Experience

Just. The enforcement market integrator

• Chief Operating Officer

  • Nov 2021 - Present

• Director Of Operations

  • Sep 2020 - Nov 2021



TDX Group

• Brazil
• IT Services and IT Consulting

• Head of Supplier Delivery, Performance & Quality

  • Aug 2019 - Sep 2020

• Head of Service Excellence

  • Mar 2016 - Sep 2020

  Nottingham, United Kingdom

• Head of Operational Excellence & Transformation

  • Feb 2015 - Sep 2020



Shepherd Direct

• United Kingdom

• Head of Customer Operations

  • Apr 2013 - Feb 2015

  Nottingham, United Kingdom



Citi

• Mexico
• IT Services and IT Consulting
• 100 - 200 Employee

• Product and Divestitures Manager

  • Aug 2010 - Apr 2013

  The business relationship manager between Citi and purchasing organisations across a range of portfolio and business divestitures. Headed the Transitional Service Agreements across prime mortgage businesses, deposits and unsecured lending, with book sizes over 500,000 accounts, liabilities in excess of £2B and assets of £400M. Lead member of migration teams, acting as the business lead at steering committees and throughout the implementation of migrations. Ownership and… Show more The business relationship manager between Citi and purchasing organisations across a range of portfolio and business divestitures. Headed the Transitional Service Agreements across prime mortgage businesses, deposits and unsecured lending, with book sizes over 500,000 accounts, liabilities in excess of £2B and assets of £400M. Lead member of migration teams, acting as the business lead at steering committees and throughout the implementation of migrations. Ownership and maintenance of several data rooms and end to end management of due-diligence processes, including the sale of Egg Banking Plc, Egg Loans, Egg Mortgages, Egg Deposits and Citi Financial Loans. Design and delivery of campaigns across the Secured portfolios leading to significant balance sheet reductions. Management of 3rd Party asset reduction schemes across sub-prime mortgage portfolios.

• Senior Product Manager

  • May 2007 - Aug 2010

  Managed the transformation of the personal loans business. Accountable for the research, design and implementation of a digitised sales strategy. Key conduit between Finance, Credit and Marketing in the implementation of Risk Based Pricing. Executed several initiatives testing price sensitivity and proposition strengths. Responsible for the transformation of the customer servicing proposition through the digitisation of key processes, addressing customer feedback… Show more Managed the transformation of the personal loans business. Accountable for the research, design and implementation of a digitised sales strategy. Key conduit between Finance, Credit and Marketing in the implementation of Risk Based Pricing. Executed several initiatives testing price sensitivity and proposition strengths. Responsible for the transformation of the customer servicing proposition through the digitisation of key processes, addressing customer feedback, satisfaction levels and reduction of operating costs. Delivered key regulatory changes across the Loans business, including a flawless roll out of the Treating Customers Fairly principles and 2006/8 Consumer Credit Act changes. Completed the integration of both Egg and Citi’s UK personal lending businesses into a single strategy.



Egg

• Malta
• Human Resources Services

• Product Manager - unsecured lending

  • Jan 2006 - May 2007

  Owner of monthly sales plans and key relationship manager with both inbound and outbound sales teams. Design, development and delivery of customer loyalty campaigns. Implementation of Terms and Conditions changes, re-price campaigns and rate changes. Key product contact for any regulatory changes and thematic reviews. Accountable for industry and competitor monitoring. Owned internal and external communication plans for the business, both from an employee… Show more Owner of monthly sales plans and key relationship manager with both inbound and outbound sales teams. Design, development and delivery of customer loyalty campaigns. Implementation of Terms and Conditions changes, re-price campaigns and rate changes. Key product contact for any regulatory changes and thematic reviews. Accountable for industry and competitor monitoring. Owned internal and external communication plans for the business, both from an employee awareness perspective and a PR/ Press perspective. Show less



Egg Plc

• Change Manager

  • Mar 2004 - May 2007

  Customer Services and experience stream lead in the delivery of several product launches, including Egg MasterCard, Egg Money and Egg Money Manager. Development and implementation of several business improvements across both sales and servicing teams, directly improving customer and agent satisfaction. Stream led in the set up and initial running of a second contact centre, developing customer service processes, business continuity options and sign off of systems prior to… Show more Customer Services and experience stream lead in the delivery of several product launches, including Egg MasterCard, Egg Money and Egg Money Manager. Development and implementation of several business improvements across both sales and servicing teams, directly improving customer and agent satisfaction. Stream led in the set up and initial running of a second contact centre, developing customer service processes, business continuity options and sign off of systems prior to launch. Investigation, analytical research and full reviews of existing processes resulting in a number of business changes and improvements. Test, review and implementation of trials of new software, propositions and processes. Show less