Experience

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  Fly Now Pay Later

  • London, United Kingdom

  • Head of Collections and Recoveries

    • Aug 2018 - Feb 2020
    • London, United Kingdom

    • Reviewed and streamlined processes across the full Collections structure • Created a SOP's/Training Manuals/Reconciliation Processes• Reviewed and created new contact strategies for all products, targeting a selection of scenarios • Created a new Promise to Pay platform to be build and to be integrated into the system• Created weekly and monthly reporting packs• Configured arrangements for Collections in Germany for both inhouse and external DCA Created a new complaints platform ready to be built into the system.

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  RBS

  • Leicester

  • Retail Banking Consultant (Contracting – AMS)

    • Sep 2013 - Sep 2016
    • Leicester

    Retail Banking Consultant, Leicester (contract via Alexander Mann Solutions http://alexandermannsolutions.com/) • Managed multiple projects for adhoc incidents, communicating to the team to ensure maximum output and minimum risk to the bank and customers• Investigated and resolved executive level complaints across unsecured lending, savings, investments and charges: in line with internal group policies on “Treating Customers Fairly” and “Complaint Handling Standards”• Post-closure, carried out root cause analysis to quality check appropriateness of case decisionsAchievements • Consistently achieved targets set and maintaining quality• Appointed team mentor for new and existing team members• Across all, incident projects, executed with near-zero risk to customers and business• Involved in adhoc short term projects successfully, reporting into Customer Operation Manager directly

• 

  RBS

  • Leicester, United Kingdom

  • Retail Banking Consultant (Contracting – Hays)

    • Jul 2011 - Jun 2013
    • Leicester, United Kingdom

    Retail Banking Consultant, Leicester (contract via Hays https://www.hays.co.uk/) • In line with bank policy and FCA guidelines, investigated and resolved:o complex stage 2 complaints in relation to unsecured lending, savings, investments, debit cards, charges, loans and overdrafts – resolved for customer and issued a Financial Ombudsman Services final response lettero ISA and Bond complaints • Executed efficient floor plans and rotas to support the National Branch Helpline to ensure adequate resources available Increased team morale by leading and team building to ensure all staff were customer-focused.• Escalated risks to stakeholders and followed through to resolution

• 

  Santander

  • Leicester, United Kingdom

  • Customer Resolution Manager (Contracting – Grovelands)

    • Nov 2010 - Jul 2011
    • Leicester, United Kingdom

    Customer Resolution Manager, Leicester (contract via Grovelands Recruitment https://www.grovelands.co.uk/) o investigated general banking and savings non-regulated issueso established the errors, assessed distress of financial impact to the customer, rectified or assured the customer of bank actions, and provided a written response• Key to meetings, providing feedback and sharing best practices to achieve 100% quality • Training: o as SME, assisted with training and development of new team memberso provided ongoing constructive feedback to junior members through coaching and support

• 

  Lloyds Banking Group (HBOS)

  • Leicester, United Kingdom

  • Team Manager –Customer Collections & Recoveries

    • Jan 2007 - Aug 2010
    • Leicester, United Kingdom

    Team Manager – Customer Collections & Recoveries • Managing a 24-strong team recovering money on overdrawn accounts, both for Lloyds and for SAV, a third-party customer• Embedded and ensured continuous improvement of the "Treating Customers Fairly" across the bank • Forward-planned all workloads to ensure delivery of SLAs Achievements • Highlighted risks, and developed and implemented an "Impact Analysis Form" to provide an audit trail of corrective measures• Created a formal Service Level Agreement training course resulting in increased awareness of the impact of individual and team actions on SLAs• Designed and implemented a new, simplified shift system which saved 2 (8%) FTEs and significantly improved communication and morale• Exceeded monthly targets by monitoring and motivating the team• Balancing the needs of the business and individuals, achieved the best absence records for 2009 & 2010