Proven success accredited by executing complex project of full collections process and strategy into numerous European countries. In depth knowledge of overall consumer collections from pre-arrears to late stage recoveries. Demonstrated ability to reduce debts and improve performance by revising and restructuring operational practices and processes. Well-versed in identifying, implementing, and monitoring credit policies for consumer and commercial lending.
Collections, Credit, Recoveries, Litigation/Legal, Insolvency, Mentoring, Training, Management Information, Analytics, Problem Solving, Operational Improvement, Continuous Quality Improvement, Regulatory Adherence, Central Bank Liaison, Stakeholder Management, KPI Definition, Target Setting, Target Operating Model definition
Sonovate, Cardiff, UK
Rationalising Collections operations through automisation and digtisation to improve the customer experience and deliver superior revenue and asset control
Direct Reports: 5 though with a department of 33 personnel
Budget responsibility - £350k annually
Head of Collections & Recoveries – (5/2023 to Present)
Implementation of;
• Data driven decisions in collections
• Customer self-serve
• Upskilling personnel
• Champion-Challenge of current processes
Kriya Finance (formerly MarketFinance), London, UK
Implementing capacity and scale in Collections utilising skills obtained throughout an extensive career.
Direct Reports:4 though span of control influences 100 personnel
Budget responsibility - £250k annually
Head of Collections – (12/2020 to 5/2023)
Collaborating with all other business areas to bring capacity, control and scale to the Collections function
• Introduction of Collection Friendly Lending processes
• Defined segmented strategies based on data driven decisioning
• Introduced suite of restructure products to assist SMEs in post pandemic recovery
Office of the Financial Services & Pensions Ombudsman, Dublin, Republic of Ireland
Perform as point of contact between complainant and provider through mediation techniques while resolving customers’ disputes and issues.
Direct reports:0 though a ‘go to’ person for advice and experience
Budget responsibility - £0 annually
Dispute Resolution Officer/Investigation Officer – Contract (1/2020 to 12/2020)
Collaborate with complainants and service providers to carry out assessment on disputes and negotiate resolutions. Provide support and guidance in managing caseloads and handle associated issues.
• Resolution success rate in mediation of 90%.
• Specialist in ‘Tracker’ mortgage resolution cases
Permanent TSB, Dublin, Republic of Ireland
Managed overall collections for all bank divisions, while setting robust strategies to collect residential and investment mortgages, unsecured borrowings, and bad debt portfolios.
Direct reports:17 with a span of control of 300 personnel
Budget responsibility - £500k annually
Head of Collections, HRAM and Customer Management (10/2013 to 12/2019)
Improved customer journey development by defining collections trends and change initiatives. Promoted performance agenda for collections by implementing analysed performance metrics for 300 FTE call centre. Ensured implementation and achievement of MARP objectives provided by central bank.
• Played a key role of collections representative in negotiations both at board and bank level.
• Introduced strategic plans, redesigned product development process, assessed arrears of over 720 days, and identified over 6,000 “deep NPL” potential clients for forbearance with provision release of over €1Bn.
• Ensured full compliance with Irish mortgage arrears legislation by installing collection and recovery software.
• Revised bank’s collection strategy and provided corrective actions and input for continuous improvement.
Raiffeisen International, Vienna, Austria (+ other European Locations)
Oversaw collections for various countries across CEE, SEE, and CIS regions, while highlighting underperforming internal areas and functions and implementing changes in collaboration with the board members.
Direct reports:8 across five countries
Budget responsibility - £200k annually (per country)
Senior Manager – Collections Operations (4/2010 to 10/2013)
Monitored and evaluated progress of remote sites along with the evaluation of whole collections operations. Improved performance and teams’ output by introducing and communicating ‘champion challenge methodology’.
• Initiated asset sales and debt reduction programmes in Ukraine, Bulgaria, and Croatia and achieved sales of over 120 real estate properties in critical times that increased profit by over five million euro.
• Deployed improved collection and dialler technology in Bulgaria and Croatia and identified an opportunity of redeployment of 50 members and 37% increased efficiency.
Basketball, Dog Breeding, Music, Travel, Classic Literature, Walking, Classic Cars, Quizzing, Lateral Thinking puzzle solving, Animal Charities, Wine.
