•Accountable for the service delivery of 6 on-shore and 3 off-shore functions ensuring SLA’s, financial targets and quality standards are achieved•Build and develop effective & valued relationships with key stakeholders/business partners and external customers to achieve specific objectives •Manage and influence offshore partners through the delivery of business objectives and customer experience•Manage the financial and service delivery performance of the Unit within agreed parameters/standards•Manage fluctuations in work volumes and coordinate activities to cope with load variability across teams and Units•Optimise performance of the Unit through the application of people and performance management activities and effective leadership

• Develop strategies to manage knowledge artifacts; provide strategic training solutions; design business assurance for the business including compliance testing and reporting• Design and execution of Business Assurance for the business resulting in two effective audits• Identify and contribute to the key business capabilities and opportunities to improve the service proposition for Collections • Mitigate risk - ensure solutions & procedures comply with appropriate policy, legislation and regulation

Established a National Service Centre to provide a value add service to clients requiring building management services offering both inbound and outbound operations, utilising in-house and third party capabilities• Create and maintain business process and procedures to sustain year on year growth with reduced staffing ratios for 3 consecutive years• Create a working environment that engages employees resulting in less than 5% staff turn over• Gain external quality accreditation for centre operations

• Provide analysis on the business operations of the wealth management division• Provocatively evaluate reporting mechanisms, enhance procedures and improve reporting and accountability• Deliver effective and accurate financial and operational reports

• Established in-house call centre managing team of 20, fully compliant to FSA regulations• Managed 3rd party outsource relationships including, contact centre and PR• Diverse role encompassing marketing, insurance portfolio, sales procedures, operational support, facilities management, project management, training, corporate event management, company conferences • Produced the company’s MARCOMS strategy in line with company objectives to promote sales and increase income reducing marketing spend for 3 consecutive years• Promoted and managed the company insurance portfolio with point of sale literature and marketing aids to increase turnover, supporting dealer groups