This document provides a profile and resume for Alistair McLay. It includes his contact information, qualifications including certifications in financial planning and project management, and career history in roles providing quality assurance, compliance reviews, customer relations management, and business improvement consulting for banks and government organizations. His experience spans analyzing problems and implementing solutions, quality management, and resolving customer complaints to improve processes and regulatory compliance.

1. ALISTAIR MCLAY
25 Furland Road
Milton
Weston-Super-Mare
Bristol
BS22 8DL
Home Number: 01934 633408
Mobile Number: 07926 898909
Email Address: Almclay@dsl.pipex.com
PROFILE
A versatile analytical professional with a proven track record in banking and the public
sector.
Key attributes include:
• The skill to analyse problems and devise effective solutions.
• The ability to take a global view and make decisions with the bigger picture in
mind.
• The capability to identify and implement management innovations.
• The experience and desire to provide a quality service to keep clients satisfied.
Seeks contract roles where his analytical and quality management expertise can be used to
bring major performance improvements.
EDUCATION & QUALIFICATIONS
CF2 (Certificate in Financial Planning – Investment and Risk) (CII) 2008
CF1 (Certificate in Financial Planning – Financial Services, Regulation & Ethics) (CII)
2007
Financial Sanctions Compliance Foundation (Promontory Financial Group) 2007
PRINCE2 Practitioner (APM Group – ITP Training) 2007
PRINCE2 Foundation (APM Group – WS Atkins) 2003
B.A. Hons Performance Arts (Middlesex University) 1993
CAREER HISTORY AND ACHIEVEMENTS
CONSULTANCY
ROYAL BANK OF SCOTLAND GROUP - RBSG (KPMG RISK AND COMPLIANCE - FORENSIC)
COMPLIANCE REVIEW February 2011 – Present
• Analysed client files on major international shipping company customers, for
compliance with Anti-Money Laundering legislation, Financial Sanctions and
company policy.
• Advised and worked with relationship managers to obtain information from clients
to satisfy the compliance requirements.
ROYAL BANK OF SCOTLAND GROUP - RBSG (HAYS FINANCIAL SERVICES)
QUALITY ASSURANCE ADVISER June 2010 – January 2011
• Carried out complaint handling quality assessments against compliance, bank
policy and best practice criteria
• Coached complaint handling teams on FSA compliance and the role of the
Financial Ombudsman Service and a “fair outcome”.

2. FINANCIAL OMBUDSMAN SERVICE (HAZELL CARR)
ADJUDICATOR November 2009 – June 2010
• Resolved disputes, as independent investigator between major financial services
organizations and their customers in relation to general banking and mortgage
complaints, personally closing between 7 and 10 cases per week for the client.
• Checked colleagues’ letters for consistency with quality standards
HBOS (MOMENTA – SERVICE IMPROVEMENT AND PIPELINE REDUCTION)
CUSTOMER RELATIONS MANAGER March 2009 – October 2009
• Identified service shortfalls, fed back to business and resolved customer
concerns in relation to general banking services & 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.
• Checked colleagues’ letters for consistency with accepted company standards
LLOYDS TSB (HUNTSWOOD)
CUSTOMER SERVICE RECOVERY CONSULTANT June – November 2008
• Improved commercial complaint-handling process through comprehensive review
of process maps, consulting frontline staff and ensuring compliant with quality
and regulatory standards, resulting in implementation of improvements by unit
managers.
• Resolved commercial banking complaints, investigating complaints thoroughly
before issuing Full or Final Response and authorising payments to customer
FINANCIAL SANCTIONS ANALYST AND QUALITY CONSULTANT November 2007 – June 2008
• Identified and delivered quality improvements by auditing sanctioned payments
cases (checking the checkers) and facilitating effective synergy between Quality
Control, technical and operational managers to agree consistent processes.
• Analysed and filtered customers’ international payments involving sanctioned
countries, ensuring compliance with international law, reducing risk to bank.
Performed due diligence checks up to medium risk level and liaised with AML
department as appropriate
HBOS (HUNTSWOOD – BANK CHARGES)
CUSTOMER RELATIONS MANAGER June - August
2007
• Resolved customer complaints about bank charges, investigating complaints
thoroughly before negotiating settlement with customers, issuing Full or Final
Response and authorising payments to customer
PAYE EMPLOYMENT
BUSINESS IMPROVEMENT CONSULTANT 2001 - 2006
Department for Transport
• Developed a higher-profile and better-functioning performance management
framework by standardising scoring systems for measuring performance against

3. strategic targets and encouraged greater buy-in from senior management team,
leading to clearer monthly report of performance to Board.