Full responsibility for Arrears & Impairment Management within TargetsResponsible for the day to day management of Early Arrears, Late Arrears, Pre Legal & Legal Retail operation teams. Ensuring BAU adherence ,within the Retail Operations teams, to the processes and procedures spanning the entire Debt Life cycle on both secured and unsecured credit products.Significant operational knowledge of Motor Asset Finance, Commercial Loans & Leases, Mortgage Finance, Personal Loans, Credit Cards and Current Accounts Arrears Portfolios. Significant operational input into the companies first Retail work flow system (Debt Manager) and its sub systems including Dialler (Avaya) and Letter Production

Successfully supervised and coordinated the operation of a Collections team of 20 people. Including coaching, training, development, and performance management.Managed a Consumer Asset Finance Portfolio and Equipment Finance Portfolio (non-Consumer Business accounts).Responsible for Managing the life cycle of an arrears account including Early/Late Collections, Restructuring agreements Termination of accounts, Repossession, Write off to Legal/Recoveries. Responsible for leading the team in arrears reduction, roll rates, resolution of customer complaints, minimizing bad debt/write off, arrears analysis, issue identification / trends/root causes. Compliance Champion ensuring staff complied with Consumer Credit Act, Data Protection Act, Money Laundering and Security Policy.Provided high quality, timely and accurate reports and feedback to management and staff.

Overall responsibility for training of 70 staff in the Collections and Administration areas.Analysed departmental training needs and produced annual training plans and schedules.Delivered comprehensive three-week induction program for all new starters. Program covered technical, product and legislative requirements and call handling skills.Designed and introduced the GE Collections Training manualDesigned and introduced the Collections Systems Manual (Debt Manager)Implemented a 90-day Competency Assessment for new staff that assessed the effectiveness of the training and their progress.Significant involvement in post-integration training initiatives, to include GE Values/ Compliance workshops.Provided expertise and training to enable the smooth migration of our collections process to a second GE facility in Shannon.

Followed up overdue accounts on Auto, Consumer and Equipment portfolios and reduced defaults in line with targets.Directly responsible for 600 arrears cases each month ranging in value from €2k to €500kIdentified and resolved problematic cases. Made recommendations for action including:- Repossessions, Write offs, Legal action.Effectively identified default trends and made recommendations to improve.

Debtor’s ledger control for 750 clients. Role included:- cash collection, customer service, invoicing, control of bad debt, trade references and negotiating credit limits.

Sole responsibility for a Debtors ledger of 1000 clients