Rory Johnston

Operations, Collections & Transformation Leader with extensive experience across utilities, financial services, and BPO environments. Proven track record of driving operational improvement, reducing costs, increasing productivity, and developing high-performing teams across the UK and South Africa. Skilled in stakeholder management, client negotiations, workforce transformation, and revenue growth, with experience leading large-scale operational initiatives across teams of 150+ FTE.

Recognised for delivering measurable commercial outcomes through process optimisation, capability development, and customer-focused improvement programmes.

Subject Matter Expert - Sigma Connected - Cape Town, South Africa

(2025-03)

Commercial utilities collections SME responsible for strategy development, operational performance, compliance, training, and continuous improvement across multi-site operations.

• Delivered a 17% reduction in staffing costs through process redesign, efficiency improvements, and workforce optimisation.
• Led client negotiations and operational improvement initiatives that increased productivity and improved service delivery outcomes.
• Held operational responsibility for departmental capability development programmes, generating an additional £2.5 million in annual revenue through enhanced colleague performance and service offerings.
• Project lead for the delivery of technical and soft skills training to 250 colleagues across South Africa, forecast to deliver an additional £750,000 gross profit.
• Managed complex stakeholder relationships and operational teams across multiple time zones, ensuring consistent performance, governance, and customer outcomes.
• Developed collections and recovery strategies covering negotiation, settlements, tracing, direct debit conversion, payment sustainability, and regulatory compliance.
• Increased colleague engagement through coaching, training frameworks, performance management, and leadership development initiatives.
• Supported operational transformation programmes across a 500+ FTE environment, improving performance, customer experience, and commercial results.
• Utilised MI, performance analytics, and operational insight to identify opportunities, improve effectiveness, and drive continuous improvement.

Trace and Commercial Manager - McLaren Credit Services (Sigma Connected) - Birmingham

(2022-08 - 2025-03)

• Led a team of debt recovery agents and tracing specialists to achieve annual targets for debt recovery and tracing activities.
• Directed the management of high-value commercial debt accounts, ensuring a structured and strategic approach to recovery and settlement.
• Developed and implemented effective strategies for tracing hard-to-locate debtors, utilizing advanced data analytics, credit reporting systems, and legal resources.
• Collaborated closely with the legal department to initiate court proceedings when necessary, preparing documentation and representing the company’s interests.
• Implement new training material and mentored team members on debt collection practices, customer negotiation techniques, and the use of recovery software.
• Prepared detailed reports for senior management, including forecasting, KPI analysis, and client portfolio performance.
• Ensured compliance with relevant laws and regulations, such as the FCA and GDPR.

Senior Account Manager - Judge & Priestley LLP - Bromley

(2016-10 - 2022-08)

• Management of individual caseload of pre litigation matters on behalf of corporate clients.
• Specialist knowledge of the Utility industry and corporate commercial accounts.
• Contacting debtors to seek repayment and resolution of outstanding accounts.
• Liaising with clients to resolve any issues that have arisen.
• Arranging and negotiating responsible payment options.
• Working alongside third parties such as solicitors, DMC’s and managing agents.
• Liaison with debtors via phone, email and letter.
• Trace and Investigation to identify individuals and assets.

Portfolio Manager and Senior Negotiator - Empingham Limited / Bluestone Credit Management - Sheffield

(2012-01 - 2016-01)

• Responsible for maintaining the effective management of the placed portfolios for large clients,
• Ensuring that collections were maximized and efficiently managed.

Call Centre Operative - RS Components - Corby

(2011-12 - 2012-01)

• Temporary contract basis maintaining the customer order book.
• Within this role it was essential to show high levels of customer service as well as seeing the potential to up sell

Customer Service Advisor / Sales Team Leader - British Gas - Leeds City Park Office

(2008-12 - 2010-06)

• Strong ability to persuade potential and existing customers into purchasing additional products and building strong relationships over short periods of time.
• Successfully formed part of a sales project team which launched and developed a new product that the company launched. I played part in the development and the role out of the product resulting in a successful national launch of the product.
• Promoted to Sales Team Leader during my time within the sales industry. Responsible for the ongoing side-by-side training and development of my team members to allow for targets to be achieved.

Bar and Restaurant Manager - The Royal George - Leicestershire

(2003-12 - 2011-09)

• Responsible for the day to day running of a successful country pub.
• Recruiting, training and motivating your staff
• Doing regular stock-takes and ordering as necessary
• Handling deliveries
• Overseeing or liaising with the kitchen
• Keeping up to date with licensing legislation, liaising with the authorities and taking overall legal responsibility for the premises
• Adhering to budgets and managing cash flow

BA (Hons) - International Hospitality and Business Management - Leeds Metropolitan University (2005-09 - 2008)

GCSE’s, GNVQ, A-levels, AVCE - English literature C, English Language C, Drama C, Maths B, Science CC, Design Technology C, Business B, Sport Studies A, Electronics C. GNVQ - Information and - Brooke Weston CTC (1997-09 - 2004-07)