Leading Wales Awards

Team Leader
Myfanwy Maguire, Team Coach, Black Horse Finance

Black Horse Finance is based in Cardiff. Its role is to support motor dealers across the UK, dealing with over two thousand calls a day and processing digital paperwork for over one thousand loans.

Myfanwy’s hard work and commitment has successfully contributed to a happier, more confident team which has recorded a reduction in error rate and seen a substantial increase in the levels of customer satisfaction over the last year.

Myfanwy has always believed that to provide an excellent service and achieve the best from an individual, both sides of the working relationship should be understood and improved continuously. She applied this theory into practice when she identified two key areas of the business that needed to be addressed.

She implemented a number of training courses, improved reporting procedures and introduced a creative reward scheme ‘Agent Green’ all of which allowed the business to cut subsidy costs back by an average of 53% saving £90,000 over six months.

The implementation of ‘Agent Green’ saw the department error rate drop over a three month period and the quality scores for the department rise. Front Line Operators became more competitive in their results and began to take great self pride in the continuous improvement idea that they could take ownership and implementation of.

Myfanwy is always willing to support her colleagues, being well organised and having exemplary planning skills means she has plenty of free time to give to others when it’s needed. Her personable approach has seen the team become much closer. She is full of enthusiasm coupled with great patience which has enabled her to build some great coaching plans with her team and allowed some of them to progress into more senior roles. She takes great pride in her every single member of her team and their collective achievements and the results really do speak for themselves.