Remediation Manager at Lowell Financial Group Limited (2022-08 – Present)
Built and led a high-performing remediation team with full autonomy, delivering group-level remediation activities and driving a culture of accountability and continuous improvement.
- Built and led a high-performing remediation team with full autonomy, delivering group-level remediation activities and driving a culture of accountability and continuous improvement.
- Developed and implemented robust governance frameworks and process documentation, ensuring all remediation activities met regulatory standards and internal quality benchmarks.
- Directed the successful delivery of three major Scheme of Arrangement projects for irresponsible lending, collaborating closely with the FCA and external clients to ensure regulatory compliance and positive customer outcomes.
- Designed and executed end-to-end improvements to highly regulated processes, including internal remedial activity, client partnerships, contracting, litigation processing, and risk management, resulting in enhanced operational efficiency and reduced regulatory risk.
- Recognised for industry innovation and customer-focused improvements, receiving four award nominations for initiatives that improved customer experience and set new standards across the sector.
- Proactively mitigated regulatory risks by leading ambitious remedial projects and maintaining strong relationships with external stakeholders, including regulatory bodies and partners involved in S166 reviews.
- Championed the adoption of PS22/9 Consumer Duty, driving forward industry-leading methodologies and increasing company appetite for regulatory best practice.
- Leveraged advanced data visualisation and storytelling techniques to communicate complex remediation outcomes to internal and external stakeholders, influencing decision-making at all levels.
- Mentored and developed analysts, supporting recruitment and the structural redesign of the remediation function to meet evolving business needs.
- Represented Lowell at industry forums and regulatory working groups, sharing expertise and influencing sector-wide remediation standards.
- Managed remediation budgets and resources, delivering projects on time and within budget while identifying cost-saving opportunities.
- Implemented automation, AI and advanced analytics to streamline remediation workflows and enhance data-driven decision-making.
- Developed and delivered training programmes to upskill team members and promote best practice in remediation and regulatory compliance.
Client Remediation Analyst - Data Specialist at Lowell Financial Group Limited (2022-03 – 2022-08)
Analysed complex business needs using Excel, SQL, and SAS, delivering actionable insights for remediation projects and supporting regulatory compliance.
- Analysed complex business needs using Excel, SQL, and SAS, delivering actionable insights for remediation projects and supporting regulatory compliance.
- Managed end-to-end projects using Agile, Waterfall, and hybrid methodologies, ensuring timely delivery and robust documentation.
- Successfully integrated the Provident Scheme of Arrangement and managed Lloyds Unsecured Remediation adjustments, improving customer outcomes and regulatory alignment.
- Coordinated cross-functional teams to execute client-led unsecured remediation, maintaining high standards of documentation and invoicing across multiple channels (SFTP, email, video meetings).
Software Support / Configuration Analyst at Lowell Financial Group Limited (2020-03 – 2022-03)
Oversaw Lowell-specific and global programmes, ensuring data integrity and operational continuity for stakeholders at all levels.
- Oversaw Lowell-specific and global programmes, ensuring data integrity and operational continuity for stakeholders at all levels.
- Led the creation and distribution of customer communications, guaranteeing regulatory compliance and accuracy in all correspondence.
- Provided technical expertise in agile project and incident meetings, supporting bespoke application development and data structure optimisation.
Customer Account Associate at Lowell Financial Group Limited (2018-05 – 2020-03)
Delivered first-line support to Lowell customers, consistently ensuring Fair Customer Outcomes and regulatory adherence.
- Delivered first-line support to Lowell customers, consistently ensuring Fair Customer Outcomes and regulatory adherence.
- Managed a multi-skilled team handling customer contact via calls, email, and letters, driving improvements in service delivery.
- Achieved top 2% in key performance metrics for 18 consecutive months, earning company-wide recognition for excellence.
Volunteer Maths Mentor at Armthorpe Academy (2015 – 2018)
Teaching both advanced and beginner Key Stage 3 and GCSE maths to promising and struggling students respectively, in small, targeted groups, 1 day a week as a volunteer.
- Teaching both advanced and beginner Key Stage 3 and GCSE maths to promising and struggling students respectively, in small, targeted groups, 1 day a week as a volunteer.
Shop Manager at Paddy Power Betfair (2016 – 2018)
Managed shop operations and provided analytical support to area management, enhancing business performance and reporting.
- Managed shop operations and provided analytical support to area management, enhancing business performance and reporting.
Customer Service Manager at Ladbrokes PLC (2013 – 2016)
Elected to staff forum, representing team interests and presenting feedback to senior management.
- Elected to staff forum, representing team interests and presenting feedback to senior management.
Public Relations Manager at Club 520 Glasgow (2010 – 2012)
Led event promotion and team management, driving attendance and revenue growth.
- Led event promotion and team management, driving attendance and revenue growth.
