Experience

iam|FINANCIAL

• Canada
• Financial Services

• Owner/Director Of Operations

  • Jan 2019 - Present

  ➢ Plan and monitor the day-to-day running of business to ensure smooth progress ➢ Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements ➢ Manage procurement processes and coordinate material and resources allocation ➢ Oversee customer support processes and organize them to enhance customer satisfaction ➢ Review financial information and adjust operational budgets to promote profitability ➢… Show more ➢ Plan and monitor the day-to-day running of business to ensure smooth progress ➢ Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements ➢ Manage procurement processes and coordinate material and resources allocation ➢ Oversee customer support processes and organize them to enhance customer satisfaction ➢ Review financial information and adjust operational budgets to promote profitability ➢ Evaluate overall performance by gathering, analyzing and interpreting data and metrics ➢ Ensure that the company runs with legality and conformity to established regulations

• Head Of Operations

  • Jul 2018 - Jan 2019

  ➢ Establishing and maintaining personal portfolio of customers. ➢ Responsible for identifying and presenting opportunities to the Company to develop larger and Company-wide targets into which the full portfolio of services may be offered. ➢ Developing, along with the Directors, proven sales systems and KPI’s to ensure that the Company does not suffer wastage in the Sales function, and staff underperformance may be detected ➢ Establishing a Company-wide target for key… Show more ➢ Establishing and maintaining personal portfolio of customers. ➢ Responsible for identifying and presenting opportunities to the Company to develop larger and Company-wide targets into which the full portfolio of services may be offered. ➢ Developing, along with the Directors, proven sales systems and KPI’s to ensure that the Company does not suffer wastage in the Sales function, and staff underperformance may be detected ➢ Establishing a Company-wide target for key (larger) accounts; establish a plan for the staffing and targeting of these; agree with the Finance and Commercial Directors a monitoring program ➢ Identifying opportunities to improve the overall conversion rate & strategizing for improvement and forecasting for growth ➢ Own the regional strategic plan for sales development with new and existing customers ➢ Agree regional sales plans and targets in alignment with business objectives and deliver the required sales intake of enquiries ➢ Analyse market trends and develop new opportunities for growth, contributing to decisions for expansion or acquisition ➢ Collate monthly management information and market share for Executive reporting line with procedures ➢ Prepare reports and presentations, participate in relevant meetings and report back on time and as required by the Group Director



The Insurance Surgery Ltd.

• United Kingdom
• Insurance
• 1 - 100 Employee

• Operations Manager

  • Dec 2016 - Mar 2018

  ➢ Responsible for increased sales revenue from 50k PM to 110K PM during a 12 month period through operational restructure and targeted recruitment strategies. ➢ Redesigned the sales process to ensure clients remained at the core whilst increasing the profitability of the organisation, this was also compliant with the FCA guidelines overseeing customer contact/marketing regulations. ➢ Responsible for reducing costs within the business whilst overseeing growth of the sales team by… Show more ➢ Responsible for increased sales revenue from 50k PM to 110K PM during a 12 month period through operational restructure and targeted recruitment strategies. ➢ Redesigned the sales process to ensure clients remained at the core whilst increasing the profitability of the organisation, this was also compliant with the FCA guidelines overseeing customer contact/marketing regulations. ➢ Responsible for reducing costs within the business whilst overseeing growth of the sales team by c.60% within the first 12 months, whilst dealing with the transition we were required to work to a strict budget which we did not exceed whilst fast tracking growth. ➢ Implemented a change strategy program which empowered colleagues to be part of a culture where change was embraced and driven from the ground upwards, this allowed the business to grow organically. ➢ Created and developed a compliance structure which was core to business growth and provided the organisation with comfort that the current and upcoming GDPR changes would be absorbed within the current structure. Show less ➢ Responsible for increased sales revenue from 50k PM to 110K PM during a 12 month period through operational restructure and targeted recruitment strategies. ➢ Redesigned the sales process to ensure clients remained at the core whilst increasing the profitability of the organisation, this was also compliant with the FCA guidelines overseeing customer contact/marketing regulations. ➢ Responsible for reducing costs within the business whilst overseeing growth of the sales team by… Show more ➢ Responsible for increased sales revenue from 50k PM to 110K PM during a 12 month period through operational restructure and targeted recruitment strategies. ➢ Redesigned the sales process to ensure clients remained at the core whilst increasing the profitability of the organisation, this was also compliant with the FCA guidelines overseeing customer contact/marketing regulations. ➢ Responsible for reducing costs within the business whilst overseeing growth of the sales team by c.60% within the first 12 months, whilst dealing with the transition we were required to work to a strict budget which we did not exceed whilst fast tracking growth. ➢ Implemented a change strategy program which empowered colleagues to be part of a culture where change was embraced and driven from the ground upwards, this allowed the business to grow organically. ➢ Created and developed a compliance structure which was core to business growth and provided the organisation with comfort that the current and upcoming GDPR changes would be absorbed within the current structure. Show less



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Offshore & Conduct Performance Manager

  • Jan 2016 - Jul 2016

  ➢ Proposed and achieved cost saving initiatives by increasing colleague’s efficiency alongside capability. ➢ Closely monitored the performance of the current portfolio of customers in financial difficulty and provided streamlines options for colleagues to utilise in or to decrease the volume of customers falling into arrears whilst achieving performance targets. ➢ Providing bespoke training plans for underperforming colleagues to adhere to which in turn provided enhanced… Show more ➢ Proposed and achieved cost saving initiatives by increasing colleague’s efficiency alongside capability. ➢ Closely monitored the performance of the current portfolio of customers in financial difficulty and provided streamlines options for colleagues to utilise in or to decrease the volume of customers falling into arrears whilst achieving performance targets. ➢ Providing bespoke training plans for underperforming colleagues to adhere to which in turn provided enhanced customer experience. ➢ Travelled internationally to India and the Philippines to train our offshore colleagues and align all conduct in order to provide a consistent service for all of our customers whilst improving capability. ➢ Leading all conduct related initiatives including regulatory changes imposed by the Financial Conduct Authority

• Operations Manager

  • Dec 2013 - Jan 2016

  ➢ The role is dynamic, varied and wide ranging and involves a high level of Prioritisation, stakeholder management & influencing, requires using your business knowledge to collaborate closely with key partners across finance, risk, to deliver improved performance measurements. ➢ Responsible for doing the right thing for our clients, demonstrating the drive to deliver in a sometimes challenging environment. ➢ Acting as a performance expert advising the teams on KPI’S (Key… Show more ➢ The role is dynamic, varied and wide ranging and involves a high level of Prioritisation, stakeholder management & influencing, requires using your business knowledge to collaborate closely with key partners across finance, risk, to deliver improved performance measurements. ➢ Responsible for doing the right thing for our clients, demonstrating the drive to deliver in a sometimes challenging environment. ➢ Acting as a performance expert advising the teams on KPI’S (Key Performance Indicators) to drive their performance, designing consistent reporting and manipulating data to better understand trends in performance and drive informed business decisions. ➢ Develop KPI’s and objectives which are genuine key value driver measurements to help the business monitor and track its performance. ➢ Bringing together all aspects of performance with focus on improving client outcomes both financial and non financial metrics. Demonstrating strong influencing and stakeholder management skills and a collaborative working style to build relationships with the business and key support area’s (Finance, Risk, Customer Process Design). ➢ Ability to demonstrate clear style of communication with the ability to turn complex issues or management information (MI) into brief and relevant formats. ➢ Showing the ability to execute projects independently and manage multiple tasks simultaneously. ➢ Able to demonstrate logical thinking and strong problem- solving capabilities in order to provide sustainable outcomes for all customers.

• Operations Team Manager

  • Dec 2012 - Dec 2013

  ➢ Organising staffing, including shift patterns and the number of staff requires to meet the Customer demand. ➢ Coaching, motivating and retaining staff and coordinating bonuses, rewards and incentive schemes. ➢ Carrying out needs assessments, performance reviews and cost/benefit analyses. Maintaining up-to-date knowledge of industry developments and involvement in networks. ➢ Coordinating staff recruitment, including writing vacancy advertisements and liaising with… Show more ➢ Organising staffing, including shift patterns and the number of staff requires to meet the Customer demand. ➢ Coaching, motivating and retaining staff and coordinating bonuses, rewards and incentive schemes. ➢ Carrying out needs assessments, performance reviews and cost/benefit analyses. Maintaining up-to-date knowledge of industry developments and involvement in networks. ➢ Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR Staff.

• Collections Manager

  • Mar 2012 - Dec 2012

  ➢ Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations; setting and meeting performance targets for efficiency and quality. ➢ Ensuring all relevant communications, records and data are updated and recorded. ➢ Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues. Monitoring random calls to improve quality minimise… Show more ➢ Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations; setting and meeting performance targets for efficiency and quality. ➢ Ensuring all relevant communications, records and data are updated and recorded. ➢ Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues. Monitoring random calls to improve quality minimise errors and track operative performance. ➢ Recording statistics, user rates and the performance levels of the team and preparing reports, alongside handling the most complex customer complaints or enquiries.

• Collections Agent

  • Jan 2009 - Mar 2012

• Sales Advisor

  • Feb 2008 - Jan 2009