- Coordination of TDX Group Client Audits from initial engagement, Questionnaires, Scope requirements, hosting on-site inspections through to Risk Remediation & Reporting.- Third Party Governance Audits of TDX Group & Equifax Suppliers.- Risk identification, analysis & remediation requirements setting.- Service Now utilised for record keeping & tracking. - Extensive knowledge of all units within 3 lines of defense.- Long-standing excellent relationships with internal stakeholders & clients.

- End to end management of TIX Reconciliation activity for all Insolvency including Purchaser clients.- Project management based role.- Frequent client engagement with MI Reporting requirements.- Stringent SLA timetable.

- Insolvency Purchaser Portfolio On-boarding & Assignment, a project management based role with line management responsibilities.- Development of a dynamic & resourceful team ensuring their successful promotion internally.- Stringent attention to detail & analytical skills required with strict SLA adherence.- Internal & Client MI Reporting.- Extremely fast paced servicing multiple Purchasers at any one time.- Developed a new Account Assignment Process which garnered significant IP engagement ensuring purchased account admission to Insolvency Arrangements.- 121s, Team Meetings, Development Planning & Performance Appraisal requirements.

- Daily Client Monies BS reconciliation.- Remittance reconciliation.- Team Quality Assurance.- Month-end financial reconciliation for Insolvency & Purchaser clients. - Insolvency Practitioner & Client engagement.- Exacting record keeping requirements.

- Operator KPI management.- Performance Improvement Plans.- Service Level Management with daily reporting requirements.- Contact Centre Trainer responsibility.- Instrumental in writing training material, Policies & Procedures.- Individual & group interviews.- New starters & temporary Operator training.- Large scale contact centre peak period training via mic in addition to SBS coaching.-121s & Team Meetings.- Objective & Development Plan composure.- Played an integral role coordinating the transition from Nottingham to Sleaford following the Nottingham office closure with option to relocate.

- Part of a small team responsible for the Compliance Audit of more than 3000 Interflora members, assessing the business & setting guidelines for the brand representatives.- Report composure & setting remediation requirements with strict SLAs.- Ensured positive customer outcomes & expected brand representation.- Assisted Team Leads in the Quality Assurance of contact centre FTEs.