Experience

CCSCollect

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Collections Manager

  • May 2018 - Present



Capital Cash Limited

• United Kingdom
• Retail Recyclable Materials & Used Merchandise
• 1 - 100 Employee

• Personal Finance Area Manager

  • Jan 2017 - Oct 2017

  Key Achievements: • Reduced bad debt from 7% to 4.3% exceeding targets, within two months of posting by improving manual underwriting.• Improved lending by 10% within two months• New customers acquisition improved by 10% month on month• Increased store performance, by implementing action plans and insisting on consistently high standards • Maximised company profitability by reducing inefficiencies, including reducing unnecessary staffing costsKey Responsibilities:• Held responsibility for 17 Capital Cash Limited stores within the south region of the UK• Managed store finances and identified potential opportunities to increase profit• Discussed any problems, team matters and personal development issues with members of staff• Provided high visibility leadership, supporting store managers to drive sales and manage debts • Carried out staff appraisals and disciplinary proceedings as required• Created action plans, PDP’s and PIP’s ensuring that follow ups were also planned• Evaluated opportunities and risks and delivered innovative solutions to challenges• Identified under-performing stores, preparing and delivering projects across the region to improve performance• Oversaw all aspects of stores operations, including, delivery of sales and performance, margin management, FCA code of conduct and compliance, staff recruitment, retail operations strategy and facilities management • Ensured adherence to health and safety, legal and operational policies and procedures • Collated information and prepared reports on overall performance and compliance within the area• Responsible for quarterly store and monthly applications audits.• Hold the highest underwriting mandate in the company.



Oakam Ltd

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Contact Centre Operations Manager

  • Dec 2015 - Nov 2016

  OAKAM LTD is rapidly expanding high street and online lender providing financial services for the unbanked market in the UK. Managing the Operations; responsible for all Customer Contact, Contact Strategy, Customer Experience, Underwriting, Customer Care, Complaints and Customer Engagement Trainer. Responsible for the development of 45 FTE and 6 front line managers.Key Achievements: • Improved productivity by 20%, after designing and implementing a new structure for virtual stores• Achieved the highest lending ever in a Virtual Store at £1.1m for three months in a row• Re-designed and developed Oakam’s first multi-channelled contact centre handling 5000 contacts daily• Always maintained a drop call rate of below 4%Key Responsibilities:• Held responsibility for change project delivery, such as seasonal contact strategy, product change and resulting sales and risk strategies• Oversaw all operations including customer contact, contact strategy, customer experience and customer feedback, quality of underwriting, KYC, AML and the development of staff• Managed applications in 9 different languages • Reviewed incoming calls to monitor staff interaction with customers, providing any additional training as needed• Managed the budget and created all advisor incentives and R&R packages across the wider business Implemented FCA regulations operationally across the wider business• Reorganised all quality control call audits and improved the tone of voice quality• Hold the highest underwriting mandate in the company.

• Loan Operations Manager and Complaints Manager

  • Jun 2013 - Dec 2015

  Key Achievements: • Passed the external audit with a mark of 100% • Had a key role in the design and implementation of new RAF policy and monitoring embedment of the policy• Held the highest underwriting mandate in the companyKey Responsibilities:• Re-designed and developed Oakam’s first loan operations department heading a team of six staff• Prepared the first loan operations WoW manual, to include processes and procedures• Reviewed applications and made recommendations to accept or decline• Trained and coached the team on new processes and procedures• Ensured all loan disbursements were processed correctly and in a timely manner• Presented reports for the senior management team on a weekly basis • Undertook audit checks within the team, to ensure bonus rewards, refunds, pricing changes and chargebacks wereKey Achievements & Responsibilities as Complaints Manager:• Setup a new department fully committed to the best resolution to customer complaints• Decreased the number of complaints by 30%, as a result of the new process and system upgrades• Attended meetings and discussions with the FCA, who visited to check compliance with regulations• Provided expert advice and support to staff on the handling of complaints, covering investigation techniques and identifying root cause analysis

• Collections Manager

  • Jul 2009 - Jul 2013

  Responsibilities:• Managed a team of twenty five.• Ensured all preventative and detective controls were in place to achieve well managed compliance. • Managed the daily running of the Collections department.• Liaised with the Contact Centre Manager, late/early arrears team managers, collectors, third parties to gather information and resolve issues. • Ensured Collection strategy was followed and late/early arrears tasks were completed daily • Maintained up to date knowledge of industry developments and involvement in networks.• Monitored and sampled random calls for improving quality, minimise errors and track operative performance.• Planned and developed staff recruitment whilst liaising with HR team.• Reviewed the staff performance and identified training needs. • Recorded statistics such as loan write-offs, user rates and the performance levels of the department.• Prepared various reports and trackers.• Handled the most complex customer complaints or enquires.• Rota management including shift patterns as per business needs• Coached, motivated and retained staff.• Forecasted and analysed data against budget on a weekly and/or monthly basis.

• Operations Manager

  • Mar 2009 - Jul 2009

• Store Manager

  • Sep 2007 - Mar 2009