Experienced Senior Operational Lead with Digital
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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.
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.
