Andy Orton Email & Phone Number

Leeds, United Kingdom

Working with our partners, customers and internal stakeholders to identify & manage operational risk in order to provide reliable, outstanding customer service and business results.

Accountable for delivery of Collections, Specialist Support and Recoveries teams in the UK and off shore, ensuring fair outcomes for customers. Responsible for understanding, risk-assessing and controlling the ever changing Compliance risk and ensuring that the sweet spot of customer outcomes, compliant processes and financial return is hit.

Led the team accountable for ensuring service delivery of customer payments, card production, printing / email & PPI claims through a team on site and working with world class suppliers.Developed and enhanced a Supplier & Risk Management framework to ensure all risks were known & controlled & that change was well managed to avoid customer disruption.

Led 4-6 front line phones team in Collections, inbound & outbound, to deliver against a range of KPI's & customer satisfaction metrics. Accountable for the operational risk team, ensuring operational process & compliance risk & controls were well understood, well managed and flexible enough to meet the changing risk profile.

Led customer service teams, both phones & back office to deliver outstanding service

Leciestershire

Undertook all administration roles within the branch network. Supported Corporate Managers handling business accounts before managing my own portfolio of personal accounts.As a Manager, led front line teams in the retail bank, set up the first centralised call centre in Leicester before working as Operational lead on the team that created a new 250 FTE call centre in Leicester. Final role was as Area Manager for Loughborough, responsible for 5 branches and 250k customers managing every aspect of their performance - customer service, lending / portfolio profitability, sales, budget & premises.