Duncan Field Email & Phone Number

Kingswinford, Gb

As a senior leader reporting to the COO, I have been responsible for driving the operational objectives and key results for the Vehicle Finance and Retail Savings functions, overseeing teams in Collections, Specialist Support, Recoveries, New Business, Payment Processing, Customer Services, and Customer Experience.A key achievement was leading a critical regulatory response within Vehicle Finance Collections, overseeing a comprehensive review to address potential customer issues and… Show more As a senior leader reporting to the COO, I have been responsible for driving the operational objectives and key results for the Vehicle Finance and Retail Savings functions, overseeing teams in Collections, Specialist Support, Recoveries, New Business, Payment Processing, Customer Services, and Customer Experience.A key achievement was leading a critical regulatory response within Vehicle Finance Collections, overseeing a comprehensive review to address potential customer issues and developing a remediation programme. I drove wholesale improvements in customer interactions and quality assurance, shifting the focus toward delivering enhanced forbearance options and achieving better customer outcomes. Additionally, I was responsible for resolving the non-performing vehicle finance portfolio, reinvigorating strategies and operations, while also managing external purchasing and provision assumptions.I also successfully led the closure of an ancillary business, managing a complex regulatory process with the FCA, and correcting historic financial discrepancies. My role extended to senior governance as a member of the Product Executive and Risk Committees, and chairing several forums focused on Collections, Service Delivery, and Customer Experience.A strong advocate for embedding Consumer Duty principles, I oversaw performance and presented board-level reports to promote transparency and opportunities for improvement. I also delivered significant operational service improvements during times of contact centre volatility by enhancing analytics and driving a flexible upskill programme across multiple products.With ownership of a significant budget, I worked closely with Group ExCo members to align on service expectations from the COO function, ensuring forecasting accuracy and achieving financial targets. Show less

Solihull, England, United Kingdom

I had extensive experience leading multiple aspects of the Retail Savings business, including Operations, IT, Business Analysis, Testing, and Change Delivery. My focus was on driving operational excellence and innovation to support the bank’s growth in a dynamic market environment. One of my key initiatives was establishing the bank’s first business outsourcing provider in response to significant market uncertainty. This effort enhanced service flexibility and stability, providing a more… Show more I had extensive experience leading multiple aspects of the Retail Savings business, including Operations, IT, Business Analysis, Testing, and Change Delivery. My focus was on driving operational excellence and innovation to support the bank’s growth in a dynamic market environment. One of my key initiatives was establishing the bank’s first business outsourcing provider in response to significant market uncertainty. This effort enhanced service flexibility and stability, providing a more resilient operating model.I was also instrumental in delivering improvements to the customer digital journey, integrating Confirmation of Payee checks into the onboarding process. This initiative not only increased straight-through processing rates but also strengthened operational resilience. My experience extended to vendor management, where I successfully negotiated a critical change to the contractual framework of a major supplier, managing costs while ensuring mutual commercial benefits through shared success metrics.In addition to these operational achievements, I had the opportunity to present alongside the CEO at an all-company briefing, where we introduced the firm’s purpose and its specific relevance to the Retail Savings business. I also led a focus group aimed at enhancing efficiency in customer communications, implementing a digital-first approach that significantly reduced paper-based statements, aligning with modern customer preferences.On the risk management front, I delivered a two-factor authentication solution with Sim Swap detection capabilities, enhancing the bank’s security protocols. Moreover, I led the response to an FSCS external inspection, which resulted in a green status audit report—an achievement that highlighted my commitment to maintaining high standards of compliance and accuracy across processes. Show less

Solihull, West Midlands, United Kingdom

As a senior leader, I designed and implemented the operating model for supporting services as we transitioned from programme delivery to service acceptance, ensuring a smooth handover and continued operational success.I developed a proven track record of delivering innovative solutions that drove efficiency, improved customer experience, and managed risk. During my tenure, I led the IT response to the Covid-19 pandemic, implementing rapid solutions within the Retail Savings function… Show more As a senior leader, I designed and implemented the operating model for supporting services as we transitioned from programme delivery to service acceptance, ensuring a smooth handover and continued operational success.I developed a proven track record of delivering innovative solutions that drove efficiency, improved customer experience, and managed risk. During my tenure, I led the IT response to the Covid-19 pandemic, implementing rapid solutions within the Retail Savings function such as scorecard adjustments, new customer functionalities and the removal of service barriers to ensure operational continuity and customer satisfaction.One of my key achievements was the launch of a customer-centric short form application, which significantly enhanced conversion rates, reduced processing times, and garnered positive feedback from our customers. In my capacity as Senior Relationship Manager with our core banking provider, I built strong collaborative partnerships and established myself as a key influencer among other financial institutions within the user group.Additionally, I played a pivotal role in strengthening the AML and fraud risk profile of our core Savings product by designing and delivering procedures for the verification of source funds and external payment destinations. I also sponsored initiatives to streamline operational costs and improve testing consistency through the implementation of automated robotic processing, including an automated regression tool. Show less

I was responsible for the initiation, planning, and execution of a major IT project focused on implementing a core banking platform, along with a comprehensive customer base migration.My achievements included the successful delivery of innovative technology solutions, such as integrated services and scalable systems, as well as launching the bank's first-ever savings Internet Banking product. I provided a focus on establishing key success criteria and defining Objectives and Key Results… Show more I was responsible for the initiation, planning, and execution of a major IT project focused on implementing a core banking platform, along with a comprehensive customer base migration.My achievements included the successful delivery of innovative technology solutions, such as integrated services and scalable systems, as well as launching the bank's first-ever savings Internet Banking product. I provided a focus on establishing key success criteria and defining Objectives and Key Results (OKRs) during the concept phase, ensuring all stakeholders were aligned with a clear and strategic vision.I played a pivotal role in the tendering process and supplier selection, leveraging my expertise to define requirements and present informed recommendations to the Executive Committee. My approach emphasised collaboration and effective communication, ensuring all team members and stakeholders were engaged throughout the project lifecycle.I was committed to transitioning projects into business-ready states by implementing robust quality control procedures, fostering user engagement, and establishing post-implementation support models. Additionally, I was accountable for interpreting and integrating new banking regulations, successfully enhancing our Faster Payments process to meet and exceed regulatory expectations. Show less

I successfully achieved and consistently exceeded sales targets by investing in coaching and collaborating with suppliers to enhance lead data quality, all while fostering an inspiring work environment. I played a pivotal role in evaluating and implementing a range of changes to mitigate fraud, employing a layered approach to security that included addressing vulnerabilities within operational procedures.I developed the concept of operational mandates, emphasising the importance of… Show more I successfully achieved and consistently exceeded sales targets by investing in coaching and collaborating with suppliers to enhance lead data quality, all while fostering an inspiring work environment. I played a pivotal role in evaluating and implementing a range of changes to mitigate fraud, employing a layered approach to security that included addressing vulnerabilities within operational procedures.I developed the concept of operational mandates, emphasising the importance of knowledge and influencing group functions to integrate these mandates into appraisal processes. Additionally, I managed the execution of a major incident recovery plan that necessitated rapid technological solutions and extensive outreach to customers to recover losses effectively.To enhance customer interactions, I introduced a Customer Voice Committee, focusing on verbatim feedback, redefining how operational interactions were measured, and utilising complaints as a valuable feedback mechanism.I also delivered significant improvements to the physical work environment, including upgraded employee facilities and enhanced security measures, which contributed to a more engaging workplace atmosphere. Leading the Employee Council, I facilitated discussions on feedback, generated ideas, and communicated various initiatives aimed at improving employee satisfaction.Furthermore, I introduced a Quality Assurance Team with recognised expertise to ensure operational rigor over time-sensitive tasks, such as managing disputed transactions. This multifaceted approach not only strengthened our operational capabilities but also contributed to a culture of continuous improvement within the organisation. Show less

Solihull, England, United Kingdom

In my role as Collections Manager, I was recognised as an outstanding achiever in the company’s annual awards. I was responsible for the comprehensive business case, concept, configuration, user acceptance testing (UAT), and implementation of a new collections system. This system enhanced the collection processes for unsecured personal loans, asset and budgeting facilities.I oversaw the expansion of the department as lending significantly increased, which included the successful… Show more In my role as Collections Manager, I was recognised as an outstanding achiever in the company’s annual awards. I was responsible for the comprehensive business case, concept, configuration, user acceptance testing (UAT), and implementation of a new collections system. This system enhanced the collection processes for unsecured personal loans, asset and budgeting facilities.I oversaw the expansion of the department as lending significantly increased, which included the successful transition of accounts during two major debt purchases. I managed critical third-party relationships with debt collection and trace agencies, solicitors, and firms specializing in repossession and doorstep collections.I delivered monthly presentations to the firm’s directors, focusing on portfolio performance, queue trend analysis, and operational KPIs. My insights led to the formulation of proposals that adjusted strategies and policies based on performance metrics.To foster a vibrant, performance-focused environment, I maximised available tools, implementing innovative local recognition programs, management information dashboards, and strong communication channels. I introduced an in-house debt collection brand into mainstream workflows, optimising collections on fully provided accounts prior to external placements. Show less

Nottingham, England, United Kingdom

I successfully transformed a small team into a fully operational call centre, facilitating significant cultural changes that propelled the company from a startup to the leading player in the Insolvency Industry. Within my first year, I led the department to achieve an impressive 500% increase in Individual Voluntary Arrangement (IVA) conversion rates and consistently delivered a 10% higher return on IVA packs compared to the controlling company’s equivalent department.I introduced key… Show more I successfully transformed a small team into a fully operational call centre, facilitating significant cultural changes that propelled the company from a startup to the leading player in the Insolvency Industry. Within my first year, I led the department to achieve an impressive 500% increase in Individual Voluntary Arrangement (IVA) conversion rates and consistently delivered a 10% higher return on IVA packs compared to the controlling company’s equivalent department.I introduced key operational initiatives, including the development of HR policies, shift rotas, rigorous management information systems, and compliance training programs, establishing a robust infrastructure to support rapid growth. Additionally, I designed the specifications for a new telephony system, incorporating call routing, prioritisation, and Team Leader interject and whisper functionality.My responsibilities included maintaining the sales profit and loss line for the Debt Solutions Department by reviewing lead source acquisition costs, commission schemes, outsourced operating expenses, and external partner revenues. I played a pivotal role in managing the closure of the Nottingham office, overseeing redundancy consultations, designing retention packages, and leading the migration of all frontline activities.Through these efforts, I significantly contributed to the company’s operational efficiency and overall success. Show less

Dudley, England, United Kingdom

I successfully managed a team of 180 staff members, which included five Operational Managers and 18 Team Leaders across two sites. My primary focus was to ensure the effective management of a significant bad debt charge while maintaining high-performance standards.I held responsibility for all business-critical KPIs across the Borrowing sites, proactively identifying key milestones and potential risks to ensure monthly provision plans remained on track. One of my significant… Show more I successfully managed a team of 180 staff members, which included five Operational Managers and 18 Team Leaders across two sites. My primary focus was to ensure the effective management of a significant bad debt charge while maintaining high-performance standards.I held responsibility for all business-critical KPIs across the Borrowing sites, proactively identifying key milestones and potential risks to ensure monthly provision plans remained on track. One of my significant achievements was designing and submitting a comprehensive budget proposal to the executive board for the operational costs of the largest business unit at Egg Bank.I developed long-term strategic plans regarding headcount initiatives in response to market changes, including the launch of dedicated teams for insolvency and long-term financial difficulties. My vision and analytical capabilities were pivotal in implementing a risk detection system that transformed how front-line agents interacted with customers, enhancing our commitment to first contact resolution.Additionally, I led a Change Management Program to integrate two critical Collections Units—card and loan products—aimed at addressing cost challenges and improving headcount efficiency. I also oversaw the creation and management of the department optimisation plan, targeting specific long-term kept rates and monthly arrears roll rates. Show less

Derby, England, United Kingdom

In this role, I delivered a transformative vision for Credit Management and Customer Experience by creating the Borrowing journey, which fundamentally altered the strategic direction of Egg Collections. I held sole accountability for the Dudley satellite site, where I successfully revitalized the work environment by establishing a new management structure that prioritized people development.I coordinated the delivery of all inbound Contact Centre service levels for key stakeholders… Show more In this role, I delivered a transformative vision for Credit Management and Customer Experience by creating the Borrowing journey, which fundamentally altered the strategic direction of Egg Collections. I held sole accountability for the Dudley satellite site, where I successfully revitalized the work environment by establishing a new management structure that prioritized people development.I coordinated the delivery of all inbound Contact Centre service levels for key stakeholders, ensuring a seamless customer experience. Additionally, I designed an innovative Performance Review Scheme for the Collections Department, which was subsequently adopted as a template across all Customer Service business units. This initiative fostered a culture of accountability and performance enhancement.A key achievement was my responsibility for delivering a comprehensive statistical dashboard that equipped the leadership team with the robust data necessary to drive teams and individuals toward achieving their targets.To enhance our customer-facing capacity, I introduced automated processes through digital and telephony channels specifically for pre-delinquent and self-cure customers. This strategic move not only improved efficiency but also increased customer satisfaction.Furthermore, I restructured the leadership team model by redeploying roles such as Coaching Support, Senior Associate, Compliance, and Team Leader, ensuring that all positions were value-adding and aligned with the organisation’s objectives. Show less