Stuart Fitzpatrick Email & Phone Number

*Accountable for circa 145 FTE (in house and external)across a variety of areas such as billing, collection and litigation*ensuring compliance and quality achieved across the business to ISO9001 and ISO18925 standard*Performance and quality management of a variety of third parties such as print providers, debt collection agencies and cash management companies. Also responsible for ensuring new contracts are agreed and budget targets are achieved.*Responsible for process improvement within SME. Collaborative effort using insight and IT functionality to deliver better ways of working and support Budget/FTE reduction*Motivate and engage a variety of teams to improve performance, reward and also develop staff to lower attrition and improve engagement scores.*Dual skilled role that involves project management for on boarding of new third parties and presenting changes to key stakeholders within CCB to provide assurance and governance when changes are delivered*Daily updates to the exec regarding cash collection for circa £80m collected monthly whilst helping define new collections strategies for the business *Ensuring KPI's are achieved across all areas such as ABR, cash collection and productivity.

Stoke-On-Trent, United Kingdom

*Responsible for circa £80m monthly collection activity within the business across a wide variety of collection streams*Implemented various collection strategies to improve cash performance, such as text and web campaigns. *Working with procurement to speak to third ported regarding new contracts and budget savings.*Management of a team of analysts to provide insight, reconciliation of data with third parties and provide analysis to key stakeholders to identify business benefits cases for change and service improvement.*Collaboration with Change and IT to help deliver multiple changes for the business, such as on boarding third parties and improving system functionality.*Motivation and management of collections and litigation teams. Latest engagement scores were the highest within operations.*Operational lead on debt programme which consisted of standing up new teams, delivering IT change and on boarding panel and data management companies.*Escalation point for are corporate customer at credit risk to agree next steps such as litigation and disconnection*Working with third party data management companies to cleanse and identify customer profiles to help achieve better customer contact percentages

Stoke On Trent

*Due to the water market becoming deregulated, responsible for standing up 7 teams to support and work activities that have never existed within the water market before*Successfully onboarded the first customer before all the retailers within the UK*Working with PM's and BA's to help define and develop completely new processes whilst ensuring new agents were engaged and motivated*Delivered new ways of billing due to changes in the market whilst collaborating with various third parties and SME's.*Deliver governance to new process by supporting the creation of a new QC team and manage them accordingly*Successfully transitioned from "shadow" ops to BAU

Stoke On Trent

*Management and motivation of multiple retention sales teams within a high paced environment*Ensuring compliance and quality of calls, coaching and implementation of best practices*Meeting and achieving sales targets within a variety of campaigns such as inbound, outbound and web chat.*Ensured ABR targets were achieved whilst supporting the management of service delivery and forecasting.*Achieved record sales leading to a a variety of incentives being won such as holidays in New York and Cannes*Ensured a variety of new coaching techniques utilising forward thinking were implemented within the teams to help achieve sales targets and cross sell to new propositions*Flexible business lead that would be given underperforming teams to improve performance and manage accordingly.

Stoke-On-Trent, United Kingdom

*Helped deliver a completely new business to the renewables energy market*Web site design and implementation including SEO improvements*implementation of customer contact and logistics

Foundation Degree, Ilm Level 5 Management

Evolve Management, People Management

City And Guilds, Electrical Installation

City And Guilds, Computing

Btec Onc, Mechanical Engineering, Pass

Nvq 2, Mechanical Engineering