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Consumer Collections / Strategy Consultant

Consumer Collections / Strategy Consultant

Work Experience

• Senior operational management experience acquired in the Debt collection industry, from debt purchase to DCA and subsequently setup a collections operation from end to end collections for a UK bank.

• Substantive cross industry experience in sales and outsourced operations, handling both inbound and outbound customer contact activity: industry experience includes Store Cards, Retail and utility/telecoms.

• Strong project and change transformation experience secured in the design and development of several contact centre operations and change management within existing operations.


Consumer Collections Consultant
Kevin lamb
October 2010 – Present (1 year 7 months)

To provide strategic operational improvements at all levels

Operational management of consumer collections,Call centre operations and training.Provision of management information for clients and Executive Board.

Optimise recoveries
Development of training programmes
Enhancement of collections technology
Ask for recommendations

Consumer Collections Consultant / Head of Collections & Strategy

Shergroup Limited
Privately Held; 51-200 employees; Law Enforcement industry
February 2010 – October 2010 (9 months)

I took on a one month contract to assess the business and understand where the developments where needed.

After putting the findings to the Board, I was offered to design and develop a brand new collections system. With automated decisions and letters based on the outcome of the accounts.

I worked with the Indian team to produce a very usable collections system on a web base application.
2 visible recommendations for this position Manage
Consumer Collections Consultant & Contractor (Outsourcing)

Sitel
Privately Held; 10,001+ employees; Outsourcing/Offshoring industry
August 2008 – February 2010 (1 year 7 months)

Initially took on a one month contract to investigate the contract between the outsource operation and the client. I was subsequently offered a contract for a further three months to take over the management of the operation until a suitable candidate was found.

The second part of my role was to increase the inbound call centre from a banking client from 85 FTE to 300 FTE and also included a TUPE piece.

As an Outsource onsite operation I was to look at the restrictions the onsite posed and put in place solutions to meet the contract deliverables.


UK Collections Manager (Contractor)
TSYS
Public Company; 5001-10,000 employees; TSS; Financial Services industry
October 2007 – August 2008 (11 months)

The role is of a strategic mythology, where knowledge of dialler and contact centre strategies to be used to full effectiveness.

The Principal objective of this position relates to running the collection floor on a day-to-day basis and all matters connected to the operation and maximizing company revenue, whilst controlling and attempting to reduce costs

Collections Manager (Contract)
Gothia
April 2007 – October 2007 (7 months)

As a Collections Support Manager for a growing Collections department to assist the Operations Director with operational performance targets and controls. Key focal areas will be; collections policy, procedures, compliance and best practices, with an increasing requirement to benchmark performance and exploit the Group’s information and database assets.

The role involves client facing support to the executive team through the bid process on an “on demand” basis. A dynamic and IT literate Collections Support Manager with excellent process optimization and client facing qualities.

Training & Development Manager
Aktiv Kapital
Public Company; 501-1000 employees; AIK; Financial Services industry
June 2006 – October 2006 (5 months)

A training and development officer/manager manages the learning of an organisation's workforce.

• The training element of the work gives staff the knowledge, understanding, practical skills and motivation to carry out particular work-related tasks. The training officer/manager will deliver training sessions to participants or, in a more senior role, devise a training strategy for the organisation.

• The development work relates more to the ongoing, long-term improvement of employees so that they can fulfill their potential within that organisation.

• The training and development manager is responsible for developing a comprehensive training package that encompasses both of these elements in order to maintain a motivated and skilled workforce.

Collections Manager
NCO Group
Privately Held; 10,001+ employees; Outsourcing/Offshoring industry
August 2005 – May 2006 (10 months)

The Principal objective of this position relates to running the collection floor on a day-to-day basis and all matters connected to the operation and maximizing company revenue, whilst controlling and attempting to reduce costs.


Collections and Dialler Manager/ Strategist
Aktiv Kapital
Public Company; 501-1000 employees; AIK; Financial Services industry
August 1999 – July 2005 (6 years)

To effectively take on full responsibility for the running of the dialler. Develop daily statistical reports, and working closely with the collections director to ensure that each client is performing. Monitor and develop staff and team managers using the KPI’s available. Making sure that daily targets are met individually and as a team. Hold daily briefs on the previous day’s performance and set goals as a team for the current day

Education

Secondry school education with 8 GCSE\'s grade A-C.

Skills

Specialties
Debt Collections , Outsourcing, Re-structuring, Performance Analysis, Strategies

Languages

English

Other

Work in India for a year.

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