PDF CV Jonathan Britten

CV

J onathan Britten

Training, Competence and Quality Professional

// Experience

// Profile

Name Jonathan Britten

Address 9 Ash Terrace,

Tantobie, Stanley, Durham, DH9 9PJ Phone

07917037247 Email

mail@ Website



// Social

/jonathanbritten

2012-2014 20102008-2010

Aegon Direct Marketing Services Europe Ltd

Training and Competence Manager

Designed and implemented quality assurance, training and competence frameworks and associated training materials for multiple sites in the UK and Europe. Pioneered cutting edge customer outcomes focused quality assurance and control including appropriate training and processes to ensure fair treatment for all customers reacting to insight from S166 review and subsequent enforcement.

TranceAdvantage Ltd

Managing Director

Provided consultancy specialising in financial services training and

competence, quality assurance systems and compliance. Provided

expertise on the implementation of training and competence frameworks in general insurance sales and customer service to provide

performance insight and drive improvements. Realised a 20% sales performance improvement for one financial services contact centre

client through pioneering approach to customer engagement.

Mailcom Plc

Compliance and Training Officer

Implemented an effective QA system and training and competence program for an insurance contact centre and print solutions BPO

business. Delivered timely advice to the board and senior management on current regulatory issues combined with regular reporting and MI

production. Managed the firm's regulatory compliance as an FSA

authorised insurance intermediary, using process improvement to find

effective ways to meet both regulatory needs and business goals.

2007-2008 2002-2007

// Skills

Northern Rock

Coach

Senior learning and development role working across all head office

business areas to implement a culture change program during the

banks difficult period. Delivered targeted learning and development

solutions based on analysis of key performance metrics.

Zurich Financial Services Technical Quality Manager

Implemented and managed the contact centre's technical quality framework to measure and improve the quality standards for the UK sales operation. Generated and analysed MI to target appropriate training, coaching and process improvements to improve technical and operational quality. Approved scripts and training material in use across the UK as part of the script governance board.

Training Design & Delivery Process Improvement E-Learning Design FS Compliance Quality Assurance

IT Skills Communication Independent Team Player Commitment

Website:

Phone: 07917 037 247

Email: mail@

CV

Jonathan

Britten

Training, Competence and Quality Professional

// About Me // Professional Statement

A confident and energetic individual with a real passion for encouraging learning and development in others.

Qualified as Assistant Instructor with the British Sub-Aqua Club and a PADI Rescue Diver, as well as working toward the Single Pitch Award with Mountain Training England in order to teach rock climbing to beginners. Jonathan is passionate about helping others enjoy new experiences and pass on his expertise in his personal life as well as his professional life.

A qualified hypnotherapist with a sound understanding of linguistics which has helped him excel in communication and coaching.

Sports Clubs

British Sub-Aqua Club British Mountaineering Council Mountain Training England

Volunteering

Community First Responder for North East Ambulance Service providing emergency response on a voluntary basis

I am a passionate and enthusiastic financial services professional with particular expertise in general insurance and outsourcing. I have over ten years experience on both client and supplier side.

I have a solid background in the implementation and improvement of quality assurance systems, training and competence frameworks and business processes for large financial services organisations. With a proven eye for detail I have a particular strength in process improvement though analysis of existing processes and the ability to quickly spot opportunities for efficiencies.

I have significant experience working in "challenging" environments including delivering a culture change program during the difficulties at Northern Rock and also working closely with the regulator and skilled person to implement improved business processes during a S166 audit and the subsequent remediation activity for a general insurer.

// Education & Qualifications

2015 2014 2014 2005 1999

PRINCE2 Practitioner

APMG International

Six Sigma Yellow Belt

VMEdu Inc.

Cert. Business Planning and Project Management

Stonebridge Associated Colleges

CII Foundation Insurance (FIT)

Chartered Institute of Insurance

GCSE ? 3xA Grade 7xB Grade (inc. Maths, English, Science)

Blackfyne Comprehensive School

// References

Paul Thilo CEO ADMS Europe Ltd Braywick Gate, Braywick Road, Maidenhead, SL6 1DA

T: 01628 817777 E: pthilo@adms- W: adms-

Gareth Dunlop Learning and Development Manager Stellar Europe 4 Symington Place, i3, Irvine, Ayrshire KA11 5DE

T: 01294 225 300 E: gdunlop@stellarbpo.co.uk W:

Website:

Phone: 07917 037 247

Email: mail@

 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download