Dale Thomas

CDD – TELEPHONY UNIT LEADER

• Orchestrating the day-to-day operations of the CDD Telephony Team, leading a dynamic team of 11 members dedicated to addressing customer queries and resolving complaints.
• Spearheaded comprehensive workforce management, including overseeing staff levels, addressing sickness and absence, managing holidays, and conducting quarterly reviews.
• Coaching and development sessions held regularly with staff aside from monthly one to ones utilizing DTL tools with the aim of driving up Quality scores across the team and wider business.
• Using AOM/Focus IQ to Forecast incoming and outgoing workflow and number of staff required to clear current work in progress whilst identifying trends and process gaps within the team.
• Co-ordinating and facilitating upskilling of the team into CDD conversions and Exits and Strategic Inline work as well as Tactical In-Life work.
• Managing challenging situations within my team, by providing constructive feedback and coaching using DTL Tools.
• Adapting to managing a large team working to a hybrid model, in which we serve our customers whilemaintaining high productivity and quality standards and continuing with daily zoom huddles, one to ones and development sessions.
• Maintain a strong focus on health and wellbeing throughout the team with regular 121 sessions and weekly wellbeing sessions.
• Currently overseeing the team returning to the office making sure that each member of staff returns to the office 1-2 days a week as per business requirements.
• Overseeing and Wind down of Tactical In-Life workstream, upskilling and transitioning staff over to make new and improved Strategic In-Life process.
• Designing and creating and delivering a Talent academy along with all the relevant training material, designed to aid individuals in developing their career.

NATWEST

SEPT2021 – PRESENT

CDD – TELEPHONY UNIT LEADER

• Orchestrating the day-to-day operations of the CDD Telephony Team, leading a dynamic team of 11 members dedicated to addressing customer queries and resolving complaints.
• Spearheaded comprehensive workforce management, including overseeing staff levels, addressing sickness and absence, managing holidays, and conducting quarterly reviews.
• Coaching and development sessions held regularly with staff aside from monthly one to ones utilizing DTL tools with the aim of driving up Quality scores across the team and wider business.
• Using AOM/Focus IQ to Forecast incoming and outgoing workflow and number of staff required to clear current work in progress whilst identifying trends and process gaps within the team.
• Co-ordinating and facilitating upskilling of the team into CDD conversions and Exits and Strategic Inline work as well as Tactical In-Life work.
• Managing challenging situations within my team, by providing constructive feedback and coaching using DTL Tools.
• Adapting to managing a large team working to a hybrid model, in which we serve our customers whilemaintaining high productivity and quality standards and continuing with daily zoom huddles, one to ones and development sessions.
• Maintain a strong focus on health and wellbeing throughout the team with regular 121 sessions and weekly wellbeing sessions.
• Currently overseeing the team returning to the office making sure that each member of staff returns to the office 1-2 days a week as per business requirements.
• Overseeing and Wind down of Tactical In-Life workstream, upskilling and transitioning staff over to make new and improved Strategic In-Life process.
• Designing and creating and delivering a Talent academy along with all the relevant training material, designed to aid individuals in developing their career.

THE ROYAL BANK OF SCOTLAND

JAN2021 – SEPT 2021

CDD – RESOLUTION ANALYST

• Collation and population of data from multiple client systems to an internal software program in readiness for the review.
• Undertake end to end risk reviews into existing business customers.
• Conduct standard and enhanced due diligence for existing Business and Commercial customers with a focus on High Risk entities.
• Conclude each risk review with a decision to maintain the customer relationship or escalate for consideration to exit the customer.

THE ROYAL BANK OF SCOTLAND

JAN2020 – JAN2021

PPI – CARE TEAM

• Responsible for managing 2 large PPI projects.
• Running daily reports and collating MI and reporting back to management.
• Work with management to identify required FTE and forward planning to maintain team performance within the service level agreements.
• Identify trends and problem areas within the projects.
• Manage customer communication strategy to reduce telephony workload.
• Deliver Training, coaching and feedback sessions to staff.
• Develop accreditation process on both projects.
• Support management running huddles and MOP’s.
• Attend calls with Key stakeholders with a view of reviewing the process and making improvements.

THE ROYAL BANK OF SCOTLAND

APRIL 2019 – DEC 2019

PPI – QUERIES ANALYST

• Take ownership of incoming queries from customers and their representing CMC’s.
• Make sure all security checks have been satisfied for me to deal with the query whilst making sure that the Banks minimum standards are met and that all risks are mitigated at all times.
• Investigate further using any information found which may indicate they had lending facilities to further identify if those facilities had PPI applied to them.
• Contacting customers to obtain further information needed as well as advising them of outcome of their PPI complaints.

EDUCATION

ICA ADVANCED CERTIFICATE IN AML (2023/2024

PASS THE MANCHESTER COLLEGE (HIGHER EDUCATION) 2012-13 (LAW AND CRIMINOLOGY)

Passed with the highest overall grade in my class (A-Level distinction)

WRIGHT ROBINSON HIGH SCHOOL 1999-2004, GCSE

9 GCSE’s passed at grade C or above including Maths, English and science.