Lucy Blacker Email & Phone Number

Maidenhead, Gb

London Area, United Kingdom

- Focus on leading and managing organisational change initiatives to ensure efficient and successful workflows and processes across all areas of Asset Finance.- Working closely with stakeholders to understand their needs and concerns, and developing change management strategies that align with business objectives. Ensuring employee engagement and employee testing throughout process.- Create testing plans and strategy to ensure all processes are tested fully.- Looking at the Operational strategy for the division as well as ensuring we are mitigating risks as a division.- Impact assessment of changes, designing and configuring changes in SOPRA Sprint Software, Alfa Financial Software, SOPRA Stocking Software, Altova.- Introducing training plans and SOP updates for process and policy changes- Play a pivotal role in mitigating risks, resolving issues, investigating bugs and ensuring that changes are adopted efficiently, contributing to overall growth and performance for the organisation.- I saved a total of 2054 minutes of work daily, equating to 4 FTEs, and delivered 350 change items.- Utilising my Operational Management skills to understand and review the downstream impact of these changes.

Reading, United Kingdom

Key Responsibilities:- Management of the Collections & Customer Solutions teams, supporting the Head of Operations and COO for UK and IE.- Previous responsibility for the New Business Processing team; pre-COVID- Direct reports of 20 FTE- Champion for continuous process improvement driving efficiencies and building a scalable Operations function- Introduction and management of KPI’s across Operations to help drive operational excellence resulting in increased productivity and a significant reduction in arrears numbers- Manage the COVID-19 restructure team along with the agreement recommencement programme for the EMEA region, working collaboratively with the Australian business to ensure best practice- Running the daily management team huddles to help enhance communication across the business- Oversight of the financial reconciliation reporting maintaining at a low level- Ensuring teams are cross trained in teams main policies and procedures whilst continuously reviewing these to ensure these are up to date- Complaints Manager for the EMEA region- Development of a monthly Operations performance pack for the Senior Management Team- Working collaboratively with the Business Operations Risk Manager to assist in the design andexecution of adequate controls to manage operational risk- Providing support to all teams to ensure the timely and accurate completion of SLA’s- Management of a diverse work force and encouraging work flexibility where possible as per the business strategy- A key driver of motivation for the team to provide the best customer service we can to our external and internal customers- Prioritising the constant change of work in a fast-paced environment whilst keeping a highly motivated and focused team.- Awarded for outstanding performance for the involvement in COVID restructures and client commitment.

London, United Kingdom

- Building and maintaining strong client relationships- Quoting competitive rates and commission for the financial agreements- Producing pipeline and monthly statistic reports to ensure brokers are meeting their KPIs.- Arranging and attending client meetings to gather feedback and discuss future prospects- Supporting the Area Sales Managers with day-to-day queries and on-going projects- Carry out monthly debtor reports to establish arrears trends to ensure arrears levels stay below 1% of our total portfolio. - Manager 4 vendor programs and insurance program that Macquarie offer to our customers. - Mentor and train 9 other advisors in collections and customer service.- Ensuring that all payments are allocated to the correct cash flows and are kept from falling into arrears.

Contributing to the achievement of service levels within the New Business & Customer Services team, to ensure both dealer & customer satisfaction.The team are responsible for the quality of the goods we finance so I sometimes need to handle quality complaints. When doing so I do what I can to treat the customer fairly, ensure Honda’s reputation remains positive and gather all of the facts to help bring about a well informed conclusion.Working together with the Financial Ombudsman Service and gathering all evidence they require to deliver their judgment on the customers’ complaint and taking into account that they will be viewing the complaint from an outside point of view. I had the opportunity to be one of the main contributors to HFE’s most recent marketing survey with a return of over 1000 completed, compared to previous years with us only just reaching 100.

Bray

• High expectations in customer service for Heston Blumenthal’s latest business• Was given the responsibility of Head of the Restaurant

Maidenhead, Berkshire

• Cross trained across Customer Service counter and checkouts• A customer–centric role, requiring going ‘The extra mile’ for the customer• Was given the responsibility of Supervisor

Bachelor Of Arts, Business Management, 2.1

Course Modules: Accounting for Decision Making, International Finance Reporting and Analysis, Marketing, Strategic Management, Human.

A-Levels, Maths, Music And Dance

Activities and Societies: Evolve Dance Company, Music Society, House dance captainVolunteered to teach primary school children a dance.

11 Gcse'S, A-C

Activities and Societies: Masterchef cooking competition, Hockey, Swimming, Guitar GroupDuring my 5 years at Newlands Girls School.