1. Christopher McIntosh
100 SCALLOWAY ROAD
GARTCOSH
G69 8LH
07966 797267
Chrismcintosh761@icloud.com
Experienced, motivated and passionate Financial Services Team Executive and Outsourcer
support Manager seeking move to strategic role entailing delivery of business goals through
team of agents
Strong track record in developing team members, leading & motivating teams of up to 12
across different departments to achieve goals with focus on client service excellence,
innovative solutions, risk & cost management through creation of successful brand culture
KEY SKILLS
Management &
Leadership
Leading teams of up to 12 to deliver business goals, through creating
pride and engagement in the team brand. Track record of developing
new & existing agents and strong emphasis on authentic performance
management
Team Building
Responsible for performance evaluations, corrective actions and creating
a positive environment to achieve maximum results.
Client Relations
Laise with outsource managers to ensure teams achieve set targets.
Ensure outsourcers are following standards and procedures set by client.
Promote, encourage and maintain a unified and supportive team culture
consistent with company values.
Communication
Articulate communicator with strong written & verbal skills; delivering
messages effectively face to face, over telephone & video conferencing..
For example, chairing weekly outsource meetings with Reigate (head
office) to report results and planning
Drive for
Results
Organised & resilient, with strong analytical skills to ‘get it quickly’.
Motivated by and focused on achievement of goals both for self and
team. Identifying trends through call listening and complaints, allocating
coaching time with follow up sessions to increase performance
Problem
Solving
Curious & proactive problem solver, thrive on thinking on my feet to find
solutions as much as facilitating others doing so. For example Outsourcer
felt they required more FTE so I created & embedded a productivity
tracking process that demonstrated they had capacity and where we
could collaborate to improve performance
curriculum vitae Page 1

2. Christopher McIntosh
QUALIFICATIONS:
HND Business Administration Langside College
HNC Business Administration Langside College
5 Highers Woodfarm High
6 Standard Grades
CAREER HISTORY:
Esure Car & Home Insurance (Glasgow) Jan 2003 to present
British Airways - Team member (Glasgow) Jan 2001 – Oct 2002
Remnant Kings - Warehouse supervisor (Glasgow) Sept 1998 – Dec 2000
Responsibilities as a team Executive:
Management of 14 FTE
Responsible for performance evaluations, corrective actions and personal issues of team
members
Identify trends and manage through communicate and coaching
Motivate team/individuals
Provide effective coaching to ensure quality customer journey and KPI’s are met
Participate in the recruitment and selection of new employees
Manage Attendance and HR issues
Conduct group coaching sessions to drive performance and create awareness
Analyse statistics and take effective steps to increase performance
Deliver process changes, influencing team members to adapt to any changes in a
constructive and positive manner
curriculum vitae Page 2

3. Christopher McIntosh
Responsibilities as Support Manager:
Liaise with outsource managers to ensure teams achieve set targets
Ensure outsourcers are following standards and procedures set by client
Applying Home and Motoring underwriting authority
Audit performance management
Ensure outsourcers are FSA compliant
Identify potential risks to the business and taking appropriate steps to manage
Create access profiles for new and existing staff
Give recommendation for agent increased underwriting authority
Attend weekly performance meetings
Monitor complaint mailbox to ensure FSA timescales are met
Promote, encourage and maintain a unified and supportive team culture consistent with
company values
Achievements:
Delivered and implemented a working practice model as a blueprint to assist and monitor
outsourcer
Devised a training and development structure for a new outbound campaign
Through effective management and coaching of agents, exceeded set KPI’s against peer
average and achieved 3 outstanding annual performances
curriculum vitae Page 3

4. Christopher McIntosh
INTERESTS:
Being outdoors; walking, running, doing body weight exercises, on two wheels either
mountain or road bikes. I enjoy puzzles, swimming, computing and tennis.
PERSONAL DETAILS:
Driving Licence: Full, clean
References: Available on request
curriculum vitae Page 4