Stephen Mosses Email & Phone Number

Macclesfield, Gb

Responsible for the management of Specialist external Partners, including Insolvency, Litigation, Probate, and BPO relationships within a Recoveries space.

Leeds, United Kingdom

Responsible for the Remortgage processing function at Optima, part of the Capita Group of Companies.Working closely with key stakeholders to design, and implement, changes to the operating model to ensure exceptional levels of service to both Customer and Client. Key to this is the ability to engage at all levels of the department structure, to drive and inspire enhanced performance levels from all.

Sheffield, United Kingdom

Responsible for all recovery activity at Cameron McKenna Nabarro Olswang. Development of data driven contact strategies to enhance both the internal and external customer and client experience. Owner of supplier relationships including data providers, telephony, DCA, and software houses. Management of client relationships to exceed performance expectations through continuous improvement of staff behaviours and promotion of company values.

Leeds, United Kingdom

Operational manager within the Shared Services environment of the largest independent retailer in the UK. Responsible for key performance metrics impacting on the customer experience such as delivery processing and fulfilment, resolution of financial transactions, creation and maintenance of control frameworks around a contact centre and operational processing environment, and continued enhancement of all parts of the customer journey.Passionate about development of staff and succession planning, turning managers into leaders and encouraging individual development at all stages of their career.

Chorley

Managed the performance of the Debt Management operations with particular focus on Retention and new business aligned to TCF principles whilst supporting the operational change agenda. Responsible for delivery of an established operational DMP model to achieve KPIs within budget through creation of the lowest cost DMP operations in the market place.Responsible for integration of all debt solutions acquisitions, and development of processes for business partnering or outsourcing which support DMP product profitability and efficiency. Ensured statutory and regulatory reporting is undertaken against relevant policies impacting own businessEnsured that recruitment and training of staff allows for continued growth of the functions whilst working to minimise staff attrition through the adoption of communication, staff development and recognition programmes. Responsible for actively promoting the building and maintenance of strong relationships with all creditor partners ensuring that any issues with creditors are promptly resolved, including site visits to promote the services and value of debt management.

Manchester, United Kingdom

Responsible for debt recovery activity for Europe's largest, and one of the worlds foremost card acquirers. Developing contact strategies for accounts from sole trader, SME, large Corporate and International collections. Responsible for improvements in technology and introducing new opportunities for customer engagement through people, process, systems, telephony, e-mail, SMS and lettering. Owner of supplier relationships including DCA's, mail house, and trace. Stakeholder in group wide performance enhancement projects from customer engagement to collections and write off.

Leeds & Manchester

Responsible for the debt recovery department including performance for the multi-billion secured portfolio through early arrears management, customer retention to enforcement processes. Leading system and process enhancements, staff development, and ongoing compliance and regulatory reviews.Managing a department of fourteen independent teams, each of which has specific responsibility for a process within the secured recovery journey. From early arrears, low value customer management integrating customer focused, TCF based service provision through to litigation, possession, sale and shortfall recovery activity. Ensuring ongoing reviews of all internal processes and ongoing relationship management with internal customer base including Risk, Voice of Customer, Finance, IT and Compliance. Also responsible for external relationships including DCA's, solicitors, LPA recievers, Asset Managers, Debt Counselling, and governing bodies such as FSA and CML.

Manchester & Glasgow

Responsible for debt collection for major blue chip client base. Previously, managed both consumer and commercial and client management, including client reviews, external supplier relationships, MI and systems development. Relationship manager for key clients, involving QA process, MI generation and delivery, systems enhancement and performance reviews.

Starting on the phones as a negotiator working through training, teamleader and manager roles to become client development manager. Managed the firms clients to ensure that service delivery from an operational viewpoint exceeded client expectations.

Sports Science

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