Jonathan Watt is a British citizen currently working as a Project Manager for the RBS Debt Management Department in Nottingham. He has over 20 years of experience in customer service, debt management, and operational roles. He is skilled in communication, teamwork, change management, and customer service. Previously he has held roles as Deputy Manager for RBS Debt Management, Collections Business Associate for Capital One Bank, and Emergency Services Operator for BT. He is educated to national curriculum levels and enjoys outdoor activities in his spare time.

1. JonathanWatt
Personal
Information
Marital status: Single
Nationality: British
Date of Birth: 10/06/1981
Profile I am:
• A highly creative, motivated, efficient and determined individual with a wide experience in debt
management and other office based roles, able to cope with high work volumes and prioritise work to
achieve deadlines
• A hands-on problem solver with an appetite for new challenges and a passion to develop and deliver
excellent customer service
• An effective communicator with proven history of working with and influencing key stakeholders to
support and drive change
• Able to work on my own initiative to identify improvement opportunities and to develop appropriate
solutions to enhance the customer experience
The knowledge I have gained from working in a variety of large office based roles has given me key skills to
identify change and successfully implement this in to my business area.
Skills Communication
• Able to identify the best method of communication to fit the requirement or audience, with experience in
participating in and facilitating meetings via audio and face to face
• An effective listener who is able to use experiences learnt from various job roles including RBS Project
Manager, Deputy Manager, and BT Emergency Services Floor Manager to share my experiences to help
others through change
• A strong facilitator who is able to adapt my method and style of communication to suit the need
of my audience, confirming understanding through effective two way communication.
Team Work
• An experienced people manager with a variety of established skills in facilitating, delegating, and team work.
• An active team player with the ability to build and sustain relationships
• Works well developing others and relating to individual needs. I am pro-active in identifying areas for
improvement and develop tailored action plans to help staff to develop and progress forward.
Professional
experience
2013 (Ongoing) Royal Bank Of Scotland Nottingham
Project Manager
• Currently work as a project manager for the RBS Debt Management Department. Managing the operational
delivery of regulatory, policy, and customer service changes against required timescales within the business
• Manage key stakeholders across multiple business areas to map out and deliver fit for purpose system,
process, and strategy changes to meet the needs of the business and our customers
• Work with risk functions within the business to ensure any and all risks associated with change deliverables
are captured and managed appropriately
• Design and deliver all required documentation and training material associated with Change Management
• Pro-actively identify improvement areas within the business and take ownership of delivering changes where
appropriate
2008 Royal Bank Of Scotland Nottingham
Deputy Manager – Debt Management
• Provided support to various managers to help coach and develop teams to make sure they delivered excellent
customer service and achieved key performance indicator targets
• Analysed data to understand why deals had broken and help staff understand how to deliver a better customer
service by making deals stick and agreeing more effective arrangements
• Directly supported customers with the management of their bank accounts and credit repayments by working
with them to better understand their financial position and agree an appropriate solution for their account
• Dealt with calls efficiently and effectively through consistent adherence to standard operating procedures,
exceeding all required telephony targets in order to lead by example for team performance
• Led performance driven team huddles, meetings, and one to one sessions with individual members of staff
• Undertook responsibility for management of the floor where required, and acted as a single point of contact
for staff and customer support
• Regularly undertook 6 week secondments to deliver induction training to new members of staff followed by
07 Thaxted Close
Bilborough
Nottingham
NG8 4NG
Mobile 07912228079
E-mail: jonnie1981@hotmail.co.uk

2. one on one coaching and development in a debt management role to meet required targets
2006 Capital One Bank Nottingham
Collections Business Associate
• Directly supporting customers who had fallen in to difficulty with their repayments. Understanding the
reason for their financial difficulty and putting the most appropriate arrangements in place
• Dealt with calls efficiently and effectively through consistent adherence to standard operating procedures,
consistently exceeding all required telephony targets in order to lead by example for team performance
• Quality Assurance representative for my team. This involved me checking plans to make sure the deals
keyed were compliant and had no errors. I also attended regular sessions to feedback my results to the
management team and highlight any recurring errors. I also ran regular root cause problem sessions to help
the team identify areas they were able to improve and avoid errors
2002 BT Operator Nottingham
Emergency Services Operator
• Directly interacting with and supporting customers in vulnerable and potentially volatile situations while
connecting them to the appropriate emergency service
• Dealt with calls efficiently and effectively through consistent adherence to standard operating procedures,
consistently exceeding all required telephony targets in order to lead by example for team performance
• Provided managerial support within my team to help coach and develop new members of staff to make sure
they delivered excellent customer service and achieved key efficiency driven targets
• Analysed data to understand key development areas within the team and provided feedback, coaching, and
support to the team and on a one on one basis where appropriate
• Regularly asked to lead performance driven team huddles and meetings
• When working nights, undertook responsibility for management of the floor where required. Which included:
 Acting as a single point of contact for staff and customer support
 Liaising with other key operational sites to ensure emergency response times are maintained
 When busy, prioritising on a case by case basis the order in which customers are connected to their
required emergency service based on criticality
 Implementing emergency staffing protocol where call wait times exceed acceptable levels
1998 Shop Manager Nottingham
Shop Manager
• Solely managed the day to day running of a retail outlet, acting as single point of contact for customer sales
and support both face to face and on the phone
• Undertook daily stock takes, stock orders, and balancing the till at the end of the day
• Managed the financial accounts of the business and, completed the tax returns year on year, and directly
reported into the business owner regarding all aspects of the business
Education 1985 – 1997 Home Educated
Educated to national curriculum levels with regular visits from HM School Inspectors who found my
work to be of a consistently high standard in the following subjects:
• Science
• English
• Mathematics
• Biology
• Business studies
• Sociology
Interests and
activities
I enjoy most outdoor pursuits including, hill walking, canoeing, and abseiling. I have also actively participated in
American civil war and world war 2 re-enactment societies and enjoy cinema and reading.
References Available upon request