Ian Tims Acicm Email & Phone Number

Manchester, England, Gb

London, England, United Kingdom

Operational analysis of process performance, quality, complaint and service as well as other adhoc operational analysisCustomer journey mapping and testingProcess management of our vulnerable customer and life event processesEnsuring process guidance, training materials and customer help articles are up to date and accurateHandling escalated complex/out of process cases (low volume)Reviewing customer and agent insight and feedbackDriving continuous improvements Delivering on our goals and assessing and delivering change

Manchester, England, United Kingdom

Striving to give the best possible experience in the worst of life-journeys. Losing someone or facing a terminal illness are the hardest things you might have to do in your lives, so my mission is to make the customer handling sensitive, supportive and efficient. Likewise, Accessibility needs require attentiveness. We cannot settle and must always challenge for the best. #numberoneforcustomer

Greater Manchester, England, United Kingdom

Championing ‘#1 for Customer’ in all approaches, challenging myself and colleagues to put the customer in a better position than they were in. Leading complaint handling teams to restore confidence in Vodafone, whilst bringing colleagues on a journey to be brave in all interactions.• Leading the flow of information across 200+ people (5 in-house teams, plus 10 further teams across 2 partners).• Created and restructured diverse teams for optimum efficiency, covering complex or common, aged or recent, skilled or common complaint types.• Reduction of outstanding complaints from 3,000 to 300 to achieve 80%-same-day resolution. Achieved through performance management, improved process efficiencies, ringfenced workload allocation and boiler-room case-by-case reviews.• Presented on stage in front of 500+ colleagues (200+ physical and 300+ virtual attendees) on identifying and treating customers vulnerabilities in addition to complaints.• Collaboration with insight teams to implement journey improvements, system fixes, clearer customer communications and building agent knowledge.• Conducting process audits around customer outputs, reopened cases, credits provided & quality of case-handling, against regulatory expectations.

Manchester, England, United Kingdom

*Vodafone's 2022 Global Hero* (one of only 2 people from within Vodafone UK) for setting up a Market-Leading Vulnerability team to deliver exceptional customer resolutions.HouseRED winner for 2022 (x2) for “Experiment Learn Fast” and “Get It Done Together”HouseRED winner 2021 (x2) for "Create The Future" and “Earn Customer Loyalty” - Vodafone's reward scheme for those over-achievingOperationalising a brand new team purposed around supporting our most Vulnerable consumers eg. Changes of Circumstances, Financial Hardship, Self Harming, Suicidal.Championing the process for looking after vulnerable customers and the journey that they are on. Leading the way on demand management for the Customer Additional Support (CAS) team to ensure their purpose is being correctly utilised, through roadshows, knowledge bases, training material, how-to video guides & feedback loops.Outside of CAS, governing and producing high level reporting around quality and ''Doing What's Right" agent-driven activity against our Billing, Credit Risk & Collections teams. Driving 100% training module compliance in addition to agent risk deep-dives surrounding quality of their work (calls, chats, credit compliance, complaint reduction, policy adherence).Bringing Operational & Governance findings together to construct operational quality assurance activity for the Credit Risk, Collections and Billing team that meets our regulatory requirement. Optimising the Verint technology and utilise to identify process failures and training needs across the function.

Stoke-On-Trent, England, United Kingdom

Driving results through inspirational leadership and direction as well as being a strong influencer with the most senior people within Vodafone and our customers - in order to deliver best in class collection of cash, halving collective overdue balances from £40m and significant reduction of debtor daysSupport to Vodafone's risk strategy team in help review and drive forward a collections toolkit that will enable people to collect with ease, along with working with change, lead to cash and relentless fix teams to improve and eradicate existing broken processes.Responsibility for the delivery of end results for a specific work area, including:• Planning finances, budget and policy formulation.• Allocation / selection of plans and resources to deliver within work area / team.• Zero debtor utopia strategy building through ledger and strategy remodelling• Analyses performance data and strategise operational improvement, taking full people management responsibility• Establishing myself as key contact for Vodafone senior stakeholders, delivery of real time updates, escalations and targeting

Manchester, United Kingdom

Maximising revenue generation for online Casino companies whilst exceeding strict internal and external audit requirements (SOX). Delivering a robust billing process, Accounts Receivable through to Accounts Payable.• Streamlining incorrect/incomplete data points, ready for future use.• Implementing AR to AP reconciliation process, ensuring payments to suppliers are correct and in line with contracts.• Identifying (& correcting) unaccrued and uninvoiced revenue through process deep-dives, so far EUR8.5m+• Managing AR team to ensure cashflow levels are maximised, working with key stakeholders from all commercial, financial and legal areas of the business

Kuala Lumpur, Malaysia

Ensured sustainability and drove the growth of the Asian businesses by leveraging the developed business partnership including principle relationships with Shell. Relocated to reside & commute in Asia.Maintained the overall responsibility for the end-to-end business development delivery function, whilst promoting Radius’ products to potential customers.• Turned-around the Singapore business into a profitable venture, achieving a GBP8m (SGD15m+) annual turnover within the first two and a half years of the company’s inception.• Achieved an annual turnover of GBP5m (MYR25m+) from the Malaysian business within the first 24 months since inception. Also, tripled the income generated on both new and existing business.• Created a high-performing team and successfully championed the growth of the South-East Asia portfolio which comprised of approximately 7500 customers and a headcount of 40+ staff.• Formulated and executed effective prospective strategies to support key business opportunities in Asia for strengthening products, services and processes. Also, carried out extensive key credit and account management responsibilities.• Led the launch and pitching of the company’s products/services, as well as developing efficient E2E sales models and principles ensuring campaign pipelines were well managed from budgeting through to deal close-out. • Cultivated long-term, mutual and profitable relationships with customers and attended industry functions/events to acquire new customers and advance the existing networks.• Liaised with internal and external stakeholders to ensure the provision of high-end service and to support the sharing of best work practices.

Ronse, Belgium & Dublin, Ireland

Established a management alignment and employee communication plan within the Irish & Belgian businesses. Relocated to reside in Belgium & Ireland.Appointed to manage eleven projects which targeted improving various business processes, to include income generation, cost-saving and customer satisfaction.• Facilitated initiatives for gross margin improvements through reviewing product features & fee programmes, increasing non-fuel based income by 20% (circa GBP80k/EUR80k per annum).• Trained and mentored a new team of Supervisors for departments encompassing Performance, Sales and Credit Management.• Drove reforms in the Customer Service and Customer Maintenance teams’ responsibilities and priorities.• Created and implemented the inaugural outbound Telesales team to enable further outreach to larger business opportunities.• Established tools for measuring customer satisfaction and developed a robust staff induction and post-induction programme to improve loyalty among the customers and the employees.

Crewe, United Kingdom

Managed the team while working in a busy and fast-paced office environment to ensure accountability for the UK, Irish, German, Belgian, Dutch, Swedish & Danish products. Controlled credit collections, risk & approvals extended to small and large-sized businesses for various fuel card providers across North Europe which covered Belgium, Holland, Denmark and Sweden, comprising of circa 50k customers and an annual turnover of GBP200m/EUR200m).• Held the responsibility for maintaining each country’s credit policy and associated processes, with full authority for approving or declining credit to both new and existing customers.• Nurtured close partnership with the Managing Director, as well as the in-country Finance and Sales departments in all aspects of credit management.• Coordinated a team of 9-15 Credit Officers and two Supervisors, stationed across different offices in Europe.• Maintained Belgian debt levels at less than ¼ of the budget level whilst controlling the acceptance rate for new Dutch and Belgian applications at 95%.

Crewe, United Kingdom

Managed the team while working in a busy and fast-paced office environment to ensure accountability for the UK, Irish, German, Belgian, Dutch, Swedish & Danish products. Drove credit collections performance to maximise payments and improve payment behaviour for defaulting customers for fuel card accounts across UK, Ireland, Germany and Holland.• Facilitated close relationships with external clients and business partners, in addition to passing key decisions regarding the review, retaining and release of major accounts.• Liaised with the Finance and Sales departments to maintain and manage the sales ledger, as well as collaborating with the board of directors to implement change and improve processes.

Crewe

Led a team of agents in executing efficient telesales initiatives which ensured timely accomplishment of targets in line with TCF policies. Managed training, motivation, feedback and synergy programmes while providing coaching and mentorship to cross-functional teams, with a focus on optimising performance and sales results.• Oversaw the launch and successful performance of new additional campaigns for the high-profile mobile network companies including EE, Orange and T-Mobile.• Acted as an advocate of compliance, customer excellence and continuous improvement to protect the customers’ and business’ interests. Built and maintained effective relationships with key stakeholders including recruitment, training, HR, QA, resource planning, IT and payroll.• Held sole responsibility for managing a Sales team of over 30 staff for a period of three months and ensured a smooth succession through the development of a new Sales Leader.

Crewe

I sold insurance policies for mobile phones and Sky equipment to a range of clients through outbound dialling to warm & cold leads. An element of this included cross-selling and looking for multiple opportunities. I utilized and analysed data to understand the team’s performance and used this to support my manager & provide coaching, briefs and 1-1 sessions to motivate and develop my team.

Stockport, United Kingdom

I offered comprehensive consumer credit services to the general public, ensuring products were suitable for individual budgets. Through cold calling to generate leads, I used listening and negotiation skills, as well as reviewing income and expenditure statements to get the right hook and pitch for each client. I optimised contact to enable best service to each and every customer.

Stoke-On-Trent, United Kingdom

I managed a team of collections agents in the Commercial area of the business (B2B). I met with clients to negotiate terms and support of the relationship and service provided. I assessed the risk of businesses credit history before authorising for them to be set them up on a payment plan.

Wilmslow, Cheshire

I worked as a Team Manager in the sales department selling Unsecured and Secured loans. I assessed customers’ credit and worked closely with the underwriting team to ensure responsible lending. I performance managed individuals to meet various targets.

Stockport, United Kingdom

I worked as a Team Manager of various inbound and outbound teams (B2C & B2B) controlling sales and service results, in addition to managing the account switching process.

Stockport, United Kingdom

Stockport, United Kingdom

Didsbury, Manchester

Trafford Centre, Manchester

Cicm - Chartered Institute Of Credit Management, Credit Management, Diploma

Activities and Societies: Business Environment Accounting Principles Business Law Credit Management My qualification for the CICM.

9 Gcses, B-C

High school qualifications

Education record