CV - 15 FP
- 1. Trevor Cobb 30 Tiffany Close, Wokingham, Berkshire, RG41 3BN Telephone: 07443 433679; Email: tbcobb@virginmedia.com Profile Experienced and highly organised with a compliance and customer service background within insurance, retail and banking. Very strong at reviewing financial promotions and developing processes and guidelines to manage regulatory risks. Accomplished in leading and directing projects to enable sustained improvements. Key skills • Positive and tenacious with excellent written and verbal communication skills. • Building strong business relationships and negotiating service level agreements. • Reviewing processes and making changes to improve the customer experience. • Managing complaints in accordance with regulatory guidelines and Treating Customers Fairly (TCF) principals, and using root cause analysis to drive changes. • Motivating, focusing and supporting colleagues through regular and innovative meetings, one to ones, personal development plans and reviews. Achievements • Reviewed governance and standards for financial promotions and other external communications, and introduced new processes and practices (including levelling sessions, peer to peer reviews, competency requirements and approval processes) enabling compliance with internal standards, Advertising Standards Authority and Financial Conduct Authority guidelines. • Published comprehensive financial promotion standard guidelines (60 page booklet) providing clear criteria for promotional communications and other external communications, driving greater consistency and reducing regulatory risks. Supported implementation by individual and group training groups and coaching. • Delivered business assurance and compliance monitoring plan including Complaints Handling, One Stage Complaints Process and Web Sales review, to agreed timescales and quality standards. Planned and carried out reviews, producing terms of reference, work programmes and final reports, and liaising with stakeholders to drive change and ensure compliance with regulatory requirements. • Ensured effective risk identification and management and compliance with Financial Service Authority requirements through initiatives including reviewing call scripts and quality audits and developing management information and trend analysis. Cases of communication and unsuitable advice reduced by over 80% in one year. • Embedded Winning Behaviours by designing and implementing a reward and recognition scheme involving quarterly team building days, instant rewards and quarterly performance-based excellence payments. Staff feedback questionnaire results significantly improved in all areas of management performance. • Completed review of executive correspondence for CEO of Sainsbury’s to ensure all contacts received a timely, high quality response and were considered an opportunity to drive change. New structure, strategies and service levels introduced, leading to improved efficiency (from 64% to 90% resolved within 14 days.) 1
- 2. 2009 – present day – Bupa Health & Wellbeing, Staines July 2012 – present day – Regulatory Policy & Development Executive, Assurance, Risk & Compliance • Reviewed and “signed off” Financial Promotions ensuring all marketing and promotional materials were fully compliant with Financial Conduct Authority, ASA and company standards. • Developed and introduced Financial Promotion Guidelines to support the completion and review of Financial Promotions and other marketing materials. Led training sessions with Marketing and key stakeholders to ensure standards fully embedded. • Introduced Levelling sessions and Peer to Peer reviews to ensure consistency and quality of responses maintained and lessons shared. October 2011 – July 2012 – Business Assurance & Compliance Analyst • Completed independent reviews to ensure robust systems of control were in place across the business that complied with internal policies and external regulations. July 2009 – October 2011 – Quality Manager, Quality & Compliance • Developed a team of to ensure B2C and B2B private medical insurance sales and retention calls and other activities were of a high quality and compliant with Financial Service Authority and Insurance Conduct of Business requirements. • From November 2010 additional responsibilities to manage department (based in Staines and Salford Quays) through 3 line managers 2001 – 2008 - Sainsbury’s Supermarkets Ltd, Store Support Centre, Holborn 2003-2008 - Executive Customer Service Manager • Managed a contact centre (15 FTE) set up to resolve high impact and escalated complaints. Directed projects and activities to improve customer loyalty. Led, developed and motivated customer managers and product quality experts to ensure key performance indicators were exceeded. Managed the relationship with CEO. 2001-2003 – Customer Service Manager (Product) • Led specialist teams that investigated and resolved customer product complaints. 1977-2001 - The Co-operative Bank 1988-2001 – Project Manager, Manchester • Directed projects in Self Service and Compliance and managed key supplier relationships. 1997-1998 - National Customer Care Manager • Managed complaints, key projects and was sole point of contact with the Ombudsman. 1991-1997 - Branch Manager, Reading • Exceeded sales objectives while maintaining customer service standards. Qualifications • Chartered Institute of Marketing (CIM) - Marketing Customer Interface and Management Information for Marketing Decisions 2
- 3. • Associate of Institute of Bankers (ACIB) – 19th nationally in Order of Merit, Distinction in Law 3