Experience

Arrow Global Group

• United Kingdom
• Financial Services
• 300 - 400 Employee

• CEO, Arrow Global UK (SMF1)

  • 2020 - Present

  Jim is a key member of the enterprise providing leadership across the UK and European businesses. Accountable for setting strategy, delivering growth, colleague experience and delivering good customer outcomes. Jim is a key member of the enterprise providing leadership across the UK and European businesses. Accountable for setting strategy, delivering growth, colleague experience and delivering good customer outcomes.



Vanquis Bank

• United Kingdom
• Banking
• 700 & Above Employee

• Chief Operating Officer (SMF24)

  • Sep 2008 - 2020

  key member of the Vanquis Bank Executive Committee. Accountable for setting the Purpose, Values and Behaviours across the Group and defining and driving the medium term plan. Accountable for the end to end customer value chain within Vanquis Bank from Origination to Recoveries and Asset Sale. Well networked in the Financial Services industry and works with many partners across the market. Key responsibilities and achievements • Worked with the FCA Enforcement team and the PRA throughout 2017 /18 to remediate 1.9m customers (£172m in refunds) following a detailed past business review. Monthly engagement with Supervision throughout the period. • Accountable for the £20m Vanquis Bank digital programme. Building the APP internally through a business wide transformation programme. Won the FINTECH APP of the Year 2018 (1m registered users / 5* in both APP stores). • Improved customers Satisfaction to 82% (measured independently by the Institute of Customer Service) to outperform the UK Banking sector (80.4%). • Held operating costs flat (£38m) through innovation in the Operating Model (interactions via non-voice at 64%) as part of a 5 year plan to reduce unit operating costs by 21%. • Accountable for 1,250 colleagues across multiple UK & Offshores sites. Externally measured Employee Engagement Score (EEI) outperformed all areas of the Bank and in some areas outperformed the Market Upper quartile (80%). • With the Executive team realigned the Purpose and culture more closely around the developing needs of customers. • Delivered a new ‘My Customer & Me’ Quality Framework across all operating channels to migrate the operation from tick box monitoring to be Outcomes based. Bad outcomes reduced from 12% to 3% post implementation. • Accountable for the PSD2 programme and provision of Open Banking. Successful deployment of a digital identity solution and exposure of API’s in line with the requirements. Show less



College Loan Corporation

• Financial Services
• 1 - 100 Employee

• Founder (Senior Vice President)

  • Jun 2006 - Sep 2008

  Head of all programme management and business start up effort for a new US based credit card business. On-going responsibility to the CLC Board as the COO for all elements of the new business, including Operational and IT setup, Risk Operations, New Account and Existing Account Marketing, Financial Planning and Management. Key responsibilities and achievements: • Developed a five year business plan to establish a US based credit card business to the underserved market • Responsible for operational and conduct risk identification and management (including reporting to the Board) • Secured BIN Sponsorship with a top ten US Bank and Scheme sponsorship with MasterCard putting in place an innovative payment process based off interchange to support growth. • Flawless set up, from scratch, of all product and processing configuration on the Total Systems II platform in just four months. Implementation included all bespoke systems integration between TSys, the Servicer and CLC. • Exceeded or achieved delivery of all milestones and goals for the company from inception, achieving high levels of customer demand and customer satisfaction. Show less



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• Chief Operating Officer

  • Sep 1996 - Aug 2006

  Chief Operating Officer, Barclaycard (2005 – 2008) Managed end to end Operations and all front end IT delivery for Barclays UK card issuing and loan businesses. Operation consisted of 1,000 FTE in 4 sites (UK and India) and a £24MM operating budget supporting Customer Sales and Service and early Collections (1MM customer contacts per month). Director Barclays P&L (2003 – 2004) Setup and led new P&L team for Barclaycard in the UK. The team consisted of ~30 staff, an annual marketing budget of £20MM with responsibility for Risk Management, New Account and Existing Account Marketing, Decision Science and Analytic Systems, and Portfolio Planning. Portfolio under management included 3 million active accounts and £4 billion in card receivables. Head Of Existing Customer Marketing (2000 – 2003) Setup a new Existing Customer Marketing Department to lead the delivery of an Information Based Customer Management (IBCM) strategy for the UK portfolio. Department consisted of ~35 staff with responsibility for all Existing Account Marketing and Portfolio Planning. Portfolio under management included 7 million active accounts, £9 billion in card receivables. Programme Manager, IBCM Change Delivery (1999 – 2000) Graduate Programme (1996 - 1999) Show less