Senior Outcomes Specialist at Toyota Financial Services Corporation (2025-08 – Present)
- Support Toyota Financial Services, Lexus Financial Services and Mazda Financial Services within a regulated automotive finance environment.
- Following strong performance and consistent delivery above expected KPIs, remit expanded to include asset recovery, vehicle repossession and end of contract activity alongside complex and higher risk case management.
- Manage a portfolio of 200+ active accounts, consistently exceeding operational KPIs while maintaining 95%+ quality and compliance performance.
- Oversee asset recovery and end of contract cases, managing operational and financial risk, governance, controls and stakeholder coordination; regularly provide colleagues with guidance on operational processes and complex cases.
Sales Team Manager at Machine Mart (2024-12 – 2025-06)
- Led a team of up to five colleagues with responsibility for people performance, revenue delivery and commercial objectives.
- Regularly exceeded sales and revenue targets while significantly improving overall team performance through structured coaching, performance management and clear accountability.
- Monitored KPIs, productivity and commercial performance while managing resources, stock and operational priorities.
Collections Support Team Manager at BNP Paribas Personal Finance (2022-01 – 2024-12)
- Led and developed a team of 15 colleagues within a highly regulated financial services environment, accountable for people leadership, operational performance, regulatory compliance and risk.
- Consistently exceeded operational KPIs while maintaining 95%+ QA and compliance performance through MI analysis, structured coaching and targeted performance management.
- Improved underperforming colleagues and developed several team members who progressed into more senior and specialist positions.
- Maintained strong standards across FCA requirements, Consumer Duty, governance and quality assurance; introduced improvements across compliance, QA and coaching processes.
- Received formal recognition for leadership and team performance, including strong quality, compliance and operational results.
Evening Manager at Sainsbury's (2021-01 – 2022-02)
- Provided operational leadership across evening shifts of approximately 10-20 colleagues, with responsibility for workforce deployment, productivity, resource allocation and operational delivery.
- Regularly exceeded operational targets while significantly improving productivity through effective workforce planning, performance management and clear accountability.
- Successfully coached underperforming colleagues, delivering significant improvements in individual performance while maintaining strong operational and compliance standards.
Area Operations Manager at William Hill (2013-04 – 2021-01)
- Held multi site operational responsibility across 10+ locations and approximately 20-40 colleagues, accountable for people leadership, commercial performance, regulatory compliance, risk and operational delivery.
- Regularly exceeded commercial and operational targets while maintaining strong compliance and audit performance across the area.
- Developed several colleagues into more senior positions through structured coaching and performance management.
- Took responsibility for underperforming locations, implementing targeted improvements to strengthen commercial results, colleague performance and operational standards.
- Oversaw workforce planning, resource allocation and key operational controls including security, cash management and responsible gambling requirements.
Reception Manager at Tenpin Ltd (2011-12 – 2013-04)
- Managed approximately 6-10 colleagues with responsibility for workforce coordination, performance, resource planning and day to day operational delivery.
- Regularly exceeded operational targets while improving overall team performance and productivity through coaching, performance management and workforce planning.
- Oversaw staffing, rotas, operational planning, recruitment, onboarding and colleague development.
Administrative Assistant at Debenhams (2011-09 – 2012-02)
Administrative Assistant at Next (2010-09 – 2011-02)
Administrative Assistant at New Look (2009-09 – 2010-02)
