Arron Judge Email & Phone Number

Glasgow City, Scotland, United Kingdom

Senior Manager within the Financial Difficulties Department. Responsible for all Data & Analytical reporting as well as Pre-Arrears and Collections Strategy. Also Vulnerable Customer strategies and customer outcomes when in Financial Difficulties

Glasgow, Scotland, United Kingdom

Collections Strategy and MI Specialist - Credit Risk Jan-22 to PresentContinuing to support the MI Specialist role during an interim period while a suitable replacement is found, however tasked with taking on the additional responsibility of all Collections strategy related activity. This includes:• Ongoing MI lead on the Credit Card phase, as part of the outsourcing of Financial Difficulties to Arrow Global Arrow. This includes the design of a new Cards Mart and any testing and… Show more Collections Strategy and MI Specialist - Credit Risk Jan-22 to PresentContinuing to support the MI Specialist role during an interim period while a suitable replacement is found, however tasked with taking on the additional responsibility of all Collections strategy related activity. This includes:• Ongoing MI lead on the Credit Card phase, as part of the outsourcing of Financial Difficulties to Arrow Global Arrow. This includes the design of a new Cards Mart and any testing and repoint activity.• Development of new customer contact strategies utilising greater Arrow technology such as the development of digital customer interaction.• Implementing a stronger control framework across Collection contact strategies, identifying gaps in process and policy.MI Manager (Specialist) - Credit Risk May-19 to PresentResponsible for the management of a team of 6 analysts ranging from Junior to Senior Analyst with the core role to develop and produce Financial Difficulties data across the full customer lifecycle from Pre-Arrears to Collections and Recoveries and Debt Sale. The role reports into the Financial Support Senior Manager.• Supported all data related elements as part of the outsourcing of Financial Difficulties to Arrow Global, covering new mart design, data migration and testing and all data repoint activity.• Guided implementation of strategic data changes to streamline month end reporting from business day 10 to business day 4 • Implemented robust risk management controls to ensure all reporting had appropriate peer review and testing before publishing to a wider audience. • Identified and implemented over 70 control reports that mitigate gaps within the system, ensuring a positive customer outcome.• Built and developed a team of Junior analysts to meet requirements of the operation and on-going career pathway development, evidenced by successful progression to Senior Analyst roles. Show less

Glasgow, Scotland, United Kingdom

Operations Manager, Collections and Recoveries (Credit Cards) Sept 2014 to May 2019Responsible for the Collections and Recoveries Credit Card area peaking at 12 Team Managers and 200 collections agents. • Ongoing review of Credit Card performance and bucket roll movement facilitating the implementation of new strategies and approaches to enhance cure rates.• Operational performance across Call Quality and Telephony measures.• Operational Capacity/Manpower planning and on-going… Show more Operations Manager, Collections and Recoveries (Credit Cards) Sept 2014 to May 2019Responsible for the Collections and Recoveries Credit Card area peaking at 12 Team Managers and 200 collections agents. • Ongoing review of Credit Card performance and bucket roll movement facilitating the implementation of new strategies and approaches to enhance cure rates.• Operational performance across Call Quality and Telephony measures.• Operational Capacity/Manpower planning and on-going recruitment to ensure department is appropriately resourced to support customer demand.• Implementation of any industry wide or internal changes that impact C&R to ensure the department is fully prepared for any changes.• Implemented the start-up of a Quality Assurance team ensuring calls are customer focussed and compliant with FCA and CONC regulations. This took away quality assurance responsibilities from Team Leaders to allow them to focus on coaching and development Show less

Strategy Manager for a team of 3 Business Analysts and 3 Strategy Support Analysts. Responsible for supporting the Collections and Recoveries operation under the following areas:• Continued support of the new to market Current Account project ensuring the C&R department was ready for the launch in 2014 • Design and continued analysis for improvements of all Collections, Recoveries and pre-delinquency strategies across Loans, Credit Cards and Current Accounts• Continuous… Show more Strategy Manager for a team of 3 Business Analysts and 3 Strategy Support Analysts. Responsible for supporting the Collections and Recoveries operation under the following areas:• Continued support of the new to market Current Account project ensuring the C&R department was ready for the launch in 2014 • Design and continued analysis for improvements of all Collections, Recoveries and pre-delinquency strategies across Loans, Credit Cards and Current Accounts• Continuous development of over 200 C&R processes in conjunction with operational colleagues ensuring these are effective, compliant and fair to the customer.• Change Management – Responsible for managing all change within the C&R department end to end. From logging the change and providing assistance with the bank wide change management team to ensure what has been requested is completed• C&R contact point for bank wide incidents, delivering resolutions for both the department and customer.• Lead the C&R involvement with Commercial teams to ensure appropriate consideration given to C&R with regards to new projects ensuring these changes are implemented as part of the projects• C&R point of contact for Credit Risk Systems, and be an integral part of system and strategy development and testing.• Leading the C&R delivery of new Bank products, new C&R Collections tools and Collections Trials with 3rd Parties (Trace, Alerts etc)• Responsible for the management and continued development of Business Analysts and strategy support staff Show less

Business Analyst as part of the Collections and Recoveries strategy and MI team. The role involved working on a Credit Cards migration project where 2.5 million credit card customers were being moved from another banks platform to Tesco Bank.Post migration from December 2012 I was assigned to work on a new to market Current Account that Tesco were launching. This involved:• Creation and design of the C&R Strategy from entry into collections to calling up notice and termination straight… Show more Business Analyst as part of the Collections and Recoveries strategy and MI team. The role involved working on a Credit Cards migration project where 2.5 million credit card customers were being moved from another banks platform to Tesco Bank.Post migration from December 2012 I was assigned to work on a new to market Current Account that Tesco were launching. This involved:• Creation and design of the C&R Strategy from entry into collections to calling up notice and termination straight through to Recoveries and DCA placement. This also includes all payment plan types and special handling strategies. This document was then passed to our system design team to implement on the collection platforms used by Tesco• Co-ordinated the creation of all Level 4 process maps in conjunction with the strategy design• Co-ordinated the creation of letters used by the C&R department ensuring Regulatory Risk and Legal departments provided input and sign off Show less

Glasgow, United Kingdom

Line manager responsibilities for a team of 12 call centre staff focussing on post default collection activity, including ongoing quality assurance, and coaching.

Team Leader specialising in purchased debt