Operations Manager
About Candidate
Education/Qualification
- 2003 – Stranmillis Queens University- BSc Sports Science
- Level 5 Diploma in Psychology
- Accredited Mental Health First Aider
Systems used
- In house CRM systems
- Regulatory Packages
- Excel, Word & Outlook
Skills Set / Experience
- Results driven Team Manager encouraging personal development
- Production of Control and Process enhancements
- Management of Risk and Operational Teams and working with Accounting and Customer Service
- Management of Credit Risk / Lending / Internal Risk Controls / Compliance
- Working with internal and external Audit and Internal Compliance bodies and teams
Career Summary
Most Recent Employer – Multimillion-pound Financial Services Organisation
Position – Wholesale Operations Manager
Dates – August 2015 – September 2024
- Reported at Director level and line managed five Team Leaders
- Managed Risk and Operational Teams whilst making decisions that drove process harmonisation and efficiency opportunities
- Worked with the Internal Controls Department involved with all testing and review of process
- Worked with governing bodies and internal policies relevant to financial controls and information for every participating company in Europe
- Managed funding and risk operations for dealers across eleven European locations, ensuring regulatory compliance and driving business growth through strategic initiatives
- Responsible for areas of samples and testing and answering any questions and investigating any raised issues
- Constantly worked with financial information including Payables and Receivables where there were deviations in processes
- Worked with Credit Risk concerning underwriting of portfolios and consulted with the Lending Committee for early warning signs and loss mitigation
- Collaborated with the General Auditors Office concerning samples and processes
- Oversaw Major Daily Rental Operations for the UK and Ireland, optimising logistics, payments, and fleet relationships
- Led process innovation, including pilot schemes for electric vehicle integration and profitability analysis, directly influencing strategic direction
- Managed business risk using a framework and mindful of business continuity
- Projects and development of Wholesale Receivables growth opportunities alongside the day-to-day management of a complex, multi-lingual and fast paced environment
- Translated the voice of the customer into User Stories for the Systems Team to develop and achieved this through influence and building high trust relationships with no financial incentive
Reason for Leaving: Redundancy
Position – Dealer Credit and MDRO Ops Manager / Centre of Excellence Senior Analyst
- Supported credit committees up to CEO level, providing expertise on dealer risk and legal security concerns
- Designed and implemented business models, marketing strategies, and operational frameworks to introduce innovative solutions across European markets
Previous Employer – Debt Management
Position – Collections and Compliance Operational Manager
Dates – March 2014-November 2014
- Reorganised the Settlements Team to deliver the highest monthly, quarterly, and half-year revenues in company history
- Developed and implemented FCA compliant processes, training materials, and operational frameworks that set industry benchmarks
- Put processes in place that would run alongside the FCA requirements that were to be enforced; wrote a compliance piece along with a Standard Operating procedure and training material for all other areas of the business
- Launched daily operational reviews and strategic steering meetings focused on KPIs and company objectives, fostering alignment across teams
- Oversaw teams to evaluate performance and determine future direction
- Managed team resources to ensure agreed service levels and operating procedures were maintained, within headcount capacity
Previous Employer – Financial Services
Position – Customer Journey Operational Manager
Dates – July 2011-December 2013
- Managed Operational Teams to optimise customer experiences, streamline lead generation, and deliver measurable performance improvements
- Managed team resources to ensure agreed service levels and operating procedures across the business are maintained, within headcount capacity
