Project Manager

• Jan 2020 - Present

• Plan, develop and implement projects for operational development• Establish and maintain appropriate systems for measuring necessary aspects of operational performance• Monitor, measure and report on operational development / project plans and achievements within agreed formats and timescales• Manage and control project expenditure within agreed budgets• Liaise with other functional/departmental managers to understand all necessary aspects of operational development, and to ensure they are fully informed of project development objectives, purposes and achievements• Identifying areas of innovation and added value, developing business cases for initiatives for the business• Ensure internal checks, balances and control systems are effective

Trustee & Foundation Phase Coach

• Jan 2019 - Present

Creditor Liaison & Settlements Manager

• Jan 2016 - Dec 2019

• Overall ownership of departmental budget including forecasting, recruitment and ongoing strategies to achieve objectives in line with company vision• Overall accountability for the delivery of key targets & KPI metrics and overcome any potential barriers to achieving targets• Improved team relationships and increased productivity through creating a positive working environment• Identify, manage and implement successful improvements in both the Customer and Employee experience• Develop and implement robust process to ensure all customers are treated fairly and adapting practices to accommodate those with vulnerability• Assist the Team Leader to manage any underperformance, conduct and attendance concerns• Act as a role model and ensure steps are taken to address any behaviour that is not in line with the core values

Settlements Negotiator

• Aug 2014 - Dec 2015

• Manage the settlements process for a portfolio of customers in a regulated financial services environment • Consistently achieved personal targets, reaching 150% of revenue target over a 12 month period• Collate revenue data from multiple sources and report intelligently to drive operational efficiencies• Obtained numerous positive customer testimonials to drive the business brand • Managed cases for customers with high levels of vulnerability and ensure a diligent and positive service was provided• Extensively improved customer and creditor communications knowledge, leading me to develop new customer letters and data collation methods

Debt Solutions Advisor

• Jan 2010 - Jul 2014

• Hit my individual targets for 8 consecutive periods • Managing new business from customers from initial engagement to active service• Provided excellent account management to all customers, resulting in numerous testimonials• Managing engagement campaigns to a portfolio of potential consumers• Provide compliant financial advice undergoing complex financial assessments