جيمس Stanton

● Directed the service delivery of disputed transactions for Barclaycard circa 10 million credit card customers across Teesside (UK), Noida & Mumbai (India)
● Cultivated strong internal Stakeholder relationships to drive Business Development and reduce key complaint themes in relation to our Credit Card business.
● Formulated a revised Risk & control governance across the payments landscape within Disputed Transactions and developed recommendations to mitigate risk to the bank
● Developed automation tools for customers to electronically raise a disputed transaction with Barclaycard, saving circa 3 working days from the process and improving client sentiment.

● Execution of Service Delivery for Payment & Currency related services that are supplied to Barclays UK & Barclays International against operational KPI’s and Control Risk governance.
● Pioneered growth opportunities in the Currency Payments landscape including Web Chat functionality, automated cash reconciliation controls reducing the cost to serve by circa 30%, savings of £260k annually.
● Incorporated a Risk & Governance Framework across Consumer Payments and Foreign Currency including recent PSD2 regulation in European Law and reconciliation of cash entries.
● Formulated and Presented Management Information to Managing Directors inclusive of service metrics, KPIs, Risk & Governance Framework, identifying opportunities for process improvement & automation.

● Directly responsible for 800 FTE based in India assisting customers with their Mortgage, Transactional & Digital Servicing demands for circa 16 million customers.
● Planned and Executed the migration of circa 16 million Customers from Barclays International (Corporate & Investment) to the Ring-Fenced Bank and the creation of Barclays UK (Consumer Retail Bank).
● Implemented Digital Change Initiatives including the migration of Customer Servicing platforms to colleagues which required extensive planning and delivery to 800 FTE based on transforming the customer experience through Digital Innovations such as application based Mobile Banking.
● Directed the Business Process Outsourced environment with Intelenet Global Services to ensure all risk, control & cost controls were fully implemented as agreed within outsourced contract.

● Leadership of 11 FTE across a wide range of Wealth Product Segments including Funds, Captives, Direct Corporate, Fiduciary.
● Directly accountable for the delivery of growth strategy across Deposit, Lending & Investment products of which I attained 5 % growth against a goal of 2%.
● Implementation of Client Contact Strategy of the Wealth Segment including the introduction of a Digital Health Check, Service Reviews that assessed the immediate and future needs of the client.
● Responsible for the audit requirements of multi million GBP credit facilities for customers based across multiple jurisdictions.

● Successfully implemented and Project Managed Free Wi-Fi Services across the Channel Islands & Isle of Man impacting circa 60, 000 clients working with British Telecom (BT), Jersey Telecom & Sure.
● Creation of the Digital Mobility programme for Personal UK Banking Clients to circa 16 million Barclays UK Current Account Customers.
● Developed beacon technology with an external supplier for use by UK Banking Clients - Bluetooth technology that focussed on assisting customers with accessibility needs in the physical branch network.