Jack Davison Email & Phone Number

• Responsible for leading teams of 20-30 people in-office and remotely to meet a range of demanding client and internal KPIs with a particular focus on meeting tough regulatory call quality standards for major UK banking group• Experience in leading departments of c. 80-100, chairing management meetings, presenting to senior internal and external stakeholders and working across sites and departments to implement significant and fast pace changes in Operational environment • Develop Team Leaders/Managers, Coaches and Customer Consultants by understanding motivators and needs of individuals, creating short & long term SMART objectives • Identify, raise and resolve a range of system, policy and process issues by working with colleagues at all levels internally and externally to establish issues and present solutions to allow continuous improvement in the delivery of results and changes • Analyse a range of MI and statistics to identify areas for improvement or unacceptable performance, coaching others to utilise information to drive their own effectiveness by appreciating their ability to positively control their own behaviours and appreciate the intention of feedback• Resolve a range of, sometimes intense, conflict situations between individuals and teams, following policies and processes and making appropriate disciplinary decisions when necessary • Role model for business expected standards and behaviours, receiving Encore Capital Group’s [Parent Company] Presidents Club 2019 Award for Focus on People and success in leading new Department for new banking client

Glasgow, Scotland, United Kingdom

• Initial 3 month Secondment extended through initial Covid response and latterly responsible for leading Project Delivery and Operational Support of homeworker deployment of c. 210 colleagues across Scottish sites, far exceeding business expectations on a critical business project • Responsible for conducting RAID analysis of proposed client changes working to strict timescales with a range of internal and external stakeholders at all levels to ensure appropriate assessment and delivery of proposed changes across business • Lead business assessment, cascade and implementation of rapid changes in response to Covid with drastically reduced timescales • Chairing effective meetings with Client Supplier Managers, Performance & Insight, Client Relationship Managers, Compliance, Junior to Senior Operations Management, Learning & Development, Strategy & Planning, Project, Contractor and IT personnel to support delivery of critical changes and project goals • Found ways of improving and creating communications and tools to support Operation in key client deliverables, major incident reporting and homeworkers support guides

Glasgow, Scotland, United Kingdom

• Similar responsibilities to those described in Team Manager role above, leading teams of 15-40 individuals, across various Recoveries departments and for multiple clients • Greater direct responsibility for auditing and direct coaching of Customer Consultants• Experience in Training Delivery due to business stretch when triaging teams, recognised for flexibility and efforts at short notice with Colleague of the Month award in 2015• Launched business’ first Scottish Academy Telephony Teams (Grad Bay) with great success, resulting in Colleague of the Month award in 2013 and establishing development team concept still in use by business today

Glasgow, Scotland, United Kingdom

• Customer Consultant responsible for understanding customer affordability, resolving debt disputes and meeting a range of KPIs on monthly basis for range of major UK brands