Ashford, England, United Kingdom
Championing clear and fair credit
P&L owner for Earned Wage Access and Savings products. Head of Collections encompassing strategy and operations.
● Produced and delivered the roadmap to improve collections performance, cost effectiveness and regulatory compliance. ● Developed and executed early-stage collections strategy, reducing new-to-delinquency by one-third. ● Designed and implemented debt placement strategy, increasing liquidation rates by over a quarter. ● Improved post-default recovery by more nearly half through competitive, brokered debt sales. ● Reduced collection costs by 60% through automation, AI, and offshoring operations. ● Mitigated regulatory risk across collections and recoveries.
● Launched a workplace savings product with a UK Building Society; acquired 10,000+ customers in the first six weeks. ● Reduced losses on the Salary Advance product by one-third through enhanced financial controls.
- Department/business function transformation/turnaround for scale - Development and rollout of Operations, IT and People strategy - Regulatory compliance gap analysis and remediation
● Launched credit card products under "koto" and "The Credit Thing" brands; grew to 35,000 customers and multi-million credit balances. ● Approved by FCA for SMF1 and SMF17 functions; managed regulatory relationships. ● Raised ~£10M in funding and led Series A negotiations. ● Built a high-performing executive team and led digital marketing initiatives.
CEO and MLRO of FCA approved e-money lender.
● Accountable for £1.5bn loan book collections; reduced arrears >10%. ● Introduced customer support tools, reducing attrition by thousands per month. ● Led redress programmes based on compliance reviews.
● Delivered 60k new customers annually through funnel optimization (~£10M NPV). ● Introduced loyalty programme and halved site attrition via cultural change.
● Oversaw MI, resource planning, procurement, and facilities; managed £50M+ contracts. ● Implemented robotic process automation for high-volume interactions.