Experience

Arrow Global Group

• United Kingdom
• Financial Services
• 300 - 400 Employee

• Manager

  • Sep 2008 - Present

  • Managing Administration Team of 20 FTE • Optimisation of processes/procedures • Managing SLA’s across 25 processes of multiple entities and operating platforms • Management of vulnerable customer population as a business priority • Vulnerable account reviews/ Letter and account audits • Continual improvement in quality since taking over the area • Developing and maintaining strong relationships with clients and partners • Support CEO Complaints review and response • Business Reporting on trends and gaps at board level • Monthly 121’s /Tier progression recommendations • Ability to communicate at high levels to key personnel and stakeholders and to present findings and detail solutions. • Complete review and reformatting of operational procedures • Validate procedure content with relevant SME and accurately record findings • Identify gaps within current framework and create new procedures where required • Create and amend process maps in line with current requirements Show less



CHL Mortgages

• United States
• Financial Services
• 1 - 100 Employee

• Arrears Management Team Leader

  • Jun 2005 - Jul 2008

  • Managed a team of 20 FTE • Working regulated and non-regulated 1st charge mortgage accounts from early arrears to repossession to sale and subsequent shortfall • Ensuring compliance is at the forefront of every action taken. • Oversight of LPA receivers on Buy to Let Accounts • Reporting on bad debt management provision at board level • Instrumental in developing a training programme for new starts with no mortgage experience • Managed a team of 20 FTE • Working regulated and non-regulated 1st charge mortgage accounts from early arrears to repossession to sale and subsequent shortfall • Ensuring compliance is at the forefront of every action taken. • Oversight of LPA receivers on Buy to Let Accounts • Reporting on bad debt management provision at board level • Instrumental in developing a training programme for new starts with no mortgage experience