Head of Insight

• Jul 2018 - Present

Lead Manager, Insight and Support

• Oct 2016 - Present

Head of Risk and Compliance

• Aug 2015 - Oct 2016

Responsible for the creation and enhancement of a centralised compliance function for a firm of c250 employees, covering all legal and non-legal activities to include bulk debt recovery (consumer and non-consumer credit) and c27 legal practice areas. First point of contact for all money laundering enquiries and NCA (National Crime Agency) referrals as Deputy Money Laundering Reporting Officer. Directly reporting to the managing partner and COLP (Compliance Officer for Legal Practice) I… Show more Responsible for the creation and enhancement of a centralised compliance function for a firm of c250 employees, covering all legal and non-legal activities to include bulk debt recovery (consumer and non-consumer credit) and c27 legal practice areas. First point of contact for all money laundering enquiries and NCA (National Crime Agency) referrals as Deputy Money Laundering Reporting Officer. Directly reporting to the managing partner and COLP (Compliance Officer for Legal Practice) I created and drove the compliance strategy through the implementation of a robust training platform, communication strategies, quality assurance programmes and internal audit. Recognised for the ability to make compliant decisions whilst delivering efficiencies to both internal and external clients. Key contact for FCA, SRA, Lexcel and LSB. Achievement highlights: Delivered on boarding training programme Created year on year cost savings Implemented a supervisory file review process tracking performance against KPI's in conjunction with regulatory requirements and quality standards Review and implementation of structured governance programme with associated dashboards and reporting mechanisms Established policy reminder mechanism Realisation of process efficiencies through the amendment and reorganisation of work flows Established a centralised compliance function responsible for all regulatory enquiries and compliance related queries Embedded a compliance culture and ground level understanding of all compliance requirements

Head of Debt Recovery Compliance

• Jun 2012 - Jul 2015

Reporting directly to the Head of Debt Recovery and Managing Partner with the responsibility for management of both regulatory and legal compliance, risk, audit and training for pre legal collections and the litigation process. My objective was to oversee the implementation of a compliant infrastructure and its ongoing management as the operation underwent an aggressive growth phase from a small start-up unit to an established operating platform. Providing advice, training and best practice… Show more Reporting directly to the Head of Debt Recovery and Managing Partner with the responsibility for management of both regulatory and legal compliance, risk, audit and training for pre legal collections and the litigation process. My objective was to oversee the implementation of a compliant infrastructure and its ongoing management as the operation underwent an aggressive growth phase from a small start-up unit to an established operating platform. Providing advice, training and best practice opportunities in a fast paced, fluid environment to both the wider firm and clients focussing on the regulatory requirement, commercial viability and opportunities for process efficiencies. Achievement highlights: Responsible for the management and co-ordination of the FCA application for full permission and approved person process Created and implemented a risk and control assessment process and reporting tool Introduced quality structure and balanced score card Built compliance, audit and training infrastructure Matrix managed IT, Accounts and Debt Recovery operations to ensure we could evidence a robust quality scheme Implemented structured, targeted new starter on boarding programme and annual training schedule Managed dialler implementation project in line with OFCOM requirements Wrote policies and procedures and embedded principles within the operation

Audit Manager, Third Party Debt Management

• May 2010 - Jun 2012

Responsible for the due diligence and ongoing audit management of 47 outsourced suppliers of debt collection, field based operations, mortgage arrears recovery and litigation. Involved in debt sale processes and contractual negotiations to ensure a seamless transition for all parties and customers. Implemented the vendor risk management structure for all third parties and liaised with internal stakeholders. Achievement highlights: Implemented an enhanced third party audit… Show more Responsible for the due diligence and ongoing audit management of 47 outsourced suppliers of debt collection, field based operations, mortgage arrears recovery and litigation. Involved in debt sale processes and contractual negotiations to ensure a seamless transition for all parties and customers. Implemented the vendor risk management structure for all third parties and liaised with internal stakeholders. Achievement highlights: Implemented an enhanced third party audit control framework with accompanying risk rating structure based on OFT debt collection guidance and Lending Code compliance. Introduced thematic reviews Central contact for debt sale enquiries and reported progress to Senior Recovery Forum Implemented the CAI Accreditation into core mandatory learning programme and wrote accompanying training documentation. Rolled out train the trainer training for the collections academy and trained Hyderabad team Attending and contributing to compliance events Won award for building mutually beneficial relationships, selected by Retail Group out of c3000 employees

Operational Risk Manager

• Feb 2010 - May 2012

As a new role I was tasked with the implementation of a risk management structure and surrounding processes and reporting mechanisms to underpin the collections and charge off teams across 3 sites for c350 employees. Reporting to the Senior Management Team and Group Risk committee I had to provide timely and accurate updates in relation to risk categories and progress against plan where improvements were required. Co-ordination of monthly returns for Senior Management including operational… Show more As a new role I was tasked with the implementation of a risk management structure and surrounding processes and reporting mechanisms to underpin the collections and charge off teams across 3 sites for c350 employees. Reporting to the Senior Management Team and Group Risk committee I had to provide timely and accurate updates in relation to risk categories and progress against plan where improvements were required. Co-ordination of monthly returns for Senior Management including operational loss reporting, reconciliations and information risk metrics. Offer advice and guidance on regulatory and risk matters. Achievement highlights: Constructed, tested and implemented review process for a business continuity plan across 3 sites. Centralised operational risk activities encompassing all UK Collections sites. Won award for execution and delivery of business continuity plan. Delivered and implemented document labelling procedure and training. Undertook internal control reviews and reported breaches together with remediation activities.

Agency Representative/Auditor

• Jan 2007 - Jan 2009

I managed audit and business development for key clients across UK and Brokers within the Midlands for motor insurance. Reporting directly to the Marketing Director I compiled reports based on opportunities with recommendations for select products based on the broker target audience. Required to safe guard the banks reputation through stringent audits and remediation programmes. Achievement highlights: Delivered revenue generating business improvement… Show more I managed audit and business development for key clients across UK and Brokers within the Midlands for motor insurance. Reporting directly to the Marketing Director I compiled reports based on opportunities with recommendations for select products based on the broker target audience. Required to safe guard the banks reputation through stringent audits and remediation programmes. Achievement highlights: Delivered revenue generating business improvement opportunities Implemented quarterly brain storming sessions with key clients Enhanced the audit process Show less I managed audit and business development for key clients across UK and Brokers within the Midlands for motor insurance. Reporting directly to the Marketing Director I compiled reports based on opportunities with recommendations for select products based on the broker target audience. Required to safe guard the banks reputation through stringent audits and remediation programmes. Achievement highlights: Delivered revenue generating business improvement… Show more I managed audit and business development for key clients across UK and Brokers within the Midlands for motor insurance. Reporting directly to the Marketing Director I compiled reports based on opportunities with recommendations for select products based on the broker target audience. Required to safe guard the banks reputation through stringent audits and remediation programmes. Achievement highlights: Delivered revenue generating business improvement opportunities Implemented quarterly brain storming sessions with key clients Enhanced the audit process Show less