Employed as an original member of the Senior Management team, I worked with many departments and projects to grow the business from a 90FTE organisation to the 300FTE+ industry leader that is seen today. During this growth I had responsibility for a Compliance & Complaints Department which included working with regulatory bodies/ licensing, internal policies and debt sale advice. My responsibilities moved onto Operational Business Support where I created both an in-house front-line Legal team and External Relationship Management team to join the Administrative department and Corporate recovery team that made up the Commercial Function of the business. With circa 55FTE we were responsible for a quarter of the businesses monthly revenue and played a large role in the compliance of the business. Work undertaken within the Commercial function involved building strong relationships with all outsourced third parties to ensure maximum recoveries on behalf the business.Key Responsibilities and Accountabilities:• To lead and develop the Commercial function teams to enable the business to deliver and sustain growth in this area• To ensure the Commercial area is resourced efficiently to ensure all revenue streams are maximised and SLA's adhered to.• To ensure the department operates under an efficient and cost-effective structure to meet the requirements for the business plan• To be responsible for the control of the functional budget and planning process in order to optimise cost / income ratio • Responsible for the outsourcing of debt to third party service provider within the Legal, Debt Management, Debt Collection & Field area's in an efficient & effective manner, In line with regulatory requirements• Integration on new debt purchase acquisitions into operations• Seeking opportunities for commercial effectiveness and new ventures that bring new revenue streams into the business• To carry out any other ad-hoc duties as requested by the COO

During my career at HFC Bank I undertook various roles mainly in the position of Operations Manager, leading front line teams to achieve monthly targets within regulatory guidelines. Through my thirteen years within the bank I acquired a tremendous knowledge of Debt Recovery, Operational & People Management, Regulation and the Consumer. Utilising my core knowledge, excellent analytical abilities and strong people skills I was able to enhance company systems, increase team performance and augment company profitability both in my own role but also through third party management recoveries. My management experience spanned across many teams including External Agency Relationship & Debt Sale, Charge Off Prevention, Debt Management Liaison, Central Correspondence & Complaints, Collections Correspondence & Complaints, Collections Recruitment, Refinance Support, Bad Debt Recoveries, Debt Litigation Recovery Services and Training & Development.Key Responsibilities and Accountabilities:• Ensure effectiveness of the external DCA's performance through target setting, analytics, relationship building and reporting• Comprehensive Management of the Debt Sale Process. Responsibilities spanning all aspects from account identification, file tender, due diligence, negotiation, sale completion and full after sales support• Consistently reviewing processes for areas of improvement that have an impact to the overall performance of the team• Design, implement and oversee the training and development of all new and existing team members• Ensuring that all work undertaken complies with all Regulatory Bodies the Company is governed by• Ensure all team players are motivated at all times• Taking corrective action on any underperforming areas• Complaint handling within FSA guidelines• Completion of monthly third party Audit visits across the country to ensure company compliance is adhered to• Conducting daily, monthly and yearly performance appraisals