Paul Stevenson
Experienced Senior Operational Lead with Digital
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About
An ambitious, results driven leader with a proven record of operating in highly regulated markets. Commercially aware and efficiency focused with a passion for balancing strong employee engagement with exceptional Customer service and fair outcomes.
Experience
BPO operational lead of business pivot through the Pandemic in alternative service industry (mortgage forbearance) including 50%+ resource expansion to support client needs.
Restart of Field Operations during the Pandemic servicing both mortgage and motor portfolios - several top 10 UK banking institutions.
Transformation of technology strategy and platforms to “digital first” strategies including both customer facing video services and in-app lending products.
Operational lead of M&A projects successfully onboarding two competitor businesses (field & utility specialists) including TUPE supporting strategic growth.
Designed and delivered an in-house, bespoke collections platform servicing HCST and sub-prime portfolios. Developed a dedicated specialist emotionally intelligent Customer Specialist Support Team.
Project lead of start-up servicing operation in Republic of Ireland following a large portfolio acquisition.
End to end facilitation and delivery of a sub-prime loan book debt sale including a remediation exercise.
Continuous development of the business unit and its Target Operating Model to meet client, customer and colleague needs.
Supporting to evolve Conduct & Risk and T&C Frameworks including innovative 4LOD.
