Stephen Shaw Email & Phone Number

United Kingdom

Kings Hill Kent

• Numerous external awards for pioneering approach to real time speech analytics.
• Redefining and delivering approach to customer interactions in both voice and non voice, leading to 25% improvement in average repayment terms
• Leading delivery of first chatbots, resulting in 20% of those interactions leading to a self serve commercial outcome
• Accountable for customer lifecycle from onboarding through account management, collections and recoveries
• Responsibility for all voice and non voice customer contact experience in UK Debt Purchase
• Certified individual status with FCA

London, United Kingdom

• Successful tender and onboarding of 3 new DCA partners, resulting in initiatives that increased annual collections by 10%
• Launched reconnect strategy with specialist partner which resulted in 20% payer rate of previously non engaged customers
• Successful deployment of customer interaction and satisfaction strategy to upskill partners to internal minimum standards
• Designed and deployed strategy to mitigate Debt management company crisis of 2016/2017 which delivered 90% repair rate to impacted customers with 50% increase in liquidation
• Responsible for engagement and management of third party DCA suppliers
• Placement strategy and allocations

• Responsible for leading both Debt Service (Apex) and Debt Purchase (Cabot) contact centres across multiple locations.
• Performance against business objectives for commercial, customer and employee measures
• Lead on site closures and transfers to new business including whole site consultation processes.
• Operational lead on DD for new business M&A
• Setting and ensuring joined up culture across different business brands
• Project Management responsibility for Operations across different entities including Apex Cabot, Marlin and DLC