MEGAN MCFARLAND

Experienced Training Manager with a strong focus on developing high-performing teams and enhancing service capability to meet evolving business demands. Skilled in designing and implementing targeted training programs and change initiatives that drive continuous improvement and operational excellence. Adept at engaging diverse stakeholders, fostering a culture of learning, and building resilient teams equipped to navigate complex challenges. Known for attention to detail, strong communication skills, and a passion for people development and leadership growth.

Key Achievements –

• Designed and delivered targeted training programs that significantly improved team capability and aligned service delivery with business objectives.
• Developed high-performing teams through strategic coaching, mentoring, and leadership development frameworks.
• Strengthened stakeholder engagement by facilitating clear, effective communication across diverse groups to support shared goals.
• Enhanced service quality and customer experience through focused training on customer journey optimisation and service excellence.

As a Team Leader, I managed teams of 10 to 25 people, overseeing their development, performance, and compliance with key business standards. I coordinated coaching and training initiatives to build capability, ensured KPIs were met, and drove process improvements to enhance operational efficiency.

I successfully guided my team through significant organisational change, including transitioning into a new company and adopting new ways of working, while maintaining morale, resilience, and high performance.

Key Achievements

• Led high-performing teams to consistently exceed performance targets and deliver exceptional customer outcomes.
• Fostered a culture of accountability and continuous improvement, resulting in increased team engagement and productivity.
• Implemented coaching and development plans that enhanced individual capability and supported career progression.
• Managed team performance through data-driven insights, ensuring alignment with business goals and service standards.
• Effectively navigated change and operational challenges, maintaining team focus and resilience during periods of transition.

As Financial Hardship Team Leader, I led a specialised team focused on supporting customers experiencing financial difficulty, ensuring empathetic service delivery while maintaining compliance and operational efficiency. I played a key role in developing team capability, improving processes, and driving positive customer outcomes during challenging circumstances.

Key Achievements

• Delivered coaching and training to build team capability in navigating sensitive customer interactions and complex scenarios.
• Implemented process improvements to streamline case handling and enhance customer experience.
• Collaborated with stakeholders to ensure consistent service standards and alignment with business objectives.

• Led a motivated outbound call centre team of twelve, focused on delivering strong debt performance, customer-centric service, and continuous improvement. Successfully implemented strategic initiatives that reduced charge-offs across the Personal Loan and Motor portfolios, in collaboration with the Risk team. Fostered a culture of high engagement and compliance, ensuring alignment with legislative requirements and business goals.
• Achieved Team of the Quarter (2015) for outstanding performance and leadership.
• Reduced charge-offs through targeted strategies and early-stage performance improvements.
• Implemented revised insurance training, enhancing team capability and compliance.
• Developed and embedded effective performance metrics, driving consistent achievement of business targets.

• As Training Academy Team Leader (2013–2014), I was responsible for onboarding and developing new hires in the Personal Loans outbound collections team, with a strong focus on customer service, compliance, and performance readiness. I specialised in one-on-one coaching and mentoring, collaborated with the L&D team to streamline the induction-to-training transition, and managed outbound requirements in real time to align with KPIs. My efforts led to significant improvements in training efficiency and team performance.
• Redesigned the training roadmap and materials, reducing the training period from 12 weeks to 6 without compromising quality.
• Led a new hire team that won Q3 Team of the Quarter, recognising excellence in early-stage performance.
• Delivered targeted coaching and mentoring, building confident, well-rounded customer service operators.
• Partnered with L&D and real-time teams to ensure seamless transitions and alignment with operational KPIs.