Shakeel Mann

Manage full lifecycle travel insurance complaints, conducting impartial investigations and delivering fair outcomes in line with FCA DISP requirements while drafting high-quality final response letters.

Managed end-to-end investigations for motor finance complaints, assessing affordability, commission and dealer interactions to determine fair outcomes compliant with FCA guidelines.

Oversaw investigations of housing complaints from submission to outcome, producing stage-1 and stage-2 reports and ensuring compensation assessments and recommendations aligned with the Housing Ombudsman Code.

Managed complex motor claims complaints from investigation to outcome, conducting root cause analysis and recommending improvements to reduce repeat complaints while ensuring FCA/FOS compliance.

Provided high-quality support on travel insurance policies and claims, maintained regulatory case notes and managed challenging conversations while identifying appropriate additional services.

Investigated and resolved home and motor insurance complaints, completed root cause analysis and produced empathetic final response letters to ensure fair outcomes in line with DISP and FCA rules.

Conducted AML investigations and transaction monitoring for the Santander project, reviewing KYC, SOF/SOW and escalating suspicious activity while ensuring decisions were fully documented to governance standards.

Handled claims for the Brightstar/Barclays Techpack insurance product, providing advisor support and managing claim processes to deliver timely resolutions.

Managed credit-related complaints, investigating account and service issues to reach fair resolutions in line with regulatory expectations.

Managed store operations, led teams and delivered sales targets while ensuring high standards of customer service and operational efficiency across the Qatar location.

Led complaints service operations for retail teams, improving complaint resolution processes and ensuring service standards and compliance across channels.

Managed retail operations and staff, drove sales performance and ensured high standards of customer service and store presentation.

Completed a BA (Hons) in Business Administration & Management, covering core business disciplines and management practices.

Completed NVQ Levels 1 & 2 in Business Administration to develop foundational administrative and business support skills.