Phil O'Shiel Email & Phone Number

Multi Site

As the Group Lead / Director for The Phoenix Group, the UK’s largest long term savings and retirement business, my mandate is to deliver for the client, a business which transforms the operational ways of working across the estate. Covering seven geographical locations across the UK and India, with over 3000 colleagues my business is one which continues to.

United Kingdom

As Client Delivery Executive and member of the Exco committee I am the owner of the business P&L and shared service functions. Running both a significant Pension operation and Protection business across multiple locations I lead across strategic decisions which involve customer, clients and finance. Responsible for all key business components, including.

Lytham, Lancashire, United Kingdom

Operations Director for the award winning North West Contact Centre 2020, delivering Life and Protection for Aegon.This includes the running of a service chain which supports IFAs, and customers achieve their goals of financial security.The role focus is to deliver1. Operational Excellence & Benchmarking 2 Exceptional Service Delivery3. Transforming.

Multi Site

• As the CF1 approved person, and board member my role was to re purpose a nationwide business. As Managing Director for the “Debt Collection” and “Early Life” (600 FTE) portfolio across Capita I had the ownership of all.
• Responsible for the successful delivery of the operational and business plans.
• Responsibility for managing relationships with portfolio vendors and internal stakeholders to further develop the business.
• FCA Approved Person role CF1 with responsibility and accountability for regulated activity

Multi Site - UK

As the Assurance Director (CF29) for Capita Lending Services I was responsible for the oversight of all regulatory activity & the deployment of a shared services function. I was responsible for all “First Line Assurance” activity across both secured and unsecured operations incorporating risk management, quality oversight, remediationand all aspects of.

Stockport, United Kingdom

Mortgages, Sales and Customer ServicesDeveloped MMR (Mortgage Market Review) operational strategy ensuring business is on track to maintain regulatory standards. Responsible for multi-channel customer service offering across a diverse operation including mortgages, customer services, direct banking and B2B Sales and Service. Developed a conduct risk.

Manchester, United Kingdom

Responsible for multi-channel contacts across the Personal Customer base including the leadership and management of the Outbound telephony department, direct marketing-driven Inbound Sales function and Small Business sales department. Delivered the sales performance across each product line ensuring all commercial targets are achieved. Built an Outbound.

Stockton On Tees

Delivered exit strategy for Lending business relocating staff and replicating business to another business unit, co-ordinating training & development initiatives to redeploy team members into further roles. Coordination of site closure supporting the operational relocation of all sales activity including all lending and income generation activity. Played a.

Sunderland, United Kingdom

Led the successful implementation of a dynamic Lending team with over £10-£15 million worth of lending applications per week. In this role I was responsible for the leadership and development of over 100 FTE. Key successes in this role include 1.Recognised as the top performing leader across distribution.2.Exceeded all customer and revenue.