A Director of Operations with 21 years’ experience in the business process outsourcing, contact centre and debt collection industry, and as such possesses expert and diverse skills arising from operational, strategic, collections and recoveries, procedural, compliance, development and people management.Worked at director level for a top 10 Debt Collection Agency managing over 275 direct and indirect staff. Worked with multiple clients from various industry sectors ranging from Banking Finance, Communications, Mail Order, Government and Utilities.Key to driving the growth of the Interlaken Group collection and recoveries department operationally, procedurally and strategically over the past 2 decades and delivering efficiencies. Encompassing a multitude of portfolio segmentation placements from live accounts through to pre and post charge delinquency cases. An individual who has worked his way up from the front end of the industry through to Director of Operations and has the proven ability to work with other leaders to define business goals and strategies, and due to breadth of industry and subject matter experience can drop down to the granular level if required to troubleshoot and ensure the success of operations and initiatives.Key support to the business in achieving ISO accreditation in Information Security Management (27001), Quality Management Systems (9001) and Environmental Management (14001)KEY SKILLS Contact centre knowledge Customer satisfaction ‘root cause’Bespoke multi-media strategiesChannel switch analysis and deliveryEfficient cost of service control Best time to call regression analysisCommercial expertiseRisk governancePolicies and procedures Quality managementCompliance management (process and MI)Mail site process management System deliveryProject managementComplaints management Budgetary controlB2B sales and upselling Innovation excellencePerformance analysisHR management3rd party relationship management