Simon Hanlon Email & Phone Number

London, England, United Kingdom

• SLT member contributing to strategic direction & oversight of the company, challenging performance & business practices against industry best practice
• Member of Credit SteerCo, Credit & Underwriting and Health & Safety Committees
• Transformed, led and motivated the C&R function to maximise capability, productivity and performance within the regulatory and legislative landscape
• Contributed to improved profitability by setting and implementing collections strategy, whilst ensuring fair outcomes for customers
• C&R team 2020 finalists in the Credit Awards ‘Outstanding Conduct in Collections‘ category
• Optimised people, policy and e2e operational processes by driving efficiency & effectiveness

Watford, United Kingdom

• Led, oversaw and controlled the Change Management, HR and Office Management functions to ensure these supported the business in meeting its business targets and objectives within regulatory and legislative.
• As a member of the SMT, contributed to the strategic direction, and oversight of the company, whilst evaluating and challenging company performance and business practices against industry best practice. Introduced a.
• Led, coached and developed reporting staff to ensure competence and achievement of potential whilst managing performance. This saw the promotion of one team member to a position of greater responsibility
• Acted as the intial point of review, on behalf of the Managing Director, for all third party contracts, liaising with Legal to present a finalised document for approval
• Succesfully drove the input and final document submission for tenders, resulting in Omni being awarded the Creative United ‚Take it away‘ scheme contract
• Produced regular up to date MI and departmental measures to ensure management of all key risks, performance and that controls are effectively managed

Watford, United Kingdom

• Built, and implemented, a project plan for delivery of a new product to the financial services market. This included, but not limited to: regulatory compliance, product design, credit policy, operational model.
• Designed, and implemented, a Change Management function to drive operational change throughout all functional areas to ensure that the business had the appropriate structure and systems & controls to support the next.

• Reporting to Director of Customer Services, supporting the management of Kensington’s primary and special servicing portfolio, outsourcing arrangements and insurance products, ensuring ICOB compliance (FCA authorised.
• Responsible for the refresh of the servicing standard letter library ensuring it was effective & compliant
• Ownership of functional area budgeting process and weekly oversight of expenditure (>£1m)
• Acted as point for the production, and delivery, of investor and rating agency presentations
• Member of CML Arrears & Possessions and Interest Only panels
• Specific involvement in executive level and litigious complaints, such as MP correspondence, defended legal actions or actions / threats against the company with a potential portfolio or media impact

• Responsible for optimal management of Kensington’s post completion customer facing operations, ensuring the customer was at the heart of the organisation
• Team delivered superior collections performance whilst ensuring compliance with all relevant legislation, including TCF. This resulted in YoY reductions in arrears and possessions portfolios, and write-off, through.
• Established the internal Legal Review Group to mitigate exposure, and cost, on complex litigation cases, vulnerable customers and executive level complaints. This resulted in: increased control of complex cases.
• Management of the outsourced administration relationship ensuring contractual service levels were met and that Kensington’s culture was being truly, and consistently, delivered directly to the customer
• Development of all aspects of first and second mortgage post-completion mortgage administration value service to the customer thereby optimising income for the company
• Minimising arrears and losses subject to agreed strategic direction and within UK regulatory framework

• Led the ‘green field’ development of an in-house special servicing capability to manage identified mortgage accounts to maximise account rehabilitation and minimise repossessions. This included development and.
• Played a key role in guiding and supporting the development of mortgage servicing expertise and established the Sensitive Case Forum to oversee credit management activity for vulnerable customers