Paul Giggins
Head of Operations Strategy at Cabot Financial- Claim this Profile
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Bio
Ken Southard
I had the pleasure of working with Paul for more than 8 years at Aktiv Kapital. He is a highly motivated collections professional focused on achieving results. Over the years I have observed Paul and his team exceeding targets that most would consider "unachievable" in the first instance. Those results were achieved through excellent analytical skills, strong interpersonal skills and sheer determination. His dedication to Aktiv Kapital is second to none and he is an asset to the organisation.
Robin Knowles
I have worked with Paul on a couple of occassions in recent years and he has impressed me with his ability to manage the trade off between short and long term objectives, which are key in a debt purchase business. Paul's role meant he not only had responsibility for collections, but was also involved in developing strategy to enhance and improve performance in the business on an ongoing basis. I am happy to recommend Paul.
Ken Southard
I had the pleasure of working with Paul for more than 8 years at Aktiv Kapital. He is a highly motivated collections professional focused on achieving results. Over the years I have observed Paul and his team exceeding targets that most would consider "unachievable" in the first instance. Those results were achieved through excellent analytical skills, strong interpersonal skills and sheer determination. His dedication to Aktiv Kapital is second to none and he is an asset to the organisation.
Robin Knowles
I have worked with Paul on a couple of occassions in recent years and he has impressed me with his ability to manage the trade off between short and long term objectives, which are key in a debt purchase business. Paul's role meant he not only had responsibility for collections, but was also involved in developing strategy to enhance and improve performance in the business on an ongoing basis. I am happy to recommend Paul.
Ken Southard
I had the pleasure of working with Paul for more than 8 years at Aktiv Kapital. He is a highly motivated collections professional focused on achieving results. Over the years I have observed Paul and his team exceeding targets that most would consider "unachievable" in the first instance. Those results were achieved through excellent analytical skills, strong interpersonal skills and sheer determination. His dedication to Aktiv Kapital is second to none and he is an asset to the organisation.
Robin Knowles
I have worked with Paul on a couple of occassions in recent years and he has impressed me with his ability to manage the trade off between short and long term objectives, which are key in a debt purchase business. Paul's role meant he not only had responsibility for collections, but was also involved in developing strategy to enhance and improve performance in the business on an ongoing basis. I am happy to recommend Paul.
Ken Southard
I had the pleasure of working with Paul for more than 8 years at Aktiv Kapital. He is a highly motivated collections professional focused on achieving results. Over the years I have observed Paul and his team exceeding targets that most would consider "unachievable" in the first instance. Those results were achieved through excellent analytical skills, strong interpersonal skills and sheer determination. His dedication to Aktiv Kapital is second to none and he is an asset to the organisation.
Robin Knowles
I have worked with Paul on a couple of occassions in recent years and he has impressed me with his ability to manage the trade off between short and long term objectives, which are key in a debt purchase business. Paul's role meant he not only had responsibility for collections, but was also involved in developing strategy to enhance and improve performance in the business on an ongoing basis. I am happy to recommend Paul.
Experience
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Cabot Financial
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United Kingdom
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Financial Services
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200 - 300 Employee
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Head of Operations Strategy
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Aug 2018 - Present
The role is the first point of responsibility for Operational and Portfolio performance whilst working to a restrict budget. The role that was created to bring together 11 individual business units that worked in silo and forge internal hand offs between Core Operations, Customer Engagement, Insight and Decision Science as well as taking the operational lead for future acquisitions and portfolio performance. Areas of accountability include:• Operational Capacity planning and tracking (across voice and non-voice channels), forecasting and Business MI.• Management, oversight, budget and forecasting and strategic vision of all External performance partnerships.• Responsible for Inventory management and oversight across the DP estate to ensure that all assets are assigned to appropriate strategies. • Forge relationships with internal and external partners to ensure that all customer accounts Traced and have the most up to date contact and address information.• Management and consistently search for improved telephony approaches across 3 sites across the UK and our Spanish operation including SMS, Secure messaging, IVR, IVM and traditional dialling techniques.• Accountability and oversight of Due Diligence and Portfolio Onboarding with associated remediation and Risk and Operational Planning and execution• Responsibility for the creation of business-critical corrective strategies in line with Company directives and portfolio performance.• Accountability for Key Business Risks and remediation working in partnership with Internal Audit, Risk, External Partners and Compliance and RCA teams
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Head of Internal Operations
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Mar 2015 - Present
Accountable for the performance of all areas of Operations from point of customer contact. This ultimately translates to exceeding customer, employee and performance expectations. This must be achieved whilst ensuring tight budgetary management, driving significant change and improvement whilst adhering to exacting compliance standards. Fully redesigned and implementated KPI dashboard covering Portfolio, Agent and business performance metrics. Strategic enhancements were deployed and tracked throughout the operations to meet challenging objectives and in turn these metrics where used to forecast and track multi-million strategic initiatives. Delivered migration of the Telephony platform and full overhaul of the dialler system and supporting SMS, AMD and IVR systems to drive improved customer journey and RPC performance leading to strong revenue performance and significant cost reduction. Further drive these strategies across our European sites. These developments continuously evolve with the use of Secure SMS and Digital promotion.
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Community
