Using data and analytics to drive actions that deliver improved commercial performance, ensure effective operational controls and reduce customer harm.Leading a multi-site, multi-product analytics function to deliver key insights and analytics to support Lloyds Customer Financial Assistance. Responsible for driving improved commercial and conduct performance through data and analytics, supporting Secured, Unsecured and Motor Finance products across numerous brands and geographies.Responsible for the co-ordination of controls activity across Lloyds Customer Financial Assistance, driving the focus on controls and leading the recommendation of oversight improvement opportunities.

Using data and analytics to drive actions that deliver improved commercial performance, ensure effective operational controls and reduce customer harm.Leading a multi-site, multi-product analytics function to deliver key insights and analytics to support Lloyds Customer Financial Assistance. Responsible for driving improved commercial and conduct performance through data and analytics, supporting Secured, Unsecured and Motor Finance products across numerous brands and geographies.

Responsible for the development, promotion and delivery of advanced operationally sustainable analytics solutions and intellectual insights across Consumer Finance. Partnering across the business to ensure maximum value from data can be realised and consumed. Driving optimal use of analytic toolsets and data led decisioning mind-set, to deliver efficient, relevant and timely business benefits. As Business Integration Manager supporting the COO organisation, developed a strategic business relationship with the COO senior leadership team, working closely with the COO executive to partner and consult on all key business problems and change, embedding data driven solutions across the operation, leading to improved efficiency and value, as well as improved Customer Journeys and outcomes.

Responsible for the delivery and development of all business critical MI in the collections and contact centre departments. This includes all operational and strategy performance reporting,as well as all Control and exception reporting (OCC, OFT, FSA). Driving the appropriate informed decisions around loss and delinquency mitigation across 5 portfolio's and 3 geographies. I led a team of up to 15 highly technical SAS/SQL analysts to support all key areas of collections and the contact centre including; Operations - Delivery and development of key metrics to allow for appropriate call centre performance management, with ongoing in depth analysis to drive constant improvement in strategies and operational approach.Strategies - Support the design and implementation of strategies with key metrics and data to support benefit cases and justifications.Project Support - Technical and data warehousing support and consultation for all key project implementations. Loss Forecasting Support – Development of accurate in month trending and sizing of regulatory and strategy change to understand future loss/delinquency performance.Control - Consult on all key Control projects and issues to ensure all remediation is backed up with the appropriate Control reporting and exception identification. Key Achievements•Led the delivery of "best in class", user friendly performance reporting, utilising SAS/SQL/Cognos/Access/Visual Basic and Excel to support large collections and contact centre departments across 5 portfolios and 3 countries.•Managed key projects which delivered high quality MI incorporating data from stand alone call centre management tools including IEX, CMS and NICE.•SAS "Visual Analytics" Educated.

In this role I was a product owner, fully responsible for all delinquent accounts in the Consumer Finance (CF) portfolio of Collections. Responsible for over 60 associates, 4 managers as well as a vendor relationship. The position required me to performance manage the unit to ensure loan loss targets were achieved whilst maintaining a compliant and customer focused collections environment. This role required regular liaison with Finance partners with regard to FTE, overtime and incentive budgets, as well as delivering regular updates to the owner of the CF P&L around performance and expense. I was also responsible for developing and analysing key trend data to accurately predict future loan losses and delinquency performance.Key Achievements•Achieved net credit loss goal favourability of over £10 million in 2009.•Achieved Gross loss number in 11 from 12 months in 2009, •Delivered varied and significant key projects to ensure regulatory adherence and ongoing performance improvement.•Six Sigma Green Belt Certified as a result of a performance variation project that delivered £7.4 Million in loss benefit in 2010.

As a Collections section manager I was responsible for managing 12-20 associates collecting on delinquent accounts. The primary responsibilities included performance management, coaching, analysis of team MI and prediction of likely collections performance. The role heavily involved developing associates with the quality of their calls and collections maximisation.Key achievements•Achieved collection rate goal in 11 from 12 months between May 2007 & May 2008 on 180 days team (final delinquency stage prior to Charge Off).•Awarded “Call Centre Manager of the Year” by the “Call Centre Management Association” in April 2008, an industry wide award.