Functional

1. PRESENT: ALISTAIR MCLAY
25 Furland Road, Milton,
Weston-Super-Mare, Bristol BS22 8DL
Tel 01934 633408 Mob 07926 898909 Email: Almclay@dsl.pipex.com
PROFILE
An analytical manager (PRINCE2 Practitioner) with a proven track record in financial
services and the public sector
Key attributes include:
• The strength to drive projects to implement key changes to business
operations.
• The passion to communicate new systems to improve business performance.
• The ability to devise and implement frameworks to monitor and measure
business performance.
• The skill to analyse problems and devise effective solutions.
• The capability to identify and implement management innovations.
• The ability to take a global view and make decisions with the bigger picture in
mind.
Available for contracts where his analytical and problem-solving expertise can be used to
bring major business improvements
KEY SKILLS
PROJECT MANAGEMENT
• Directed the £56m+ Clapham Park Project to ensure funds were allocated to appropriate
sub-projects working towards the regeneration objectives; ensured the sub-projects
delivered the agreed results on time and to budget.
• Spearheaded research into best practice across government on pay awards for non-
executives and executive agency chief executive bonuses, calculating and
recommending awards for two senior public appointees and establishing the process for
Department for Transport.
COMMUNICATION
• Provided strategic advice to Royal Bank of Scotland Group, Lending Centre on complaint
handling, regarding FSA compliance and the role of the Financial Ombudsman Service,
drafted FSA-compliant Final Response letter templates, checked colleagues’ letters for
compliance with regulation and quality standards and resolved an average 7 lending,
charges and credit interest customer complaints for the client per week.
• Explained operational implications of directors’ strategy to Vehicle and Operator Services
Agency (VOSA) senior managers, helping them to explore options for reaching desired
end-states and draw up implementation plans.
BUSINESS PERFORMANCE MANAGEMENT
• Developed a higher-profile and better-functioning performance management framework
for VOSA by standardising scoring systems for measuring performance against strategic
targets and matrix-managed team of senior delivery managers, leading to clearer
monthly report of performance to Board.
• Developed metrics and objectives to drive VOSA strategy implementation. Contributed
actively to change management & improved agency strategic planning, creating a
framework for setting organisational targets for the next five financial years.

2. ANALYSIS
• Carried out complaint handling quality assessments against compliance, Royal Bank of
Scotland Group policy and best practice criteria, coached complaint handling teams on
FSA compliance, the role of the Financial Ombudsman Service and a “fair outcome” and
user-acceptance tested new generation quality assessment tool, flagging and helping
project colleagues feedback and discuss root cause issues.
• Identified service shortfalls, fed back to HBOS management and resolved customer
concerns in relation to general banking and cash investments, as last point of escalation
prior to a customer referring to the Financial Ombudsman Service and/or closing their
accounts, personally retaining approximately 15 customers per week for the client.
INNOVATION
• Generated and presented to VOSA Directors a business case to expand the scope of a
project to develop an electronic performance management tool to bring in top-line
measures as well as operational targets, for holistic performance views, at negligible
extra cost
• Successfully set up and facilitated DVO Group Finance Forum and Balanced Scorecard
Group by securing buy-in from senior finance, planning and performance managers
throughout the Group to attend think-tanks in order to tackle cross-agency strategic
issues resulting in the design of a Group Performance Dashboard.
STRATEGIC MANAGEMENT
• Identified and delivered quality and controls improvements by auditing sanctioned
payments cases and facilitating effective synergy between QC, technical and operational
managers to agree consistent processes, thereby providing key change management
function for Financial Sanctions Unit in Lloyds TSB, to ensure regulator-readiness.
• Identified and reported crucial disconnect from long-term strategic direction of an already
advisory-board-approved annual target, resulting in re-alignment of VOSA operational
plans with strategic direction early in the annual cycle, to achieve recovery.
CONTRACTS – BUSINESS & FINANCE CONSULTANCY
Royal Bank of Scotland Group - RBSG (HAYS Financial Services)
Quality Assurance Adviser June 2010 – Present
Financial Ombudsman Service (Hazell Carr)
Adjudicator November 2009 – June 2010
HBOS (Momenta)
Customer Relations Manager March – October 2009
Lloyds TSB (Huntswood)
Customer Service Recovery Consultant June – November 2008
Financial Sanctions Analyst November 2007 – June 2008
HBOS (Huntswood)
Customer Relations Manager June – August 2007
PAYE EMPLOYMENT
Business Improvement Consultant 2001 - 2006
Department for Transport