Leading EMEA Consumer Risk Operations and Global Partner Management for Risk OperationsHead of EMEA Leadership Team for Consumer Risk Operations across many functions including Credit Risk, Fraud, Unauthorized Transactions, Fraud Appeals while supporting PayPal products Risk including Venmo, Zettle, Xoom and PayPal Core across EMEA and globally via Leading and management of External Partners across many jurisdictions and Outsourced Partnerships.As Senior Group Leader I have built, developed and coached a team of Managers, Specialists and investigators to deliver highly skilled approach towards Risk management supporting and protecting PayPal and its Customers.Collaborating with leaders globally across many teams and functions to deliver improvement, implementing strategy and plans, Process Improvement and leadership guidance across teams, assessing resources, monitoring daily metrics and providing feedback to senior management. Strong talent for Organizational and project management driving business improvements. Relationship building within and outside of immediate team through effective collaboration and trust with the ability to adapt quickly to rapidly changing environments while serving as a steady point of continuity for the wider team.Core Responsibilities: - Leading multiple teams of Leaders and their respective organizations to deliver results.- Accountability to lead Global programs of work beyond the core functional deliverables to drive process improvement and alignment, employee engagement and leadership initiatives.- Maintain a high level of subject matter expertise to coach, guide and influence other leaders and business managers toward process, policy, product and organizational changes.- Assist in the development of departmental / functional and developmental goals - Participate in the design and execution of the strategic direction and execution of the Consumer Risk Services Operations Program.

Leading a team of 100+ Team Leaders, Specialists, agents and professionals across EMEA as a lead Group Leader in Risk Operations supporting our Fraud Appeals and Spoof teams in multiple locations dedicated to meeting the highest levels of performance.This includes motivating, building, coaching and developing a team of Managers into a highly responsive team that meets high performance standards.Collaborating with Senior Leaders on strategy for improvement, implementing strategy and plans, providing feedback on impacts of process, policy and product changes, assessing resources, monitoring daily metrics and providing feedback to Senior Management.I have demonstrated excellent organizational, communication and interpersonal skills with an ability to motivate and direct others to support my lead through implementing Vision and Values.I have the competency and skill in focusing on desired results, determining what is important and urgent and delegating effectively to meet deadlines and achieve desired results.

I was promoted to Lead Group Leader for EMEA Compliance operations & Brand Risk Management managing 150+ teammates across Compliance, Due Diligence and Brand Risk teams with responsibility for leading a Manager, Supervisors, Specialists, agent and professionals dedicated to meeting the highest standards.My responsibilities as Lead Group Leader was to execute all policies in line with Compliance & Acceptable Use Policy including AML regulations, Know Your Customer, Know your Business, OFAC, FATCA, Suspicious Activity Report filings and other various regulations within the payments industry. Submit any necessary reports to the CSSF (Bank Regulators), work closely with the regulatory compliance department globally and internal audit to ensure sufficient and accurate implementation of all policies.I was responsible for providing management guidance to the Compliance & Brand Risk staff in daily operations, assessing resources, monitoring daily metrics and providing feedback on performance to the Director of Compliance Operations. This position required the development of relationships with other managers and business units throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and product changes.

As group leader I was responsible for leading and managing the Risk Appeals, Spoof and Brand Risk Management teams in EMEA, leading a team of 100+ Team Leaders, Specialists, Agents and professionals dedicated to meeting the highest level of performance.I was responsible to build, coach and direct Team Leaders and agents into a highly responsive team that delivers strong performance. Managing and delivering against all service levels across EMEA and providing feedback to Senior Management.

As Compliance Manager I was responsible for leading a team of Supervisors, Specialists, Agents and professionals dedicated to delivering high performance.Develop and lead Compliance Operations Team providing personal and career development, training, feedback and driving performance management.Maintain the Compliance Operations framework - provide support to annual compliance risk assessment, execute Compliance policies and submit any necessary reports to the CSSF (Bank Regulators).I was responsible for managing all service levels in Compliance Operations, providing management guidance to the Compliance Staff in daily operations, assessing resources, monitoring daily metrics and providing feedback on performance to the Director of Compliance Operations.

Managing Operations teams supporting Customer and Vendor QueriesLeading and Coaching teams, focusing on training, competencies and a highly service orientated customer centric functionEstablishing and building relationships with Managers and other departments including Legal, Compliance, Collections, Finance and Credit RiskEnsuring all core functional targets are met and strong performance maintained through consistent analysis and reportingCompliance and Operational Risk Controls adherance

Co-ordinate reporting for Operations and ensuring Fee Income policies are developed and adhered tooKey Responsibilities:Delivering monthly operations deck for senior management teamFacilitating reporting for End of Lease, Customer Services, Collections and Operations Management Team and any other areas of the business as requiredReport on a daily basis on all Collection campaigns across Europe and complete monthly summary reportsEnsure all reporting of Fees & Interim Rents are completed and drive increased penetration including setting of targets for Sales & FinanceEnsure all reporting is produced regarding non rental invoices and setting of quarterly targets

Manage the growth of existing fees and the research, development and introduction of new feesKey Responsibilities: Plan and action growth of existing feesDevelop and implement new feesDevelop and maintain strong working relationships throughout the business and in particular with Sales, Finance, Operations, Legal and ITProvide Coaching, Training, advice, tools and materials for Teams to support implementationEnsure that targets and objectives are achieved within specified timelines

Managed teams of collectors covering UKI Vendor and UKI Relationship portfoliosKey Responsibilities:Managed team of Collectors including workflow, training, recruitment, performance, appraisals and motivationReview all customer over $50k delinquency in preparation for monthly credit reviewEnsure continuous improvement in delinquency figuresDevelop long term strategic collection policiesImplement use of Dialler system to improve collection ratesLiaise with Default & Recoveries on problem accounts and preparation for charge offPrepare and review legal files for Default & Recoveries

Manage a team of Customer Service agents dealing with calls from the UK & IrelandLeading a team of agents including training, recruitment appraisals and motivationEnsuring calls and administration is managed within accordance to KPI'sDealing with escalated customer complaints and regulatory bodiesProcess Management, identifying opportunities for improvement and implementing change

Team Leader in Customer Services call centre handling 20,000-40,000 calls per week for UK Finance CustomersKey Responsibilities: Leading team of 20-30 agents, including their recruitment, training, performance, appraisals and motivation.Produce daily reports concerning performance and absence issuesProcess Management, identifying opportunities for improvement and implementing change.Identifying training needs and delivering coaching, achieving measurable results against departmental incentives.Motivating the team to achieve and exceed all targets set.Dealing with customer complaints, settlement queries, arrears and any problem accounts.

Supervisor in Transport Bookings 24 hour call centre handling 20,000+ calls per weekKeys responsibilities: Supervision of team of agents, including recruitment, training deployment, appraisals and motivationDaily reporting regarding performance Staff 121's, company inspections, customer visitsWeekly ROTA management for 45 staff to meet with Service level Agreements