Shannon Faulkner Email & Phone Number

London, Gb

London, England, United Kingdom

Helping Leaders and Companies with Management for Success, Outstanding Customer Journeys, Reach Financial Goals, and Align Processes with Company Mission and Regulatory Compliance. With proven strategies for success, together i can accelerate your growth and confidence with established frameworks to serve at an extraordinary level. Advising and Consulting in Financial Services for 20 years, as well as, author, coach, mentor, and speaker. Using my collaborative hands-on approach and coaching skills, I enhance my clients’ experience of what success means for them. This allows my clients to achieve their aspirations for their business and achieve their vision no matter how large or small they may be.

London, England, United Kingdom

As a Subject Matter Expert (SME), I played a crucial role in the successful delivery of Handelsbanken'sCollections & Recoveries project and the Discount Window Facility (DWF) project. My expertise contributed significantly to enhancing the bank's strategies in arrears management and recovery processes, particularly by providing detailed insights and improvement recommendations. In the DWF project, I collaborated with stakeholders across various departments, including risk, legal, and compliance, to facilitate the seamless integration of the facility. My involvement was in refining operational procedures and developing targeted training material, thereby optimising the bank's operational efficiency and staff proficiency.

Blackburn

As the Compliance consultant, I successfully managed key initiatives, including the integration of Consumer Duty regulations and the selection of a new CRM system, vital for enhancing customer relationship management. A significant part of my role involved conducting a detailed gap analysis this comprehensive project required meticulous planning and execution, ensuring operational alignment with business goals and stringent adherence to FCA regulations.

Blackburn And Manchester

While serving as the acting Head of Compliance at Hippo Motor Group, I led the implementation of the Consumer Duty project, a critical initiative in response to one of the most significant regulatory changes in the industry for FCA-regulated companies. My role encompassed developing and overseeing the compliance strategy, ensuring the company's full adherence to FCA standards. I directed the project from concept to successful completion, navigating complex regulatory landscapes and reinforcing Hippo Motor Group's commitment to regulatory compliance and consumer protection. My leadership was instrumental in aligning the company's practices with the stringent requirements of the Consumer Duty, demonstrating a profound understanding of regulatory nuances and compliance management.

London

In my role as a consultant at Lendable, I was instrumental in two key initiatives for collections and customer service, and working with the risk team. My expertise in project management was pivotal process, where I successfully coordinated with multiple stakeholders to ensure a seamless transition and operational efficiency. Additionally, my contributions involved in-depth analysis and strategic recommendations.

London, United Kingdom

Chief Examiner for the development and expertise of the industry accreditation programme, SAF (Specialised Automotive Finance) that is brought to the motor finance industry through the Finance and Leasing Association. The London Institute of Banking and Finance (LIBF) provide life-long training and education to business and individuals as a non-profit organisation since 1879.

Oxford, United Kingdom

Contracted to provide end-to-end reviews of Operational Areas and present findings to the Executive Board Committee including recommendations for improvement and considerations, as well as, training & coaching in Motor Finance as the Subject Matter Expert (SME). Oodle Finance Ltd are a motor finance company disrupting the traditional market with their innovative on-line channels of customer acquisition and vehicle purchasing.

Northamptonshire

Head of Collections Department including areas of customer care, credit control, legal, vehicle re-marketing, repossessions, recoveries, vulnerability, and liability shortfall. Also included working on innovative projects internally and with external partners.

Bracknell, England

• The Department Manager responsible for both the management of the Collections and Recoveries teams, as well as partnered Outsource Agencies, and leading the function within this business area. The core requirement being to maximise cash collections in a timely and effective manner, minimising risk exposure and through providing an excellent customer service, build customer confidence and enhance the company’s reputation. • Working closely with team and partnered outsource agencies to ensure that correct processes and procedures are followed and in-line with FCA CONC rules and overall TCF• Responsible for the total Vehicle Re-marketing process including Consumer Credit Act 1974 (CCA) termination rights and European Consumer Credit Directive (CCD) Right of Withdrawal. As well as, the valuation and process of asset storage, delivery, and sales with third parties, auction houses and business restructuring experts• Project owner of internal system enhancements or new developments for the Collections & Recoveries department platform, including contact centre software, media communication, and web based recoveries platform.• Member of key forums including Risk Management Committee, Corporate Governance Committee, Finance & Leasing Association (FLA) Fraud and Litigation, CIFAS, CSA, Motor Finance Collections Credit Circle

Redhill, United Kingdom

*To Manage the Collections team for Business-to-Business and Business-to-Consumer debt collection involving a portfolio of 2000 new accounts per month with a target of <1% total balance outstanding against total outstanding book on all contractsDirect Manager of 16 collection staff members including 2 collection Team Leaders.• Management of team leaders and collections advisors including monthly and quarterly performance reviews utilising TQM tools• Introduced and implemented monthly presentations to department on news and results• Initiated, sourced, and managed the project for a secure customer payment gateway• Working within project team to implement new system upgrade including testing, training, updating training manuals, and reporting. This project took me away from the department to head office to utilise skills and working practices for carrying forward into the team• Coached team members on a one-to-one basis for development and growth weekly• Kept an accurate log of all registered anomalies/evolutions within the system for knowledge when upgrading system and team communication

Wallington, England

• Leading achievement of fast progression within this start-up company from Sales Advisor-Underwriter-Sales Team Leader-Collections Manager-Credit Operations Manager within 24 months• Reached target on a continuous basis of 60% cure rate for Collections and 5% cure rate for Recoveries• Implementing new procedures and development of career path structures to enhance the collection process and motivate teams including coaching and counselling sessions. • Introduction and management of Internal Debt Collection Agency and Outsourced agencies to enhance recoveries.• Implementation and overseeing of outsourcing aged debt to external agents. Monitoring of progress by ‘champion challenging’.• Developed a special unit for extreme “high risk” customers • Project managed selection process of dialler system making company recommendation, return on investment and forecasting future growth• Member of Collections Task Force as part of ‘idea generation’ to bring forward new ways of increasing efficiency and productivity• Held monthly meetings to reflect and share results, difficulties, and success stories of department• Introduced incentive and bonus schemes based on best performance and team skills & behaviours• Weekly meetings held with team managers for updates, idea sharing, and company communication• Member of the Human Resource (HR) training and development committee to generate ideas for improvement and development including team building days• Initiated site visit to successful Cetelem Spain for understanding of department that resulted in returning with best practices that were adopted within department• Created a new recruitment programme to have group interviews with debates, questioning, and competency tests.

Financial Technology, Certified

Aicm, Credit Management, Associate

Business Administration, Business, Management, Marketing, And Related Support Services, Business Degree

Certified Business Coach, Coaching, Certified

Certified Transformational Coach, Train The Trainer (Ttt), Certified

Certified Kpi (Key Person Of Influence), Entrepreneurial And Small Business Operations