Offering debt solution technical support for the Acquisition department, to improve all techincal aspects required. Directly involved in change management within the department to increase productivity and ensure the client journey is improved in every aspect.Develop processes to aid the department from the clients very first contact with Payplan through the client journey until they are presented with a debt solution outcome. Whether this is through standard communication such as phone or email, or by developing our already superb digital journey to make it as easy as possible for an individual to assess and resolve their finiancial situation.

Responsible for maintaining existing clients within the Debt Management Book. We offer additional support services to ensure they continue within the most appropriate debt solution, throughout their Payplan journey.• Re-contact strategy for clients who drop off • Building, Managing and reporting on contact campaigns • Maintain department Training & Competency scheme

Analyse outcomes of client engagement, identify areas for improvement, propose and play a part in changes to necessary policy/procedures. Practice in client engagement generally and at individual case level across debt division

Working as a Business Development Manager for Clever Lending, after being head hunted from the core business to help develop and build the Clever Lending brand within the market place, with a view to becoming a market leader within the industry. Clever Lending are a master broker providing second charge, commercial and bridging loans to assist intermediaries to find suitable borrowing for clients. • Build a brand from a newly created business, by introducing contact strategy to gain an interest in our product offering. This was to be built upon our USP’s and our experiences from our business partners.• Tasked as an individual to look at developing additional lines of revenue differing from the standard broker relationships. To complete this assignment I carried out initial market research, created a contact strategy, development of marketing material, and completed a comprehensive business plan . This was delivered to the businesses directors before being implemented in its own right, which we will able to diversify our business in terms of referrals. Additional business income from this diversification is estimated around £2m+ per year.• Introduce and build long standing referral relationships within our core business of working with brokers. This is completed by engaging by telephone, email and face to face and discussing the opportunities we can offer to the broker market to ensure their customers receive the best possible lending options.• Work to increase the share of the market to a 10-15 % market share by 2016, by streamlining our processes and the products we offer.

Responsible for 30 staff to work through our debt book, to reduce the default rate of payments into individual debt plans. Additional tasks included increasing the booking percentages of annual reviews, reduction in internal and external communication costs, and overall streamlining of department processes, to achieve department savings of £5m per annum.•Reducing debt plan default rates from an estimated business value of £1m+ per year.•Implemented enhanced contact strategy which more than doubled client contact rate and enabled the business to meet requirements by new regulator.•Influential in creating department KPI and training and competency schemes, to increase and monitor staff performance and comply with regulatory requirements.•Process and procedural improvements to increase departments income by £1m per year.

Responsible for 35 staff who worked through our debt management debt book, reviewing and updating client files to see if they are within the correct debt solution. Tasked with increasing data accuracy, improving the client journey and increasing the contact rate within the debt book.•Servicing debt book worth over £20m annually.•Increased client contact rates by over 30% by introducing a dialler phone system.•Personally initiated changes with referral criteria to increase complimentary sales to a value of £2m+ per year.•Introduced new contact strategy which increased none phone contact by 25%•Established a robust and effected KPI scheme, which was effective in performance management and increased productivity by 20%

Responsible for the management of 80 staff who’s objective was to complete appointments with clients to fully assess their situation and offer the appropriate debt solutions. Initially tasked with improving the productivity and streamlining the departments processes to improve output and increase revenue.•Increased departments output by over 60%, which in turn increased income by £2m+ annually in 2010•Oversaw dramatic process change management which included increasing diary/booking functionality to improve client journey, improved staff morale and developed staff to be more effective and knowledgeable within their day to day roles.•Introduced system enhancements which reduced staffing costs by £300k per annum in 2011.•Instrumental in the hospitality of external companies visiting Payplan to maintain current relationships and to help build new ones.•Managed department budget of over £1.2m, to ensure the department complied with the businesses financial forecast, this included monitoring internal and external costs.•Controlled departments staff forecasting and recruitment to make sure we have adequate headcount at any time.

•Managing a team of 8 within a busy regulated environment in all areas of the supervision of an IVA.•Monitoring, mentoring and developing members to improve performance and ensure our customers receive the best possible service and care. This is through using SMART objectives and the KASH model.•Managing team performance to ensure KPI’s and client care deliverables are met, by call listening, spot checking, holding performance reviews and team meetings.•Ensuring team performance evolves with constant changes in regulations.•Analysing statistics on a weekly and monthly basis, to enable me to improve performance and team processes.

•Dealing with thousands of clients per year and helping them with all aspects of setting up an IVA application.•Verifying and reviewing clients person details with a view to proposing a viable and realistic debt solution.•Communicate with clients and creditors to manage expectations and offer the best possible advice and service to both.