A member of the Senior Leadership team responsible for leading StepChange Financial Solutions and StepChange Voluntary Arrangements

Monitoring the performance of all debt solutions, identifying improvements where performance is not as expected. Create the business case for improvements, new products and services, ensuring delivery meets user needs, meets the expected benefits and is delivered within budget. Create the product roadmap for all debt solutions, ensuring stakeholder support and communicate the vision for debt solutions across a variety of levels.

Providing leadership to the Operational SME team on our Transformation programme to ensure client and colleague user needs are achieved. Developing and managing a robust plan to ensure operational readiness and the changes are successfully landed.Using lean Six Sigma to deliver operational efficiencies to transform our ways of working.

Providing leadership and strategic direction to the Client Support, Customer Service, Correspondence and Settlements departments. Working across 3 locations leading a team of 5 Operations Managers, 32 Team Leaders and circa 300 colleagues. Key responsibilities include delivery of KPIs, colleague engagement, compliance under FCA rule book, risk management, change management and deputising for the Head of Debt Management Services when needed.

Providing leadership to 8 team leaders and 90 FTE. The department answers circa 38,000 calls a month, completes budget reviews and provides debt advice to the debt management plan client base.Responsible for KPIs, complaint resolution, colleague engagement and team development. Key achievements- Lead the team through a key period of change into a FCA regulated environment- Implementation of a planning & resourcing across 6 departments- Ops lead for implementation of a client online review system- Ops lead for several new products for clients including token payment plans, paying priority arrears on a plan, financial re-establishment service

Providing leadership across 2 departments. 1 responsible for the set up of client debt management plans & the other to collect client payments and disbursement of payments totalling circa £28,000,000 a month. Responsible for 8 team leaders and 80 FTE ensuring service levels and KPIs achieved across all teams. Provided leadership through change and a communication strategy for the departments. Key achievements- Ops lead for new client management system-Ops lead on the replacement of direct direct system- Ops lead for new follow up system to contact clients for missing information - Set up of an outbound team to contact clients for missing information