Operations Manager

• Mar 2021 - Present

Manager

• Jul 2020 - Mar 2021

Customer Services Manager

• Sep 2016 - May 2020

Leading a branch and contact centre network of an FCA and PRA regulated Building Society. Ensuring customer service excellence and risk management by developing team members to deliver outstanding member experiences, offering the full range of the Society's services and ensuring advocacy of the Society heritage and mutual status. During my career here also led the mortgage servicing and collections functions dealing with all stages of arrears from early arrears through to repossession, supporting customers with repayment plans and relationship management with litigation solicitors. Key Achievements - Customer Service Champion, British Bank Awards. - Primary Savings function project stakeholder for the digitisation of the Savings product offering and Servicing platform. - Key Stakeholder in major customer focused and regulatory projects to improve customer experience and mitigate risk. - Managed an unprecedented savings monthly net inflow (a 525% increase on usual volumes). - Documentation and improvement of 85 internal processes and creation of key policy documents.

Manager

• Jun 2015 - Aug 2016

Controlling the workflow and organisation of associates to ensure that the standards of performance, attendance, quality and conduct are met within the Processing and Distribution Centre Key Achievements - Consistently achieved above 98% of daily production targets of outputs per hour and meeting all quality control standards. - Increased efficiency by 5% through leading, coaching and managing performance concerns. Controlling the workflow and organisation of associates to ensure that the standards of performance, attendance, quality and conduct are met within the Processing and Distribution Centre Key Achievements - Consistently achieved above 98% of daily production targets of outputs per hour and meeting all quality control standards. - Increased efficiency by 5% through leading, coaching and managing performance concerns.

Collections & Recoveries Manager

• Mar 2009 - May 2015

Managing a highly regarded performing team of Collection Advisors and Team Leaders within a Contact Centre, including a Legal, Repossession and Administration function and relationship management with third parties for an FCA and PRA regulated Bank. Key Achievements - 40% increase in cash collected against arrears accounts resulting in record breaking results. - Company Outstanding Achievement winner. - Development of new Collections strategies from pre delinquent accounts through to Litigation, including work flows, letters and dialer campaigns. - 10% improvement in call quality performance.

Team Leader

• Mar 2008 - Mar 2009

Managed a team of advisers dealing with the draw down of funds for Commercial Banking customer loans. Assessing cases for any outstanding information and liaising with the Offshore team in order to complete cases. Managed the work volumes and capacity of the team to ensue SLA's were met. Managed a team of advisers dealing with the draw down of funds for Commercial Banking customer loans. Assessing cases for any outstanding information and liaising with the Offshore team in order to complete cases. Managed the work volumes and capacity of the team to ensue SLA's were met.

Team Manager

• Jul 2000 - Mar 2008

Managed the Collections department to reduce arrears and over limit cases on Credit Cards and Loans in order to meet the overall company objective to reduce bad debt performance and mitigate risk and loss. Coached advisers to have informed conversations following TCF regulation to clear arrears on accounts, make suitable repayment plans or consolidate borrowing. Managed the Collections department to reduce arrears and over limit cases on Credit Cards and Loans in order to meet the overall company objective to reduce bad debt performance and mitigate risk and loss. Coached advisers to have informed conversations following TCF regulation to clear arrears on accounts, make suitable repayment plans or consolidate borrowing.

Claims Handler

• Mar 1999 - 2000

An administrative and telephony role dealing with car insurance claims for the classic car function, dealing with the insurers, repairers and clients to ensure claims were dealt with satisfactory and repairs were completed in a timely manner, also dealing with liability disputes and any repair complaints. An administrative and telephony role dealing with car insurance claims for the classic car function, dealing with the insurers, repairers and clients to ensure claims were dealt with satisfactory and repairs were completed in a timely manner, also dealing with liability disputes and any repair complaints.

Business Development Advisor

• 1995 - 2000

An administrative and telephony based role processing Buildings and Contents Insurance applications submitted by Legal and General Financial Advisers. Involved reviewing proposal for completeness, liaising with the Financial advisers for outstanding information, dealing with their general enquiries, the review of any specialist reports such as Homebuyers reports/Tree Surgeon reports in order to underwrite policies and place on risk. An administrative and telephony based role processing Buildings and Contents Insurance applications submitted by Legal and General Financial Advisers. Involved reviewing proposal for completeness, liaising with the Financial advisers for outstanding information, dealing with their general enquiries, the review of any specialist reports such as Homebuyers reports/Tree Surgeon reports in order to underwrite policies and place on risk.