Implementation Manager

• Feb 2023 - Present

Project manager / Workstream Leader (Remediation)

• Dec 2017 - Present

Back Office Manager

• Oct 2016 - Dec 2017

Senior Operations Manager - Collections & Recoveries

• Dec 2014 - Oct 2016

Respoinsible for delivery of Target Operating Model for both Secured & Unsecured Collections and Recoveries in locations across the UKEnsured the delivery of a reduction in the overall arrears book in Ulster BankLed, coached and developed a team of 60+ which consists of team leaders, supply manager, deputy team leaders & agentsDesigned and implemented strategies to support the reduction of the secured and unsecured collections book, ensuring targets were metDeveloped and maintained positive relationships with key external stakeholdersContinually reviewed systems, processes, procedures and controls to ensure operational effectivenessManaged capacity planning and the oversight of operational plans to meet incoming demandsIdentified process, people, system risks and ensured appropriate mitigating actions and controls were in place Show less

Collections Manager

• Feb 2013 - Dec 2014

Managed a team of approx 10 peopleConduct effective morning huddles delivering key messages and goals for the team on a daily basisCarry out regular 1-1s and delivery any positive or negative feedback Escalate and implement process improvementsReview daily and monthly MI and react to findingWork as part of a team with other members of management to design and define collections strategy which has enabled us to reduce the unsecured collections stock from £29.4M to £18.1M

Collections Supervisor

• Feb 2008 - Feb 2013