Stacey C. Email & Phone Number

Perth, Gb

United Kingdom

Leading the successful delivery of the European and Asian element of a complex multi-million dollar global implementation and migration programme in the oil and gas industry, managing all elements of the project scope, implementation and migration phases, from project planning across various time zones, leading build, test and implementation across over 20 workstreams (including Finance, Tax, Credit, Contracts, IT, Risk, Customs, Regulatory, Compliance, Operations, Sales, Logistics Planning, and Data) leading business readiness, post implementation support and project closure. Engaging with circa 200 stakeholders, across two different regions, whilst collaborating within the global programme. Managing the end-to-end project governance, including extensive RAID and status reporting and communications.

Scotland

Bespoke consultancy service, specialising in Credit Management and Collections work streams, although not restricted or limited to those fields exclusively. Providing detailed business analysis, recommended improvements, and project management and delivery for large scale contact centre implementations and migrations. Project/Programme Management•Experience of both Agile and Waterfall project methodology.•Apply rigour and strong governance across all activities to ensure regulatory, project and scope alignment. •Project Change Management•Internal/External Project Governance, Reporting and Escalations•RAID Log Management•Migration Planning and Delivery•Manage multiple projects simultaneously across a variety of clients.•Stakeholder Engagement (internal/external)•Operational Team Engagement •Extensive Business Analysis (Policies, Rules, Specifications, System Development, Contact Strategies, Contact Channels, Process, Procedure and Communication, Risk and Control Frameworks, MI)

United Kingdom

Leading the discovery phase for a multi-million digital transformation programme, in order to establish clear business requirements and scope alignment to baseline the business case. Led a team to capture multiple 'as is' process journeys, document and provide robust gap analysis and recommendations in order to agree scope delivery and identify operational efficiencies across a range of countries within NW Europe.

Scotland, United Kingdom

Supporting a large client migration programme, standing up a new contact centre at pace with c100 FTE, and supporting new site with post Go-Live queries and issues until bedded in. In addition, responsible Project Manager for multiple concurrent project deliveries at the same time (one software, and one a regulatory change)

Scotland, United Kingdom

Contract Role - successful on-time, on target delivery of the first critical phase of a large transformation programme. Project Manager for multiple workstreams and coordinating with suppliers and SME's on a continual basis in line with Programme Protocol and Governance Routines. Built strong and energetic working relationships at all levels. Extremely proud of the delivery and outcomes achieved.

Milton Keynes, England, United Kingdom

Short Term Business Analysis / Project Support role, developing contingency procedures and providing Project support to existing Project teams in order to prepare and develop operational requirements for a new client credit card launch and migration.Specific support provided to Customer Services and Collections and Recoveries workstreams.

Milton Keynes, England, United Kingdom

Short term project management role supporting large scale implementation and migration of a UK Credit Card organisation. Focusing on developing and delivering BAU frameworks as part of the implementation programme, to include Quality Assurance, Forecasting and Planning, Incident Management, Change Management and MI Reporting.AdditionallyConsultancy/ project management for the delivery of an enhanced Quality Assurance Customer Outcome Framework, ensuring all processes, framework documents and controls are reviewed and updated ready for approval and implementation. Providing Business Analyst, consultancy and project management for key stakeholders and owners to track delivery of outstanding actions. Client and sub-client project updates, tracking milestones and raising impacts or risks where required.

London, United Kingdom

Providing consultancy support and project management experience on a short term contract as part of a global transformation programme for an international organisation.

Scotland

Short term contract with TMS to lead initial discovery workshops and development of required documents for an international client, focusing specifically on collections and recoveries regulations, processes and business rules. Discovery planning to ensure that project delivery scope for large scale migration and then launch locked down into deliverable service specifications.

London, United Kingdom

Short term interim role to facilitate the operational set up and management of c23FTE outbound contact centre, working with the Programme Manager to support the implementation, from recruitment, training oversight, setup and delivery of the outbound dialler, ensuring regulatory compliance, project delivery meetings, operational performance management, MI and KPI development and facilitate the Quality and Compliance Framework design and delivery. Ongoing Exec updates and Client engagement until the role could be handed over to permanent Head of Operations.

Milton Keynes, United Kingdom

Delivering multiple project milestones. Reporting to the Vice President and Associate Director of the UK operation.Key achievements/projects• Successful project delivery for a new credit card provider, covering all aspects from scope to sign off, including specification (technical and operational), SLA’s, business rules, process, procedure, MI, telephony requirements, CRM Strategy design, correspondence design, risks and controls (and governance), training material oversight, and senior stakeholder engagement. • Multiple smaller projects maintained simultaneously. No deadlines / milestones missed.

Northampton, United Kingdom

Working as part of a Trade Credit Transformation Programme, assisting with the design and implementation of a new trade credit platform across 7 core businesses into a shared strategy, and new target operating model.• Work with senior stakeholders across the group to define and document the updated Group Credit Policy • Develop the recommended business rules, and business processes which impact and influence the Credit Policy. • Challenging existing business processes to identify more efficient ways of working by utilising tools and new system capability.• Support of the full end to end design and documentation of credit risk scorecard.• Define, develop and document the full set of automated system rules required for vendors to build in line with the policy, business rules and agreed collections strategy.• Redrafting outbound communications and working with third party vendors to deliver the integration between systems.• Designing the automated risk segmentation and collections strategies in consultation with divisional stakeholders.• Define the system and access controls required for optimum governance and control• Define MI Requirements (operational, exceptional, control reporting)• Define and build Risk and Control frameworks • Extensive Change Management Engagement across a wide audience to help understand the changes to business process and the benefit realisation of the changes.• Supporting senior credit managers to understand the impact and support the rollout and communication within their business of the changes.• Support UAT script scenarios and managing defect resolution• Develop training material and operating user guides.• Working with internal IT Communities to manage the impact assessment of data and transfer of data into a migration plan• Helping to define and manage the roll out of system implementation across multiple brands, taking into account natural pinch points to minimise negative impact.• Post Implementation Planning

Responsible for the full billing and revenue function for the business including account management, interaction with account managers, invoice production and reconciliation, and debt recovery functions whilst remaining compliant with regulatory guidelines and preparing for open market implementation in 2017. A new role (shortly migrating 140,000 customers onto a new billing and collection platform). Involved with current operational management as well as project involvement to design and implement in-flight process and operational planning ahead of the migration cut-over. Responsible for supplier and stakeholder management of external debt recovery agencies, managing contractual SLA’s and performance measures on behalf of the business.

Milton Keynes, United Kingdom

Head of Collections Contact Centre specialising in consumer and commercial debt purchase, managing a contact centre.Responsible for the effective performance and delivery of a collections contact centre specialising in consumer and commercial debt purchase contracts. Responsible for 75 FTE plus 2 Operations Managers and 10 Team Managers, including all telephony activity, litigation administration and post-sale administration support including the buyback process within a regulatory frameworkResponsible for the centre’s handling and management of Expressions of Dissatisfaction and ensuring regulatory compliance within the FCA CONC and DISP Regulations, whilst also delivering to the principles of the Lending Standards Guides and CSA Guidelines. Maintain service standards within operational and client SLA’s, and maintaining ongoing client relationships and delivery to contractual agreements and KPI’s through service reviews and ongoing operational improvements.

Milton Keynes, United Kingdom

Working as a consultant to the successful project set up and implementation for major blue chip organisations for outsourced services, including the full collections process and strategy from early stage delinquency through to late stage collections, charge offs and post charge off recoveries and sale of debt. Strategies to include severe hardship cases, and dealing with all elements of Financial Services Legislatory requirements, including TCF, Breathing Space , Ofcom Regulations, PCI DSS compliance, and all other legislatory requirements relating to debt management services. Guidance and support provided from a system, technical, and operational standpoint to include credit risk, telephony and letter strategies, Dialler setup, ACD and IVR set up, agreeing service levels and operational MI requirements, SMS campaigns, and to provide detailed knowledge to the clients in order to ensure a seamless transition at migration and ensure the outsourced solution is compliant and cost effective.(See other comments for TSYS Managed Services EMEA Ltd)

Milton Keynes

Managing the full back office function of a thriving recruitment business, including payroll, credit risk, full credit control process, supplier SLA’s, monthly P&L support, developing systems and procedures, audit and compliance and minimising risk to the business. Building strong client and supplier relationships, managing the factoring facility and relationship with the businesses finance partners, implementing controls and improving cashflow. Turnover £5m pa.Key Achievements• Reduced Aged Debt by 54% in 3 months by bringing Credit Control back in-house and improving processes and controls DSO maintained around 60 days with 95%+ of ledger maintained under 30 days.• Implemented Compliance/Audit Controls to reduce risk• Improved Quality of Documentation within the business• Introduced SLA agreements with outsourced suppliers• Increased recovery to the business of previous contractor overpayments written off.• Develop Client Relationships and implement procedures to structure business effectively.• Provide monthly management information / analysis of performance against forecast• Implemented a cashflow / forecasting model previously not developed to focus performance and manage expected delivery.• Involvement in the design, application and acceptance of accreditation of ISO 9001 and Investors in People for the business in 2010.• Developed new CRM to migrate from manual to automated process and reduce outsourced supplier relationships in order to centralise back office processes.• Key Relationship contact with financial organisations supporting the business• Successfully re-introduced payroll department back into the business, removing the need for outsource supply partner, bringing benefit of equivalent estimated sales revenue of £148k per annum in reduced outsourced charges.

Milton Keynes, United Kingdom

• Successful management of a thriving outsourced collections department, specialising in credit card collections, handling high volume in/outbound dialling campaigns within service level agreements.• Continuous improvement initiatives to exceed expectations of client, and improve results across the department.• Responsible for 95FTE (104 staff), plus 8 managers, across a 7-day flexible shift pattern, ensuring maximised collections activity at key collection times.• MI analysis to identify and improve trends, reducing risk, and resolving operational issues within budgetary constraints. Achievement of all KPI’s, exceeding to avoid penalty charges, and ensuring compliance to all Financial Regulations including CCA, FSA, and DPA etc• Minimising roll rates, improving cash collection, and exceeding targets.

Milton Keynes, United Kingdom

An independent investment group, specializing in niche market recruitment. The group invests in specialist recruitment businesses, currently investing in 7 companies across a variety of high profile industries, such as Medical, Construction, Social Care and Veterinary recruitment providing financial and extensive back office support from start up until the business becomes profitable for sale to market as an independent business. One subsidiary business recently recognized as 3rd fastest growing business in 2006-7. Turnover £60m pa.Responsible for the effective management of the Credit Department for the group, broken into 7 subsidiary companies, and 2 outsourced Payroll and Invoicing providers to ensure that all contractors paid correctly, all invoices raised effectively, and all bad debt targets exceeded; Cash collection consistently exceeds sales to maintain and exceed DSO targets; Maintain effective DSO results which are currently the best in the industry; Production of weekly and monthly management analysis reports, identifying and reducing risk of exposure to the P&L; Agreeing credit terms with new suppliers, minimizing risk and exposure to the business; Effective relationship management between 7 companies and outsourcers, plus building key relationships with clients to ensure high standards or service delivery and results are achieved.

Bedford, Bedfordshire

Part of the Julian Hodge Bank, one of the largest suppliers of hire purchase finance to the motor industry. Turnover £120million pa.Responsible for the successful operational management of a highly pressurised, high-volume business centre, ensuring all business targets are met, including turnover and bad debt budgets, whilst also ensuring service delivery standards are met. Manage all processes from new business proposals, credit risk analysis, underwriting agreements, managing fraud and bad debt provisions, whilst maintaining the client portfolio. Responsible for a team of 12 staff and 7 Account Managers. Key achievements:• Implemented and managed streamlined process for applications and underwriting processing with the centre.• Developed team to deliver demanding targets and service levels by removing unnecessary obstacles hindering the process• Reduced the overall bad debt levels within the branch on a month on month basis by reviewing and improving the underwriting/risk decision at application stage and reviewing risk exposure against margin.

Milton Keynes, United Kingdom

Responsible for the operational management of the reconciliations department, ensuring that all core ledgers within the business are reconciled to a high standard and the production of monthly management reporting detailing status of accounts, identifying and reducing risk of exposure to the P&L, along with streamlining processes for effectiveness and productivity.Key achievements• Introduced & implemented capacity planning to track and manage resources against workloads resulting in cost savings of two FTE due to improved processes and better efficiencies.• Contributed to reduction of exposure to the P&L by better quality reconciliations and issues being resolved more timely. Reduction of 10,000 outstanding items over 12 months, and improvement seen in status of no issue accounts from 89% to 98%.• Management of the reconciliations team, including extensive performance management and development.• Introduced effective controls to improve the management of the Reconciliations Policy. Resulted in improvement of ownership responses from 20% to 89% on a continuing improving trend.

Milton Keynes, United Kingdom

Responsible for the management of 3 diverse teams, with extensive experience across the full debt management process, including a range of late stage collections activities, such as write off processes and collections agent’s relationships. Also managed all non-standard collections cases, such as bereavement cases, bankruptcy and hardship cases and all post-write off cases to negotiate and recover balances for increased revenue against P&L losses. Responsible for budget control for the department, whilst targeted to reduce cost and improve results by challenging existing processes. Managed high volumes of inbound and outbound telephone calls with ACD and Dialler, using strong analytical and problem solving skillsKey Achievements•System strategies: Managed and migrated key collections strategies within the team to streamline processes, reduce costs and maximise potential recovery.•Forecasting, Scheduling and Adherence: Developed and implemented a model to ensure collections advisors availability at key times to manage both inbound and outbound calls.•Call Prioritisation: Introduced new process to improve agent availability and service levels. Improvement seen from 48% to 98% calls handled within Service Level.•Capacity Planning and Utilisation: Successful implementation of project to ensure staff effectiveness against workloads. •Management Information analysis: Varied experience in reviewing trends, identifying process improvements, strategy improvements and eliminating weaknesses within the department for improved performance and output.•Budgetary Control: Reduced overtime costs for department from over 150 hours per month to nil by reviewing and improving processes. Cost saving £2500 per month.•Delivered Continuous Improvement Initiatives across all teams, resulting in tighter controls and increased productivity. Reduction of 50% FTE seen across all teams whilst productivity and accuracy improved by 150%.

Milton Keynes, United Kingdom

• Managed a team of collections advisors by coaching, guiding and developing them to achieve challenging recovery targets and objectives.• Designed and implemented an improved Dormancy strategy that resulted in improved results by 85%.• Designed and delivered customer rehabilitation process that resulted in reduction of write off’s within the business and worked with customers to rehabilitate bad debts to avoid default.

Prince 2 Practitioner, Project Management, Qualified April 2022

Prince 2 Practitioner Certificate

Foundation Degree, Project Management - Prince 2, Qualified

Activities and Societies: Prince 2 Foundation Exam passed 30/11/2020

Micm Member Icm ( Qualified By Experience), Credit And Collections

High School, Gcse, A-C

Activities and Societies: 10 subjects, including Higher French, Maths and English, Art & Sciences also included. All A-C Grade GCSE

High School, Gcse - 10 A-C Grades Including Higher Maths, English, French, Art And Science, A-C All Subjects