Daniel Hegarty Email & Phone Number

Hove, GB

Hove

Philippines / India / UK

• Recently selected to support the Service Recovery Project with a notable achievement of moving LCR from 53% in May 2018 to under 5% in October 2018.
• Proactively supported the contract negotiations and undertook relevant change requests to enable the UK expansion of 84 FTE to be implemented ahead of schedule.
• Corroborated in the setup, training needs analysis and support of various projects by organising SME support, undertaking regular site visits and daily calls as needed to ensure customer outcomes remained within risk.
• Supplier Manager for UK and Offshore Suppliers thus playing a key part in 12 month contract extension, working with Group Sourcing and Legal to ensure compliant with current regulations.
• Undertaken the primary leadership role of planning for Unsecured Debt Management across c1300 colleagues.
• Delivered on immediate and long term change improvements and initiatives efficiently, such as the moving of Supplier resources to to help local issues and challenges..

Philippines / India

• Key player in a high value negotiation and contract review exercise for Credit Operations in H2 2016, which is delivering above expectation with an annual run-rate saving of c£3m for 2017 with sustainable cost.
• Led a team of c1k colleagues across Manila and Bangalore during a time of a number of regulatory reviews and through transformational change, which included developing and delivering training packages to improve the.
• Embedded new Call flow and Quality framework across both Manila and Bangalore.
• Responsible for uplift of Quality Scores from c.70% Overall Fair Outcome in May 16, to c.95% Overall Fair Outcome in Sept 16.
• Introduced Training and Competency scheme for all colleagues in Manila and Bangalore.
• Delivered Continuous improvement training to a number of Business Units including Life, Savings and Investments and the Disputes Operation to improve the customer journey.

Brighton, United Kingdom

• Drove consistent practice and performance across all offshore outsourced operation activity for Credit Operations in line with procedures, policy and risk appetite.
• Prudent cost management for all offshore operations under a budget worth £14.8m pa.
• Drove innovation and good practice in all operational activities, ensuring strong cultural alignment to Lloyds Banking Group Values, as well as ensuring supplier colleagues demonstrate the right values and behaviours.
• Analysed and reviewed performance data on operational activities across all business lines for Credit Operations, to ensure strong customer outcomes and quality in line with expectation.
• Engaged with relevant stakeholders across the Business, hosting / briefing Lloyds Banking Group executives and senior stakeholders during offshore site visits, whilst managing the overarching business relationship.
• Key player in recruitment and contract negotiations with new suppliers.

Brighton, United Kingdom

• Responsible for the performance and personal development of c 100 colleagues over a range of products to include Mortgages, Bank Accounts, Credit Cards and Loans including Pre Arrears, Arrears, Recoveries and Back.
• Consistently exceeded Operational KPI targets by identifying variances and developing action plans.
• Strong or Top Performer for 5 years consecutively in this role.
• Operationalised integration of Collections activity for Lloyds and HBOS banks following merger.
• Consistently exceeded Quality and Outcome testing targets through coaching and development of colleagues.
• Improved processes across multiple products for customers to simplify and deliver on departmental targets each year.

Brighton, United Kingdom

• Selected as one of the top 1% of managers to join leadership development programme at the Royal Military Academy, Sandhurst.

Brighton, United Kingdom

Brighton, United Kingdom