Andrew Falconer, currently studying in his third year of the part time MBA programme, has been awarded a Fellowship by the Chartered Institute of Bankers (Scotland) for services to the financial service industry.
Andrew has worked with Clydesdale Bank for 14 years and his current role is Head of Contact Centres within the Direct Banking division. As well as being an active player in the industry, representing the bank on a number of forums, committees and industry bodies, Andrew pioneered a new training standard for all staff within Direct Banking, resulting in all staff receiving a certification for professionalism and ethics.
This training course was recognised by the Contact Centre Association at their 2010 excellence awards event as Most Effective Training Programme within the contact centre industry. This training programme has now been adopted as best practice by a range of financial service companies across the sector.
Professor Susan Hart, SBS Dean, and Professor Sharon Bolton, head of the Department of Management, passed on their congratulations to Andrew on behalf of the school.