Gavin Smith
Greenhithe,Kent
Summary
A results-oriented manager with a analytical mindset, dedicated to enhancing business performance and achieving outstanding outcomes. Adaptable to various work environments, consistently surpassing customer and employer expectations. Proficient in handling high-pressure scenarios, meeting tight deadlines, and prioritising tasks. Proactively identifies faults, learns rapidly, and stays abreast of industry trends and best practices.
Overview
28
28
years of professional experience
Work history
Fraud Prevention Team Manager
Vanquis Banking Group
Kent
2017.01 - 2024.01
- Managed a team specialising in Fraud Prevention & Application Fraud (25 FTE)
- Oversaw Fraud Disputes and Section 75 team comprising 12 FTE
- Maintained up-to-date knowledge of company HR policies
- Reviewed and updated processes to enhance efficiency
- Successfully met tight KPIs
- Stayed current with CIFAS and National Hunter KPI requirements
- Conducted Risk assessment
- Performed internal Audit
- Performing audit checks on Vulnerable case
- Participated in industry fraud roundtable meetings
- Demonstrated expertise in fraud trend analysis
- Conducted monthly and annual performance reviews
- Implemented internal checks to ensure compliance
- Presented to key stakeholders
- Acted as the primary point of contact for external partners
- Led resource management efforts
- Assumed the role of Deputy manager in the absence of the Operations manager.
Senior Collections Team Leader
Vanquis Bank
Kent
2008.01 - 2017.01
- Managed a team specialising in Debt Collection within the UK & Offshore
- Maintained up-to-date knowledge of company HR policies
- Presented to key stakeholders
- Performed Daily, weekly Buzz meeting to help Alignment and Communication
- Performance Evaluation monthly and annually with agents and Team Leader
- Subject Matter Expert to provide expert guidance on Debt collection aspects.
Senior Team Leader
Woolwich plc/Global Home Loans/Barclays PLC
Kent
1998.01 - 2008.01
- Managed a contact centre of 200 FTE across multiple sites
- Met and exceeded all Key Performance Indicators whilst ensuring that the highest level of customer service was delivered
- Coaching to improve Customer Service Agent’s call handling skills
- Implemented a call quality programme to increase customer satisfaction
- Sickness & absent management
- Performance management & Development
- Identified, Development and execution of training programmes for new entrants
- Developed and maintained a retention strategy worth £750,000 each month on average
- Call assessment & calibration
- Training on systems and product
- Enforce Company policy and procedures to achieve a safe, controlled and well-managed department
- Successfully implemented a multi-skilled training programme to support consolidation and relocation of existing sites
- Responsible for interviewing applicant.
Mortgage Clerk
Woolwich Building Society
London
1996.01 - 1998.01
- Responsible for general administration and handling mortgage enquiries.
Support Analyst
Woolwich PLC
Bexleyheath
1996.01
- Implemented, administered, and maintained backend systems, resolved escalated helpdesk calls.
Education
Functional Skills qualification in English at Level 2 -
City & Guilds
Gravesend 2017.01 - 2017.05
Advanced Diploma in Data Processing & Information Systems - undefined
GCSE including English, Science, Math SMP Levels 1, 2, & 3 - undefined
High Level Apprenticeship in Intelligence Operation -
Skills
- Operation Management
- Financial Control
- Staff recruitment & Training
- Customer experience retention
- Trend Analysis
- Quality assurance/ Auditing
- Continuous improvements
- Customer rapport
- Performance development planning
- Team leadership
- Coaching leadership
- Coaching and mentoring
- Customer-focused
- Team building
Affiliations
- As a passionate cyclist, I thrive on exploring new routes and challenging myself. Weekends often find me embarking on long rides, indulging in the classic combination of tea and cake along the way. A notable milestone in my cycling journey was completing a coast-to-coast ride, covering over 205 miles in just 14 hours during a single epic adventure.
Accomplishments
Recognised as a Star Performer twice during tenure at Vanquis Banking Group.
Awarded all-expenses-paid trips to Monte Carlo and Croatia in acknowledgment of outstanding performance and contributions to the company.
Timeline
Functional Skills qualification in English at Level 2 -
City & Guilds
2017.01 - 2017.05
Fraud Prevention Team Manager
Vanquis Banking Group
2017.01 - 2024.01
Senior Collections Team Leader
Vanquis Bank
2008.01 - 2017.01
Senior Team Leader
Woolwich plc/Global Home Loans/Barclays PLC
1998.01 - 2008.01
Mortgage Clerk
Woolwich Building Society
1996.01 - 1998.01
Support Analyst
Woolwich PLC
1996.01