Full operational responsibility for business lending, service and debt collections.1st/2nd line QA, complaints management, investor relations and logistics

Getting things done....saving money, optimising customer journeys and realising fantastic customer outcomes

A CDER group High Court Enforcement business, collecting debt on behalf of Blue chip financial institutions, utility, TelCo, Legal, and many more sectors.Responsible for :- -Contact centre operations and cash recoveries of client instructed debt.-Finance operations -Human resource management -Customer journey -Digitisation and App e-volution -Vulnerable customer management-Quality Assurance-Systems review and integration-Collections… Show more A CDER group High Court Enforcement business, collecting debt on behalf of Blue chip financial institutions, utility, TelCo, Legal, and many more sectors.Responsible for :- -Contact centre operations and cash recoveries of client instructed debt.-Finance operations -Human resource management -Customer journey -Digitisation and App e-volution -Vulnerable customer management-Quality Assurance-Systems review and integration-Collections strategy-regulatory and legal Compliance and risk-Human Resources Also involved with CDER (Parent) Group projects to progress business operations, including business structure and procedural review and preparation for a FCA regulated door and contact centre connection business, including all regulatory affairs and compliance operations.Reason for leaving - Redundancy- objectives achieved! Show less

Responsible for program management and group transformation. -Targeted to new acquisition prospects.-Digitisation and customer journey across multi-channel contact comm’s-Site location strategy-FCA compliance specialist-Business optimisation and structure Achievements:-*60% improvement in positive trace outcomes*43% improvement in productivity across vulnerable customer team*Implemented risk and control concepts for all back office and non-customer-facing… Show more Responsible for program management and group transformation. -Targeted to new acquisition prospects.-Digitisation and customer journey across multi-channel contact comm’s-Site location strategy-FCA compliance specialist-Business optimisation and structure Achievements:-*60% improvement in positive trace outcomes*43% improvement in productivity across vulnerable customer team*Implemented risk and control concepts for all back office and non-customer-facing teams*24% projected cost improvement for Trace functions *Created a business plan to create a new doorstep contact business utilising group assets, including allCompliance requirements and FCA interactionsReason for leaving - Not applicable - intra-group transfer Show less

COVID-19 business that provided sufficient flexibility to home school & look after my family throughout the outbreak.

New lending startup-Responsible for regulatory application and licensing requirements -Building out company structure and SMT

-Shared services Director for Barclays Financial Assistance (BFA) including Barclays Retail Bank (secured and unsecured lending), Barclaycard, Partner Finance, Business & Commercial Finance.-Positioning resources to execute defined strategy and business operating plans-Brexit preparation and positioning of business in readiness for defined scenarios ( what ever they might be!)-Development of work force management systems to improve agent efficiency optimising customer experience… Show more -Shared services Director for Barclays Financial Assistance (BFA) including Barclays Retail Bank (secured and unsecured lending), Barclaycard, Partner Finance, Business & Commercial Finance.-Positioning resources to execute defined strategy and business operating plans-Brexit preparation and positioning of business in readiness for defined scenarios ( what ever they might be!)-Development of work force management systems to improve agent efficiency optimising customer experience and service standards -Consultant to the business across customer journeys with particular focus on digital initiatives that create operational workforce capacity and enable improved customer experienceReason for leaving - End of Fixed Term Contract Show less

•Post Charge-Off Recoveries accountability for Barclays Bank and Barclaycard*Multi-site responsibility for contact centre and stores customer experience relating to the above, including pre-arrears, and early Collections strategy*Leading Digital enablement and integration of customer journey development into all touch points and related strategy •Responsible for building Vulnerable Centre of Excellence across Barclaycard & Barclays Retail Bank products.-Work force management… Show more •Post Charge-Off Recoveries accountability for Barclays Bank and Barclaycard*Multi-site responsibility for contact centre and stores customer experience relating to the above, including pre-arrears, and early Collections strategy*Leading Digital enablement and integration of customer journey development into all touch points and related strategy •Responsible for building Vulnerable Centre of Excellence across Barclaycard & Barclays Retail Bank products.-Work force management planning ( Resource) across Barclaycard, Barclays lending portfolios, partner finance, commercial payments, business banking and secure/mortgage portfolios -Brexit business preparation across above 6 businesses -Business continuity planning across above 6 businesses-Remediation for post charge portfolios where required Show less

US owned NYSE High Volume Lender, who at the point of hire, had c. £25m turnover, 370 staff, consisting of Digital online lending business and Retail lending chain of 34UK stores. Business was subject to trading sanctions and regulatory scrutiny including S.166 skilled person review and voluntary requirement for arrangement. I was hired as 1 of 3 people (Ops Director, CFO and CRO), to define and execute a business turnaround strategy that would demonstrate sufficient and significant… Show more US owned NYSE High Volume Lender, who at the point of hire, had c. £25m turnover, 370 staff, consisting of Digital online lending business and Retail lending chain of 34UK stores. Business was subject to trading sanctions and regulatory scrutiny including S.166 skilled person review and voluntary requirement for arrangement. I was hired as 1 of 3 people (Ops Director, CFO and CRO), to define and execute a business turnaround strategy that would demonstrate sufficient and significant organisational improvement to ensure Full FCA authorisation, removal of both the FCA Voluntary Requirement and S.166 skilled person review, and bring the company into profit thereafter.Key achievements:-• Cultural and operational reform leading to full FCA permissions in Feb 2016• Successfully mitigated s.166 requirements imposed by the FCA upon the firm (pre-employment) • Developed exceptional monitoring and regulatory oversight routines• Developed governance and operating protocols across the business to ensure appropriate systems and controls including business executive, risk and governance committees to enable appropriate senior management regimes and oversight• Reduced cost of collections by 55% • Improved customer journey through customer profile segmentation and aligned debt collection strategies• Improved 0-180 day collections from 32% to 60% • Reduced headcount budget by more than 50%• Halved the time from ‘Loan application’ to ‘Funding’ enriching the customer experience and improving loan conversion rates from 12% to 22% of acquired Loan leads • Reduced cost of loan acquisition by 55%• Hired and embedded top tier management team• Decreased trading Losses of £17m to £0• Developed experienced Complaints team and SOP’s to manage and mitigate legacy portfolio issues, and developed strong FCA/ICO relationshipReason for leaving - Resigned to pursue new opportunities Show less

Head of service with responsibility for pre-charge off debt recovery, customer services and back office services working for Lloyds Banking Group.Reason for leaving - career progression at CURO

Full responsibility for the Collections function (monthly collections c. £3.2m, £2.5 billion debt servicing) incorporating the planning, development co-ordination and implementation of all collections operational strategies, reporting, strategy, pricing, human resources, external collections and administration.Upon commencement of my appointment, it became apparent that the business had conducted an unauthorised and uncontrolled settlement strategy to advance short term recoveries from… Show more Full responsibility for the Collections function (monthly collections c. £3.2m, £2.5 billion debt servicing) incorporating the planning, development co-ordination and implementation of all collections operational strategies, reporting, strategy, pricing, human resources, external collections and administration.Upon commencement of my appointment, it became apparent that the business had conducted an unauthorised and uncontrolled settlement strategy to advance short term recoveries from their paying customers, the effect of which incurred a £12m asset revaluation and eventual asset sale to Cabot Financial.Objectives became focused on assessing and presenting investor options principally driven by the following objectives:-a) Maximising cash collections and reversing incurred portfolio lossesb) Cost reduction c) Rapid development of DCA income to mitigate Debt portfolio lossesd) Management of Investor and employee relations to generate time to maximise a,b and cReason for leaving - Redundancy due to business sale to Cabot financial Show less

Fairfax Solicitors (Eversheds ‘spin-off’) merges with Drydens (Addleshaws ‘spin-off’) debt recovery business to form the UK’s biggest legal recoveries entity at the time. My role was transferred under TUPE to the newly formed Legal entity.Reason for leaving - Redundancy due to business sale to Drydens

Fairfax Solicitors was the unsecured Debt recovery operation of Eversheds Solicitors. My role was transferred under TUPE after an MBO.The business Conducted debt recovery and litigation services on behalf of Debt Purchase, Banks, Credit & Store card providers, as well as Central Government clients.Reason for leaving - TUPED to Drydens after business sale

Eversheds unsecured recoveries department sold to Fairfax Solicitors Ltd in MBO - credit today.Sep 28 2009The unsecured recovery products department specialises in the design and delivery of debt solutions for financial institutions and Central Government departments. The work carried out by the team includes express charging orders; Bad debt loss mitigation; consumer debt recoveries; commercial debt recoveries; failed IVA recoveries and deceased account administration.

Areas of expertise:-Pre-litigation (CCA) and Government debt collection managementSecuring 'Unsecured debt' for long term financial security Post Charging order debt collection Liquidating secured debt by Pre & Post possessionLoss mitigation of 'bad debt' Compassionate collections from deceased estatesProcess managementReason for leaving - TUPED to Fairfax Solicitors after MBO

Employed @ GE Consumer Finance, I conducted a dual focused role split between the organisations Debt Collection Department and Cross Functional Operations Team.Tasked to challenge operational effectiveness and lead project improvement teams to identify and rectify areas of weakness or improve processes and procedures where established opportunities are identified within the Debt Collection department.To lead operational cross functional projects through to completion, following… Show more Employed @ GE Consumer Finance, I conducted a dual focused role split between the organisations Debt Collection Department and Cross Functional Operations Team.Tasked to challenge operational effectiveness and lead project improvement teams to identify and rectify areas of weakness or improve processes and procedures where established opportunities are identified within the Debt Collection department.To lead operational cross functional projects through to completion, following either DMADV or DMAIC protocol.http://en.wikipedia.org/wiki/Six_Sigma Show less