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Experienced Relationship Manager specialising in Banking & Finance
Jamie Barkworth
,
Whitby, United Kingdom
Experience
Other titles
Skills
I'm offering
Experienced Client Relationships Manager with a demonstrated history of working in the financial services industry. Skilled in Business Relationship Management, Operations Management, Microsoft Excel, Analytical Skills, and Customer Service. Strong support professional graduated from Park Lane College.
Markets
United Kingdom
Industries
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2016 - ?
job
Client Relationship Manager
Robinson Way.
Responsibilities
• Manage all client support activity, including visits, questionnaires and reports, to ensure effective Client relationships are built and maintained
• Communicate client requirements and goals to relevant business areas and ensure these are fully achieved
• Liaise with internal departments to ensure client needs and goals are fulfilled effectively
• Coordinate and lead client meetings, acting as an expert in operational activities, sharing knowledge, expertise and best practice with the client
• Take full responsibility for the follow-up of actions outlined in client meetings to ensure all requirements are met
• Create client presentation packs for both current and prospective clients
• Conduct legislative audits / operational visits such as customer assurance, compliance audits and LSB audits
• Analyze, assess and interpret performance statistics, working closely with Operations Teams to ensure KPI's are met
• Produce monthly MI reports for clients and internal teams
• Project manage new innovations and changes to completion
Key Achievements
• Built and enhanced client relationships as well as cultivated retention and growth opportunities
• Implemented strategic plans with a primary focus on developing and maintaining relationships with clients as well as capitalizing on new markets
• Saved a business relationship from contract termination by successfully managing a performance improvement plan, resulting in re-signing a 2-year contract
• Managed 7 client accounts producing £11 million in 2017 for collections equating to a revenue of £1.8 million for the business
• Demonstrated ability to work remotely with minimal supervision while effectively managing time to accommodate extensive travel and associated scheduling
• Represented the company in various professional organizations and activities including conferences and meetings; communicated information from these activities to appropriate individuals within the company
• Manage all client support activity, including visits, questionnaires and reports, to ensure effective Client relationships are built and maintained
• Communicate client requirements and goals to relevant business areas and ensure these are fully achieved
• Liaise with internal departments to ensure client needs and goals are fulfilled effectively
• Coordinate and lead client meetings, acting as an expert in operational activities, sharing knowledge, expertise and best practice with the client
• Take full responsibility for the follow-up of actions outlined in client meetings to ensure all requirements are met
• Create client presentation packs for both current and prospective clients
• Conduct legislative audits / operational visits such as customer assurance, compliance audits and LSB audits
• Analyze, assess and interpret performance statistics, working closely with Operations Teams to ensure KPI's are met
• Produce monthly MI reports for clients and internal teams
• Project manage new innovations and changes to completion
Key Achievements
• Built and enhanced client relationships as well as cultivated retention and growth opportunities
• Implemented strategic plans with a primary focus on developing and maintaining relationships with clients as well as capitalizing on new markets
• Saved a business relationship from contract termination by successfully managing a performance improvement plan, resulting in re-signing a 2-year contract
• Managed 7 client accounts producing £11 million in 2017 for collections equating to a revenue of £1.8 million for the business
• Demonstrated ability to work remotely with minimal supervision while effectively managing time to accommodate extensive travel and associated scheduling
• Represented the company in various professional organizations and activities including conferences and meetings; communicated information from these activities to appropriate individuals within the company
Operations, Compliance, Statistics, Growth, Support, Supervision, Retention, KPI, Manager, UP
2010 - 2015
job
manager
First Locate/ Team.
Responsibilities
• Manage and coach a team of up to 15 front line agents
• Deliver internal, client targets and service level agreements
• Maximize team productivity/ effectiveness through monitoring of KPI's
• Recommend and implement operational processes in order to improve and move my area forward
• Deliver effective coaching and support including 121's, quality reviews and side by sides to front line agents
• Work towards and implement best practice ensuring a proactive and consistent approach
• Manage attendance and time keeping ensuring consistency and in line with company policies
• Assist operations manager with day to day running to the department
Key achievements
• As a result of my effective management revenue increased, securing future business with a major client at 100% allocation
• Implemented activity and quality KPI's providing guidance to create a proactive, efficient and successful team.
• Devised quality monitoring procedure/policy that is used throughout the company
• Constructed an automated strategy for the small business team ensuring accounts are worked efficiently and comprehensively
• Agents in my team ranked1st, 2nd and 3rd in a companywide competition called Year of Call Quality'
• Managed three teams to success and mentored two front line agents to become successful managers of those teams
• My strong management presence has always encouraged agents to maximize their potential, by developing their skill set and improve consistency in KPI attainment
• Rewarded role as assistant customer care manager alongside my current role
• Manage and coach a team of up to 15 front line agents
• Deliver internal, client targets and service level agreements
• Maximize team productivity/ effectiveness through monitoring of KPI's
• Recommend and implement operational processes in order to improve and move my area forward
• Deliver effective coaching and support including 121's, quality reviews and side by sides to front line agents
• Work towards and implement best practice ensuring a proactive and consistent approach
• Manage attendance and time keeping ensuring consistency and in line with company policies
• Assist operations manager with day to day running to the department
Key achievements
• As a result of my effective management revenue increased, securing future business with a major client at 100% allocation
• Implemented activity and quality KPI's providing guidance to create a proactive, efficient and successful team.
• Devised quality monitoring procedure/policy that is used throughout the company
• Constructed an automated strategy for the small business team ensuring accounts are worked efficiently and comprehensively
• Agents in my team ranked1st, 2nd and 3rd in a companywide competition called Year of Call Quality'
• Managed three teams to success and mentored two front line agents to become successful managers of those teams
• My strong management presence has always encouraged agents to maximize their potential, by developing their skill set and improve consistency in KPI attainment
• Rewarded role as assistant customer care manager alongside my current role
Coaching, Operations, Operations manager, Management, Service, Support, Monitoring, KPI, Coach, Processes, Manager, UP
2009 - 2010
job
agent & Team Mentor
First Locate/Frontline.
Responsibilities
• Making outbound and taking inbound calls up to 200 times a day
• Negotiate payment of outstanding debts for both domestic and SME customers
• Deliver internal and client targets
• Achieve personal and team KPI targets including Quality, activity and revenue
• Coach and mentor new starters and inexperienced team members
• Assist team leader with day to day running of the team
Key Achievements
• Achieved KPI targets consistently month on month
• Ranked in the top percentile across the company for revenue and call time
• Accelerated to team mentor level within my first 8 months
• Making outbound and taking inbound calls up to 200 times a day
• Negotiate payment of outstanding debts for both domestic and SME customers
• Deliver internal and client targets
• Achieve personal and team KPI targets including Quality, activity and revenue
• Coach and mentor new starters and inexperienced team members
• Assist team leader with day to day running of the team
Key Achievements
• Achieved KPI targets consistently month on month
• Ranked in the top percentile across the company for revenue and call time
• Accelerated to team mentor level within my first 8 months
Mentor, KPI, Coach, UP, Agent
2007 - 2009
job
Personal Banker
Santander.
Responsibilities
• Manage own clients and job role effectively
• Face to face sales and service
• Compliant administration
• Self motivate to meet targets on a weekly basis
• Provide excellent product knowledge and customer service
• Understand and use company systems effectively
Key Achievements
• Enhanced an extensive client portfolio
• Targets achieved consistently and compliantly
• Acquired over two million new money for the company in one quarter of the financial year
• One of top ten advisors in region for performance
• Provided excellent knowledge and service, which meant repeat business
• Self generated 80% of individual sales and cross sales
• Manage own clients and job role effectively
• Face to face sales and service
• Compliant administration
• Self motivate to meet targets on a weekly basis
• Provide excellent product knowledge and customer service
• Understand and use company systems effectively
Key Achievements
• Enhanced an extensive client portfolio
• Targets achieved consistently and compliantly
• Acquired over two million new money for the company in one quarter of the financial year
• One of top ten advisors in region for performance
• Provided excellent knowledge and service, which meant repeat business
• Self generated 80% of individual sales and cross sales
Administration, Customer service, Sales, Service
2007 - 2007
temp
Bar Staff/ Temporary position as relocated to Liverpool
Slug and Lettuce.
Responsibilities
• General bar duties including serving drinks and using till
• Customer service
Key Achievements
• Provided excellent customer service
• Flexibility
• General bar duties including serving drinks and using till
• Customer service
Key Achievements
• Provided excellent customer service
• Flexibility
Customer service, Service
2006 - 2007
freelance
Recruitment consultant/ Resourcer
unknown.
Responsibilities
• Sourcing/attracting candidates
• Interviewing candidates on site, matching them to suitable job vacancies
• Making 100 sales calls per week to generate new job opportunities
• Working to and exceeding targets
• Headhunting
• Managing and updating records for ISO9002 administration and processes
• To manage all payroll on office services desk for up to 120 temporary workers
• Responsible for all administration including tight two year referencing on all candidates
• Manage own job role
Key Achievements
• Met company Targets
• Had excellent relationship with candidates and clients.
• Implemented spreadsheets and organized divisions systems so the end of year audit ran smoothly.
• Took over the whole temporary desk when line manager was on holiday
• Filling a big contract in four days to generate future business
• Employee of the month twice
• Sourcing/attracting candidates
• Interviewing candidates on site, matching them to suitable job vacancies
• Making 100 sales calls per week to generate new job opportunities
• Working to and exceeding targets
• Headhunting
• Managing and updating records for ISO9002 administration and processes
• To manage all payroll on office services desk for up to 120 temporary workers
• Responsible for all administration including tight two year referencing on all candidates
• Manage own job role
Key Achievements
• Met company Targets
• Had excellent relationship with candidates and clients.
• Implemented spreadsheets and organized divisions systems so the end of year audit ran smoothly.
• Took over the whole temporary desk when line manager was on holiday
• Filling a big contract in four days to generate future business
• Employee of the month twice
Administration, Audit, Sales, Recruitment, Sourcing, Office, Headhunting, Audit, Processes, Manager, UP
2004 - 2006
job
Holiday Representative
Thomas Cook.
Responsibilities
• Key member of overseas resort team
• Self motivated in order to meet company targets
• To perfect customers holiday satisfaction
• To consistently follow company's core values
• Problem solving
• Worked closely with suppliers in order to meet company targets and improve customer satisfaction
• Manage own accounts effectively
• Manage own administration effectively
Key achievements
• Led team in entertainment program
• Consistently met company targets
• Improved customer complaint ratio
• Had successful relationship with all suppliers
• Resolved a number of high level customer issues
• Key member of overseas resort team
• Self motivated in order to meet company targets
• To perfect customers holiday satisfaction
• To consistently follow company's core values
• Problem solving
• Worked closely with suppliers in order to meet company targets and improve customer satisfaction
• Manage own accounts effectively
• Manage own administration effectively
Key achievements
• Led team in entertainment program
• Consistently met company targets
• Improved customer complaint ratio
• Had successful relationship with all suppliers
• Resolved a number of high level customer issues
Administration, LED
2000 - 2004
job
Operations manager Leeds motor sport
unknown.
Responsibilities
• Manager of corporate go kart track
• Led a team of 14 in order to deliver excellent customer service to the business
• Responsible for all marketing and advertising in order to increase company turnover
• Responsible for all administration
• Responsible for all corporate event presentations
• Worked closely with suppliers to meet customer requirements
• Motivate team in order to achieve customer satisfaction
Key achievements
• Increased revenue by 30 %
• Motivated team in order to improve performance
• Increased loyalty through customer service
• Manager of corporate go kart track
• Led a team of 14 in order to deliver excellent customer service to the business
• Responsible for all marketing and advertising in order to increase company turnover
• Responsible for all administration
• Responsible for all corporate event presentations
• Worked closely with suppliers to meet customer requirements
• Motivate team in order to achieve customer satisfaction
Key achievements
• Increased revenue by 30 %
• Motivated team in order to improve performance
• Increased loyalty through customer service
Marketing, Advertising, Administration, Operations, Operations manager, Customer service, Event, Service, Sport, Go, LED, Manager
2003 - 2004
unknown
Good customer service record
O2.
Leeds Nov 03 - Jan 04
Responsibilities
• Mobile network administration
• Development of new 'companion' system
• E mail communication with customers
• Telephone contact with customers
Key achievements
• Excellent target record
• Flexibility
• Good customer service record
Responsibilities
• Mobile network administration
• Development of new 'companion' system
• E mail communication with customers
• Telephone contact with customers
Key achievements
• Excellent target record
• Flexibility
• Good customer service record
Administration, Customer service, Service, Network, Development
My education
Tadcaster Grammar School
GCSES, N/a
GCSES, N/a
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