Sharon Plows – QA & Complaints Manager – Central Operations
There is a clear sense of purpose here and pride is taken in everything that we do, with a balance in recognition of success and achievements and personally I feel valued as an employee. My team are responsible for uncovering the root cause of any issues rather than merely treating the problems that occur, driving to a better customer experience.
What did you do before joining CTB?
I worked in the Wealth Management Finance industry for 25 years – Started as a contact Centre agent and worked my way up to Management within the operation areas, which lead me to Risk and QA management, CASS SME and finally Complaints Manager for Abrdn and managing teams across Edinburgh and Basingstoke.
What attracted you to working for CTB?
CTB was a new and upcoming bank, and this was a company where I could be effective.
What roles have you had since joining CTB?
As well as the Complaints team in February 2023 I took on the responsibility of the QA Team.
What attracted you to the role that you are in today?
Both teams are risked avert and this is an area that I feel where my skills are best suited where it enables my team to identify underlying issues. So instead of merely treating the problems that occur it enables us to uncover the root cause of any trends and allowing more effective preventions and solutions that can be recommended to the business.
What (and why) do you enjoy most about the role that you do?
I enjoy the team spirit and how we come together to be successful in everything we do no matter what obstacles are put in our way. I like the fact that we are having dealings with all business areas, which enables us to give valuable feedback to improve work processes and services and in turn drives to a better customer experience.
What have you found challenging about your current role?
We are a small team and workloads have been a challenge at times, but I always revert back to the SMART goals to help stay on track as it is important to understand when your workloads get too much and learn to manage it effectively to minimise negative consequences.
What training and development opportunities have you / are you receiving?
Managing and Leading People.
What are your future career aspirations?
The only aspiration I have is to ensure that I can develop my team to achieve their personal goals and to have influence in ensuring the success of CTB as I am of an age where career progression is not at the forefront.
How would you describe the culture here at CTB?
There is a clear sense of purpose here at CTB and the pride that is taken in everything that we do. There is good balance in recognition of success and achievements and personally I feel valued as an employee.
What makes CTB a unique place to work?
It is like a family in way of belonging and loyalty. CTB allows employees to produce innovative ideas and have the feeling of having a voice and that our opinions matter, which in turns gives me an incentive to stick around.