Totemic is an international financial services company with over 1000 employees specialising in personal finance management, offering a wide range of services including insurance, mortgage and protection advice and debt management. I regularly attend meetings of the most senior 40 members of the business and sit on the Board of Directors of Stake Your Claim Ltd, one of the daughter companies. My role is in creation and development of innovative working practices with third parties and in establishing and maintaining improved relations between our call centre business and third parties. I ensure agreed service-level agreements and standard operating procedures are Financial Conduct Authority and Ministry of Justice compliant. In addition, I source and develop new business opportunities, deliver daily efficiency savings and create and maintain new processes to ensure the business meets our customers' expectations. I ensure all practices are compliant with Treating Customers Fairly Financial Services Authority guidelines. I have worked closely with the CEO to ensure business profitability in 2013-15.

iSmart is a one of the UK's leading claims management companies specialising in recovering mis-sold payment protection insurance. One of my objectives in this role was to implement a performance-led management process: I developed the first business-wide staff scorecard appraisal system. I introduced a new training strategy and improved coaching methods for over 80 staff and I organised and led appraisal training and one-to-one coaching for over 120 staff. I managed and restructured the call centre telesales involving over 60 staff and culminating in over 8000 leads per week. A key achievement was introducing the first business scorecard to address compliance, quality standards and best practice management. Moreover, my visionary approach to revenue sales and collections achieved an immense 75% reduction in £2.5 million of bad debt within just 6 months of implementation.

Welcome Finance was one of the largest providers of financial services products to the non-standard consumer credit market in the UK. It had a national network of over 350 branches and over 2500 staff.I managed large sales and collections teams with a customer base of 15,000 and £60 million receivables. Responsible for telesales management, I directly managed over 80 staff; my performance management experience was gained in the field and head office (60-100 staff). I enjoyed a high lead conversion of 60% and customer retention of 90%. In terms of profit and loss, revenue generation and bad debt control, I achieved the record of the having the lowest bad debt and highest branch profit in the business as well as succeeding in succession planning, recruitment and turnover management, reflected in having the lowest staff turnover in the company. Moreover, I excelled in leadership and remote management, budget and forecast planning alongside new business development and key account management. I was commended for my skillfulness in best practice and compliance monitoring, consistency achieving highly-rated audits. With regards to staff reward and recognition planning and delivery, I organised and hosted regular awards events to sustain my motivated team. I produced and delivered numerous training material for sales, collections and development which were used throughout the company

Avco provided financial services to individuals and businesses in the form of unsecured and secured consumer loans, real estate loans and retail instalment contracts.Central to my role was performance management and staff development. I was heavily involved in staff coaching, change management and improving customer service standards. Paramount to me was profit and loss management, bad debt control and auditing. In addition, I specialised in staff appraisal, succession planning and compliance monitoring. I flourished in the area of new business and insurance sales and revenue generation.