CUSTOMER SUCCESS MANAGER
BROADCOM | ARCOT September 2023 – December 2024
- Retained and increased the value of two key European Banking customers, with a combined annual revenue stream of over €4m.
- Achieved an 8% increase in product revenue, driven by value-add product adoption and additional portfolio growth.
- Quickly built a successful track record of selling products and consulting services, delivering tailored benefit cases and value calculations.
- Accountable for improving performances across all key authentication metrics (customer experience, ‘frictionless’ transactions, fraud reduction and authorisation success rates).
- An expert in driving through PSD2, RTS on SCA, 3RI and RCI regulation performance strategies, offering customised practitioner level advice.
- Responsible for monthly account and service reviews, creating subsequent value reporting and quarterly business reviews to senior stakeholders.
PRACTICE LEAD | SENIOR DIRECTOR
FICO December 2020 – September 2023
- Promoted to lead FICO’s Global Consulting Practice consisting of 40 principal and senior level practitioner consultants spanning Fraud, Credit Risk and Collections.
- Owned a £12m P&L, defining and implementing a strategic vision that adapted to changing business and client needs.
- Generated high yield revenue with year-on-year growth, achieving an annual growth target of 5% per annum.
- FICO’s trusted advisor for existing and potential clients across the Continent.
- A respected industry expert, hosting regional and international market forums that reviewed and shaped the future for fraud.
SENIOR DIRECTOR
FICO December 2017 – November 2020
- Promoted to lead FICO’s Advisors Fraud Practice, managing a group of 20 industry expert fraud practitioners within a heavily regulated industry.
- Accountable for a Fraud Practice P&L of £6m, developing business throughout North and South America, UK, Africa and GCC.
- Developed and maintained longstanding relationships built upon a successful industry track record.
- Uniquely positioned to access and develop value-add opportunities on behalf of clients, with in-depth knowledge of global financial market trends.
- Key decision maker and representative of the company in all aspects of the business.
- Built a strong and engaged team, managing employees to perform at their highest capabilities through effective coaching, timely feedback and formal appraisals.
DIRECTOR
FICO December 2014 – November 2017
- A key member of the FICO senior leadership team promoted to a wider management role with a global remit. Delivering more than £4m in annual revenue, with annual growth of 10%.
- Specific responsibility for EMEA region revenues, defining and implementing an optimised business development and engagement delivery methodology that maximised client and business value and ROI.
- Recruited, trained and managed 10 industry expert fraud practitioners.
- Ensured that all colleagues had significant career development and growth opportunities, including succession planning for all roles within the division.
- Strengthened control measures to ensure the company adhered to all regulatory and compliance requirements, maintaining knowledge of current laws, regulations, and industry best practices.
PRINCIPAL CONSULTANT
FICO December 2011 – November 2014
- Secured promotion to Principal Consultant, a senior oversight role for engagement development and delivery.
- Delivered strategic advisory consulting to help shape a client’s fraud management strategy and business roadmap.
- Acted as an intermediary between FICO business functions, technical teams and the client.
- An experienced problem solver, investigating, analysing and resolving high priority issues.
- Communicated effectively both individually and in group settings, facilitating workshops to gather business requirements.
- Worked independently as an expert mentor, helping less experienced resources to map operational requirements, processes and client objectives, to develop product changes required to meet customer needs.
SENIOR CONSULTANT
FICO January 2008 – December 2011
- Implemented business operational planning activities in readiness for Go Live dates.
- Constructed accurate observational reports and recommendations for the client,
complete with industry benchmarks and prioritised roadmaps.
- Optimised client fraud management policy, strategy, technology and operations to deliver maximum value and enhanced customer satisfaction.
HEAD OF FRAUD (MARKS & SPENCER) | GLOBAL FRAUD COMMITTEE HSBC PLC
February 2007 – December 2008
- Appointed to role of Fraud Manager for the Marks & Spencer portfolio, reporting directly to the M&S Financial Services CRO.
- Responsibility for the entire fraud management lifecycle across a 2.5m card portfolio.
- Member of the HSBC Global Fraud Committee, defining the strategic business approach to fraud management, including the utilisation, structure and efficiency of global fraud operations.
- Owned the departmental P&L with accountability for over 60 FTE.
HEAD OF FRAUD (UK CARDS)
CITIBANK January 2004 – January 2007
- Successfully recruited to the position of Head of Fraud, for Citibank’s entire UK Card portfolio.
- Ran the entire fraud management lifecycle across a portfolio of more than 2 million members, 40 FTE and a £multi-million P&L.
- Oversaw management of the budget to ensure financial objectives were met, proactively seeking opportunities to drive improvement of the operating results.
- Integrated new resource into the function and reduced fraud losses by over 85% to achieve alignment with industry best performance metrics.
- An experienced communicator, connecting with individuals and groups, setting objectives for the team, and carrying out regular reviews and performance appraisals.
- Coordinated the offshoring of all fraud operations to India, project managing the entire transition.
