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• Led on both on and off shore operations, including start up and integration, ongoing leadership and exit strategy and execution• Accountable for delivery within budget of P&L and all associated costs• Regulatory governance in internal operations in terms of affordability and FCA principles• Lead for business in customer service results, strategy and evolution with external partners including Institute of Customer Service• People strategy and management for circa 250 – 275 colleagues in owned function• Training and appropriate skill set for all customer facing roles, partnering with LLT• Efficient and appropriate FTE planning and management of key FTE HR performance stats, recruitment, attrition, sickness, leave etc• Managing and leading relationships for customers connected through debt management companies• Lead on vulnerable customer treatments and strategy• Performance through internal operations by maximising business performance at portfolio level• Performance against a defined set of monthly, quarterly and yearly metrics • Working with key stakeholders to maximise performance and experience in front line treatments• Create and drive vision for constant evolution of customer and employee offerings.• Key sponsor and Operational lead on digital business programme and employee experience program including recent delivery of transformational front end UI

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• Business strategy for DCA use, including sourcing new providers• Lead on DD and onboarding process for suppliers• Contract and SLA drafting, negotiating agreements• Accountable for 1st line defence of DCA suppliers• Relationship management and engagement of DMC businesses• Performance and treatment of customers represented by DMC businesses• Ensuring 3rd party DCA providers meet Cabot culture and standards in customer and employee treatment and FCA standards and principles• Leading the team responsible for the oversight of the 3rd party DCAs• Leading the team responsible for engaging and transacting with DMCs acting on behalf of customers• Apply appropriate Assurance and Governance to ensure consistent application of Risk Management and Analysis in accordance with the standards and processes for those 3rd party suppliers

• 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