Stuart Walker Email & Phone Number

Edinburgh, United Kingdom

Arum is an independent consultancy delivering specialist solutions across Collections & Recoveries and Software Development. We help collections and recoveries operations optimise their systems and processes to increase debt collection rates and get the best out of their people and customers. Our clients include global retail banks; utility and telco companies; debt collection agencies; and business process outsourcers (BPOs); to name a few.At Arum, I am part of the Professional Services Systems team. Whether it's optimising existing systems, new implementations, complex migration or custom solution requirements, Arum provides specialist, end-to-end, independent insight and delivery.We have a proven record in system selection, incremental delivery of loss reduction, improved conduct outcomes and optimised operational performance.

Various

I have been positioned with several of the UK’s largest financial institutions working closely with their existing Change Management teams to deliver system changes and improvements. I provide valuable assistance to many varied projects covering all stages of the Collections lifecycle from Pre-Arrears through to Recoveries and also the migration of records from the Debt Manager system. Responsibilities include:• Design, build and test SQL queries and MARRs • Knowledge transfer to existing team including Debt Manager best practise design resulting in adoption of new router process flow standards• Analysis of business requirements to create Functional Specification documents for circulation & sign off by business stakeholders.• Creation of induction training materials for project lifecycle and Debt Manager modulesPrior to this, I worked on a major £10m+ programme within a large UK Building Society. The objective of which was to undertake a detailed review of the group’s arrears department, providing a best in class collections operation. With the aim of delivering £20m+ worth of benefits and a roadmap strategy for the function which would be suitable for the ongoing economic challenges, this included looking at Policy, Technology and Organisational changes. Other roles have included delivering collections systems training to key support personnel of a telephone and internet retail banking subsidiary, to help the business maintain its drive for continuous improvement in service; and designing and delivering the Debt Manager work stream of a CCA regulatory change project for the same organisation.I also conducted Debt manager workflow design and development for a UK Utility as part of its ongoing improvement programme.

Glasgow/Melbourne

I was involved in a major strategic project initiative which focus on the following key deliverables:• Regulatory implementation of CCA rules for the arrears management system.• Replacement of Clydesdale and Yorkshire Bank front end systems.• Merging of Clydesdale and Yorkshire Bank backend systems.• Introduction of automated sales leads.The strategic projects delivered streamlined and simplified systems and processes to the organisation. This produced cost savings in maintenance and support budgets due to all data being held on a single system. The introduction of automated sales leads achieved significant revenue generation, through identifying opportunities from data already known to the organisation.Responsibilities included:• Strategic system developments.• Siebel implementations.• Managing/mentoring staff and co-ordinating their tasks.• Benefit analysis.• Impact assessments.• Analysis and documentation of business requirements. • Siebel 7, in particular customer data ensuring data validation requirements. • Ensure all current practices and data could be successfully migrated.• Issue resolution. • Unit test environments.• System and User Acceptance Testing.• Debt Manager knowledge transfer to outsource company.

Glasgow/Leeds, United Kingdom

I had gained 10 years of retail banking experience in the branch network and related support functions prior to choosing to move into Collections & Recoveries.The focus of my initial role in NAG’s Global Collections function was the support of analysis, development and testing. In addition to core collections process analysis, Router design, coding and support responsibilities, I also controlled maintenance of the letters database (600+ letters) spanning all 4 European banks, collection agents and in-house solicitors. This included program coding for new letters and quality control the initial batch run of any new letters.Responsibilities of the role included:• Analysis of business processes.• Building and amend collection strategies and events for both UK banks and NAB in Australia.• Reviewing impact of changes to other strategies. • Flowcharting collections processes. • Building Routers and queries to sit behind events. • Identifying and resolve problems within existing strategies.• Unit test amendments and new strategy builds.