Payment Processing Assistant Manager - Secure Trust Bank
(2026-01)
Supported the end-to-end processing of customer payments across motor/retail finance accounts, ensuring accuracy, timeliness, and compliance with internal controls.
- Processed high volumes of transactions including direct debits, card payments, bank transfers, and settlements, maintaining strict attention to detail.
- Investigated and resolved payment discrepancies, unapplied funds, and allocation issues, minimising financial risk and customer impact.
- Liaised with internal departments (Collections, Recoveries, Finance) to ensure accurate account reconciliation and smooth cash flow management.
- Assisted in daily and monthly reconciliations, identifying variances and supporting resolution within agreed SLAs.
- Ensured compliance with FCA regulations, anti-money laundering (AML) procedures, and data protection requirements in all payment activities.
- Contributed to process improvements by identifying inefficiencies in payment allocation and suggesting enhancements to systems and workflows.
- Provided support during peak periods and system migrations, demonstrating adaptability and the ability to quickly learn new processes.
- Maintained accurate records and audit trails to support internal and external financial audits.
Motor Administration Manager - Secure Trust Bank
(2022-11 - 2026-01)
Lead and manage the motor administration department, overseeing a team of 8 staff handling a wide range of motor finance tasks, including document processing, customer service, and compliance.
- Migration of the administrative tasks across various departments, overseeing a team of 8 agents managing 80+tasks.
- Built Business Intelligence (BI) reports and audit procedures to enhance transparency and operational efficiency.
- Collaborated with key stakeholders to implement cross-training and skills assessment frameworks.
- Proactively ensured compliance by staying updated on industry regulations and recommending process improvements.
- Managed recruitment efforts, attendance, and manpower gaps to maintain staffing levels and service quality.
- Implement business process improvements and improving team productivity.
- Ensure all administrative processes are compliant with relevant industry regulations and internal policies.
- Collaborate with key stakeholders to develop and implement cross-functional initiatives, improving communication between departments.
- Design and deliver training programs for new and existing staff, fostering a culture of continuous improvement.
- Produce regular reports on departmental performance, identifying opportunities for further improvement and streamlining.
- Lead the migration of administrative tasks across different departments, improving operational efficiency and accuracy.
- Ensuring payments are reconciled and any suspense items are managed.
- Manage the reporting of payment transactions including bank reconciliations.
- Supporting operations and other teams with queries / investigations around payments.
Collections Team Leader - Secure Trust Bank
(2022-01 - 2022-10)
Managed a team of up to 12 collections agents, focusing on performance improvement and resource management.
- Supported specialized teams such as Vulnerable Customers and Specialist Recoveries.
- Led the induction and role-specific training of new starters, ensuring smooth transitions into operational roles.
- Designed and delivered training for Vehicle Finance/Collections to operational teams.
- Supported the Motor Administration Manager in overseeing a team of 12 employees responsible for processing motor finance contracts and customer requests.
- Managed day-to-day team operations, ensuring adherence to service level agreements (SLAs) and quality standards.
- Led training sessions on new industry regulations and internal compliance requirements.
- Assisted in developing BI reports to monitor performance metrics and identify areas for operational improvement.
- Provided coaching and mentoring to junior staff, improving team skills and overall service delivery.
Specialist Recoveries Team Leader - Secure Trust Bank
(2021-06 - 2022-01)
Led a specialist recoveries team of 8 agents, overseeing performance metrics such as utilization, KPIs, and personal development.
- Conducted team meetings, 1:1s, and created cross-departmental relationships to share best practices.
- Developed and rolled out training materials across the business and managed audit processes for compliance with repossession procedures.
Collections Team Senior - Secure Trust Bank
(2019-07 - 2022-01)
- Delivered training presentations on key topics such as vulnerable customers and insolvencies.
- Conducted regular 1:1s, coaching, and mentoring of Collections Advisors to maintain high customer service standards.
- Actively involved in recruitment, training, and onboarding of new team members, including managing probation periods.
Specialist Support Advisor - Secure Trust Bank
(2018-01 - 2019-07)
Assisted customers in financial difficulty, collaborating with collections and legal teams to create sustainable payment plans.
- Provided support to vulnerable customers, ensuring fair treatment and positive outcomes.
Collections Advisor - Secure Trust Bank
(2017-05 - 2018-01)
Strong negotiator who can confidently communicate in a professional and empathetic manner but can assert authority and gain commitment when required. Experienced in making difficult, yet practical decisions and choosing to consider all factors to ensure the right approach first time.
Senior Collections Advisor (Specialist Support) - HSBC
(2016 - 2017)
Managed cases involving vulnerable customers and those with mental health issues, ensuring tailored support and positive debt resolution outcomes.
- Trained new staff on handling potentially vulnerable customers and oversaw day-to-day team coordination.
Senior Collections Advisor (Secured Finance) - HSBC
(2015 - 2016)
Managed complex mortgage arrears cases, collaborating with in-house solicitors to resolve delinquent accounts.
- Handled a portfolio worth over £16 million, ensuring compliance with FCA regulations while achieving favourable outcomes for customers and the bank.
Collections Advisor – secured & unsecured lending - HSBC
(2014 - 2015)
Administration/Banking - Manpower/RBS
(2013 - 2014)
