountain or road bikes. I enjoy puzzles, swimming, computing and tennis. PERSONAL DETAILS: Driving Licence: Full, clean References: Available on request curriculum vitae Page 4