Michael Jackson Email & Phone Number

England, United Kingdom

Liverpool, United Kingdom

Responsible for monitoring collections performance and strategy, providing a wide variety of analysis and reporting for senior (internal and external) stakeholders.Key ResponsibilitiesClient Performance. Responsible for ensuring all clients are performing in line with internal and external expectations, providing analysis and making recommendations to directors within the business where appropriate. Presenting tailored and insightful analysis to clients in monthly calls/meetings.Company Performance. Pricing new business opportunities and proposing associated strategy to aid delivery of required performance. Reporting on profit & loss on a per client basis, recommending strategy adjustments to the collections director where appropriate to maximise revenue while maintaining/improving on client performance levels.Call Centre Performance. Setting staff targets, forecasting new business volumes and associated FTE requirements, agreeing intraday dialling strategy with operations team.AchievementsDeveloped a bespoke report analysing specific parts of a collection’s strategy, allowing profitability/efficiency of individual activities to be assessed and assist with data driven decisions to maximise revenue and maintain/uplift performance.Monitored performance of 20 key clients within the business - identifying trends, recommending strategy changes and providing insight to key stakeholders on key metrics such as new business volumes, performance compared to competitors (and potential impact on future placement volumes), and profitability.Redeveloped the QA reporting suite to allow for more targeted training to call centre staff, resulting in 50% reduction in call fail rates.

Liverpool, United Kingdom

Responsible for the analysis of company critical data to ensure optimal reporting, forecasting and analysis for clients and management with the purpose of maximising collections performance and making informed business decisions. Key ResponsibilitiesResponsible for the analysis and pricing of debt purchased of opportunities in the UK, Ireland and Belgium.Providing daily and long-term collections and revenue forecasts for the credit management and purchased debt arms of the business.Development and optimization of internal and external reporting to meet stakeholder requirements and highlight key trends.AchievementsDeveloped and maintained a resource planning model for the blended call centre operation, which enabled the business to accurately allocate resource and empower recruitment planning across four call centre departments.Suggested and implemented changes to the automated dialling system through data driven analysis. This reduced waiting time between calls for call centre staff by 30%.Improved regular reporting processes within own department, increasing the automation and reducing manual input required. Reduced time spent on regular reports/analysis by 50%.