Christopher Hughes Email & Phone Number

London, London, Gb

Lead a cross functional team across analytics, credit, product and change management to set, then deliver, against a broad Operational transformation strategy. Responsible for developing target operating model and setting operational strategy to enable significant customer growth, support an expanding product set, deliver outstanding levels of customer service, and drive efficiency through committed cost to serve targets (min 10% YoY).Responsible for driving both large transformation (contact platform migration, new product launches, outsourcing) as well as continuous improvement across cost to serve and customer experience. Responsible for collection and recoveries strategy to deliver strong performance and good customer outcomes. Experience working with a range of third parties including selling debt. Responsible for management of ~£18m budget. Certified Person under FCA Certification Regime as a material risk taker. Experience in regulatory compliance, particularly in relation to Collections activity (CONC 7, TSG, Consumer Duty, PS24/2, vulnerable customers).Three lines of defense and operational risk experience. Member of several key internal committees (Credit, Risk, Finance).

London, London, Gb

London, London, Gb

Led a cross functional tribe of analysts, product managers and developers responsible for defining and delivering on Zopa's customer servicing strategy and Zopa's collections and recoveries strategy.Developed a new target operating model for significant growth. Led a programme of work to move from a fully in house operation to a hybrid inhouse / outsouce model, setting up Zopa's first outsourcer in South Africa. Project was delivered on time and within budget. Launch and early results successful, despite having to work and manage virtually due to COVID restrictions preventing being on site.Delivered new chat platform and chat bot, driving significant movement from voice to live chat. Led operational response to COVID – mobilisation of work from home, rapid development of digital strategy to relieve significant contact center pressure, implementation of new forbearance options as per FCA direction (payment holidays / deferrals).Developed and implemented a new Collections strategy, introducing significant automation to replace a primarily manual legacy strategy. Including:- Automation of NOSIAs and Default Notices- Automation of full communication suite across emails, SMS- Implementation of a dialler to leverage predictive outbound telephony - Improved payment capabilities

Mclean, Va, Us

Led a cross functional team to transform the customer servicing experience to be 'Digital First'. Our aim was to improve customer satisfaction as well as to deliver material operational cost savings, by delivering market leading digital servicing experiences. Collaborating with Design and Research, we took a customer centric approach to understand customer needs, and then worked with Engineering to deliver this across web, mobile, and voice platforms.

Mclean, Va, Us

Led the Capital One mobile app product team, with the objective of building a market leading FS App that not only enabled customers to self serve, but most importantly, help customers to succeed in their financial lives.My team collaborated with the wider business to produce the roadmap for our app, refined the intent, and then delivered the features in to market in partnership with our in-house Design and Engineering teams. Grew user base by 40%, and increased app store rating to 4.8*.

Mclean, Va, Us

My team identified and delivered on opportunities to help our customers succeed with credit. This included strategies to help customers to remember to pay on time, and to help customers understand the implications of how much they repay.My team made material strides on this agenda, and as a result were: - Awarded the 'Treating Customers Fairly Award' at the 2015 annual industry Card and Payment Awards for our Payment Due Alert agenda - Awarded the 'Most Innovative Support for Customers in Vulnerable Circumstances' award at the 2015 Financial Innovation Awards (BBA & LIBF) - Referenced by the FCA in their 2016 market study of the credit card sector, for our industry leading work encouraging our customers to pay more than just the minimum payment

Mclean, Va, Us

From 2009 to 2015 various credit analytical roles including:- Ownership of Credit Limit Increase strategy, including owning the NPV model and valuations, as well as execution of campaigns- Broader customer management strategy development include upgrade offers (cashback etc)- Development of account level valuations vs. segment level valuations- Migration of all business wide NPV models from excel to SAS, completing thorough validation- Portfolio and all customer management program monitoring

Mclean, Va, Us

Mclean, Va, Us

Master Of Engineering (Meng), Engineering

Education record