Edward Fields Email & Phone Number

Wrexham

• Proactively manage ScottishPower’s business debt portfolio ensuring current and future risks to debt position are identified and mitigated.• Maximise payment collection against annual customer billing of >£900m via all available collection channels while ensuring high level of customer service is delivered.• Reduce bad debt costs associated with debt and reduce overall debtor days.• Lead, manage and motivate team of both internal direct reports as well as multiple third party providers.• Drive high performance Customer Service, balancing Credit Management processes, and objectives, ensuring all regulatory and compliance obligations are met.• Accountable for the day to day management of Inbound and outbound contacts, visits to premises, warrant and court bookings, complaint handling and legal actions.• Control of budget and costs along with responsibility for achievement of additional revenue targets.• Drive business improvement and efficiencies with key stakeholders across the wider ScottishPower business utilising strong influencing and negotiating skills.• Development and delivery of strategic objectives and operating plan. • Lead, motivate and inspire teams to deliver challenging goals and objectives whilst creating a culture of continuous improvement. • Develop, manage and maintain supply chain service level agreements and arrangements with multiple suppliers.• Benchmarking against other utility providers as well as collections strategies within other industries to ensure best practice is achieved.• Represent ScottishPower and influence external bodies including Ombudsman Services, Process Assurance Board and Ofgem

Glasgow, United Kingdom

• Delivery of transformational system replacement project with direct responsibility for customer service processes – Replacing circa 120 legacy IT systems with 1 fully integrated SAP system.• Lead, managed and motivated teams to deliver:-o Definition of current and future business requirements for functional (Sales, Service etc.) and non-functional areas (Business Intelligence, Exceptions, Workflow etc.)o Developed and maintained detailed functional and non-functional requirements including testing strategies for the business environment.o Conducted detailed gap analysis against specified solution to assess if current and future aspirations of business could be met. Initiated actions to resolve any identified gaps.o Benchmarked and evaluated the wider business world and assessed new developments in areas such as self-service and paperless billing.o Supported delivery of overall business case for the project• Provided input and direction to project transition plan.• Benchmarked system deployments in other utilities and business sectors, with a view to documenting and learning from the experiences of others.• Evaluated options within area of responsibility and recommend the most appropriate course of action in line with business objectives.• Developed, challenged, tested and presented business case for the financing and implementation of recommended changes.• Continually monitored, tested and challenged market conditions, products and competitor activity to test and review the selected options and ensure continued strategic fit. • Developed and delivered communication strategy and plans.• Conducted a post implementation review and analysis ensuring improvements were realised.• Managed risks and issues – identified and managed risks and issues.• Inspired and motivated own teams as well as business to buy into change.

Multiple Sites

• Responsible for day to day operation of teams across multiple sites dealing with customer contacts from all channels including telephony, written correspondence, e-mails and outbound contacts.• Developed procedures and systems to provide a high quality cost effective service whilst achieving, and where possible exceeding, business performance targets.• Utilised business experience and understanding to anticipate and address any potential impacts on daily operation (e.g. billing runs, letter dispatch, system availability etc). • Planned and organised activities to make best use of resources available along with ensuring that resourcing was accurate and effective. • Analysed market research reports, recommending and implementing service improvements to the operation.• Assisted and drove the development of consistent best practices in processes and procedures across all call centres and effectively communicated to other parts of the business an understanding of activities in order to seek support and feedback.• Responsible for budget and liaising with resource planning and HR to ensure staffing levels, recruitment, selection and training was carried out in an effective and timely manner to provide adequate staffing levels across functions, teams and sites. • Development of both the operation and individuals within the operation along with the effective performance management through the setting and tracking of relevant objectives ensuring that these are monitored and reviewed throughout the year. • Overseeing the management of all sickness and disciplinary matters within teams to address any issues quickly and in a fair, consistent and effective manner ensuring that all policies and procedures are followed through liaising with HR for advice where appropriate.

Warrington, United Kingdom

• Monitored performance and liaised with key stakeholders to ensure impact of any initiatives, projects external activities etc. were identified and managed effectively. • Supported General Manager in the smooth running of the day-to-day operation. Acted in an advisory capacity to operational management in all business areas.• Supported and influenced the implementation of various enhancements, including Six Sigma projects.• Evaluated and monitored initiatives and projects as they became operational, in order to ensure benefits were maximised. • Utilised technical expertise to ensure the smooth operation of core processes through forward thinking and planning, and in liaison with key interfaces.• Contingency planning of one off events including Business Impacts Awareness and disaster recovery exercises. • Assisted and drove the development of consistent best practices in processes and procedures across all call centres.• Implemented various operational plans as agreed with the General Manager and acted as a direct link into operational and technically driven projects keeping in mind the need to understand, meet and where possible exceed customer expectations.• Recruitment and selection of agents, Team Coaches and Team Managers. Assessed development centre for Team Managers providing in depth feedback. • Supported and carried out disciplinary, grievance and adherence management.