CV Matthew Urch
- 1. Matthew John Urch 21 Wingrave Crescent, Brentwood, Essex, CM14 5PA matthew.urch@barclays.com Personal Profile A determined and driven individual, with a passion for delivering exceptional customer service and staff satisfaction. Able to work as part of a team, though equally enjoy working on own initiative and leading projects. A conscientious, hard working and reliable person, with the ability to adapt quickly. Possess a willingness to learn with an overall desire to be successful, develop and progress. Career history Barclays PLC – Global Payments Head of Cash Management Operations October 2013 – Present Roles & Responsibilities • Lead for 35 Operations Staff • Management of annual budget £1.5m • Responsible for the proactive stakeholder management of Coverage Origination, Technology, Product • Ensuring consistent delivery of Service Level Agreements • Key contact point for the on-boarding of all new products for new products • Delivery of strategic change initiatives • Responsible for the Risk and Control framework for business area • Responsible for delivery of succession planning • Ensure department supports people and society through locally agreed citizenship initiatives Achievements • Current end of year performance rating within top 5% of peer group. • Completed end to end review of all processes within department passing an internal control review with no findings. • Oversaw introduction of new Corporate Charging Billing Engine • Commended for performance in Leading department through ‘Operational Excellence’ (Lean) Program • Successfully reduced annual operating costs by 80K against agreed budget • Through proactive stakeholder manager achieved a 62% Net Provider Score • Successfully transitioned department from a Servicing to an Operations function. • Managed department through Right-shoring process Barclays PLC – Corporate Client Service Head of Specialist Client Service (Seconded) June 2012 – September 2013 Roles & Responsibilities • Responsible for 45 Client Service Staff • Management of annual budget £2m • Initiate and drive the on-going development of all colleagues • Steering committee member for the Customer liquidity Manager Product • Manage and Build relationships with key Stakeholders within Product Achievements • End of year performance rating within top 20% of peer group. • Successfully set up a Western Europe Servicing model for the Italian market, based in London • Increased Employee Opinion score 15% year on year • Successfully delivered Cross Boarder Sweeping to the Customer Liquidity Manager Product • Awarded ‘Outstanding Contribution’ to the Client Service Citizenship Agenda 2013 Barclays PLC – Corporate Client Service Customer Service Manager January 2007 – May 2012 Technology, Media and Telecoms, Manufacturing and Transportation, Multinational Corporate Roles & Responsibilities • Lead, coach and motivate a team to deliver market leading customer service.
- 2. • Manage and build relationships with stakeholders across Barclays network • Analysis and production performance MI to understand/drive the business • Risk and Compliance management • Records management champion • Complaints champion • Drive operation efficiency and reduce operating costs • Manage communication and training needs • Succession planning Achievements • ‘Exceptional’ rated team leader from 2009 - 2011 • Risk and Compliance top rated team leader 2009 • Successfully coached and Developed 19 people to achieve internal promotion • Set up and ran 3 incentive campaigns; to drive increased credit balances, improved client satisfaction scores and team/individual overall performance • Client satisfaction score average 93% 2009 - 2011 , rated number 1 in Client Service 2009 - 2012 Harold Wood Audi March 2004 - December 2006 Senior Service Advisor Roles & Responsibilities • Running a team of 3 Customer Service Advisors, managing all aspects of day to day Customer Service • Up selling additional work requirements & selling of all approved accessories • Managing costs, refunds and gestures of goodwill • Deputised for After Sales Manager in absence • Responsible for Service Advisor recruitment Achievements • Successfully managed relocation of department to new premises • Top performing in Customer Satisfaction scores for South East 2005 & 2006 • Inducted into the ‘Audi Excellence Academy’ Grange Motors Brentwood Sept 1994 – Jan 2005 Service Advisor, Warranty Manager, Workshop Manager and Assistant Service Manager Roles & Responsibilities • All aspects of customer service & administration • Performance management • Up selling additional work & accessories • Work flow management • Supplier & Stakeholder management • Recruitment • Training and Development . Achievements • Promoted internally 4 times • Won Industry Workshop of the Year 3 years in a row • Recognised by the industry by being inducted into Volkswagen ‘Excellence Program’ • Reached department financial performance target for 27 consecutive months Qualifications GCSE A - C in English Literature, English Language, Maths, Sociology, Economics, Physical Education and Business Studies. A level - Sociology Training Effective Meeting Management Successful Selection Performance Management Health and Safety Relationship Building Operational Coaching Discipline and Grievance Time Management Intraday Workplace Management
- 3. Records Management Leadership for Success Team based Problem Solving Hobbies and Interests • Football, Cricket, Running, Cycling and Travelling