1. Chris Walton
17 Prune Park Lane, Bradford, BD15 9JA
Email: chris13577@googlemail.com
Mobile: 07540129428
PERSONAL PROFILE
Dynamicand resultsdriven Operations Managerwithover15 yearsexperience inlarge andmedium
sizedregulatedorganisations.Excellent leadership, Change ManagementandPerformance
Managementskillsobtainedwithinthe Financial Servicesindustry,leading large ContactCentre,
back office andbranchnetworkstodeliverconsistentlyhighresults.
KEY ACHIEVEMENTS
 Improvedendtoendcustomerservice andefficiencystandardsinanoutsourcedmulti-
channel contactcentre servicingcustomersfor leadinghighstreetbanks
 Wrote and implementedcustomerservicecall qualityguidelinesforpackagedaccount
teamswithin CPPandInvestorCompensationexceedingregulatoryauditrequirementsand
recognitionfromthe regulator.
 Headedprojectforoperational implementationof acustomerportal to offerdata exchange,
claimupdatesanddrive customertrafficonline
 Wrote and implementedCompetencyandbehavioural measurementframeworkacross3
departmentswithinthe Mitchell FarrarGroup deliveringhighengagementscoresandfully
cross skilledworkforce.
 Reducedreportable customercomplaintsby30% in3 monthsto acceptable levelsby
improvingcustomerservice standardsandfirstpointresolution
 On 2 Occasions,headedprojecttoconsultwith600FTE across 3 sitestorealignshiftpatterns
and amendcontractsto ensure flexibleworkingon-goingviathe transferof all staff tonew
contracts within60 days
 Improvedmanagementtrainingand2nd
line outputbycreatingand deliveringlearningand
developmentcoachingsessions.Sessionswere foraspiringAreaManagersandBranch
Managers andwere rolledoutnationally,producinganaverage of 20 branch managersand
5 AreaManagers yearly
 Setup and managedoutboundandinbound contactcentre of 100 FTE deliveringanabove
target performance of £10millionincashcollectionsovera12 monthperiod
 Remotelymanaged150 staff in9 locationsnationwide deliveringtopareaperformances
nationallyfor5 yearsrunning
 AwardedAreaManagerof the year 2 yearsconsecutively(2007and 2008)

2. CAREER OVERVIEW
Dates Role Employer
March 1999 – April 2002 Branch Manager/Collections Welcome Financial
Services
May 2002 – June 2006 Area Manager/Collections Welcome Financial
Services
July 2006 – August 2007 CollectionsContactCentre Manager Welcome Financial
Services
Sept 2007 – June 2010 SeniorArea Manager/Collections Welcome Financial
Services
Sept 2010 – July 2012 SeniorCustomer Service Manager CPP
Sept 2012 – Present SeniorOperationsManager Mitchell Farrar Group
EMPLOYMENT HISTORY
Mitchell Farrar Group
SeniorOperationsManager Sept2012 – Present
 Reporting to Operations Director on performance of the Claims Management Department and
Contact Centre
 Operational responsibility for account management including Contact Centre, Claims
Management, Claims Validation and quality and complaints teams (circa 120 FTE)
 Successfully delivered monthly commercial performance to business plan for £1.3 million
 Maintained regulatory compliance with MOJ, FCA and OFCOM
 Owns third party relationships to support business strategy and efficiency (FOS, Legal
Ombudsman and all major high street banks)
 Improved claim processing efficiencies by 30%from 15 weeks to 10 weeks driving a monthly
cost saving of 15%
 Created and maintained Standard Operating Procedures for all areas of accountability
 Created and managed risk register for all departments of responsibility reporting on key risks
and actions
 Created and maintained performance dashboards for each department and present monthly
performance updates to Director of Operations
 Forecast and maintained adequate resource and through employee engagement strategy
reduced attrition from 35% to 16% within 12 months
CPP
SeniorCustomerService Manager Sept2010 – July2012
 Overall responsibility for 9 teams, totalling 100 FTE servicing packaged bank account
products linked to customers bank accounts for multiple high street banks
 Improved and maintained contractual SLA’s for each contract
 Delivered monthly compliance & quality targets as per each contracts specification
 Successfully manage campaign changes and updates into the operation
 Liaise directly with business partners to resolve any operational issues, and look to developed
additional business for CPP owned services creating £100k in additional revenue
 Produced 3 award winning team leaders in 2 years through personal mentoring
 Produce and report on TCF and quality dash board to Operations Director
 Introduced exception reporting suite to Identify issues and drive pro-active resolution of issues
 Headed project to deliver shift alignment across 3 locations (600fte)
 Improved cross sale performance by 20% earning the business £150k revenue over a 12
month period

3. Welcome Financial Services
Senior Area Manager (Collections) 2002-2006 & 2007 - 2010
 Direct responsibility for 9 branches nationally (90 staff including PA)
 Delivered monthly sales and collection targets every month
 P&L responsibility for area
 Responsible for sourcing, hiring and training of all new staff
 Top 3 performing Area Manager each year. Awarded Area Manager of the year twice
consecutively (out of 12 Area Managers)
 Increased cash to cost ratio of area from £2.80 to £4.20 in within 12 months
 Wrote and delivered ‘Journey into Management’ training program for national branch network
producing an average of 5 new managers each year from 2007
 Wrote and delivered ‘Management Advancement Program’ for National branch network
producing an average of 5 Area managers each year from 2008
 Produce ‘Coaching Standards’ document to unify standard and delivery of coaching within
Collections department
 Wrote mentor guidelines for mentoring of all new Area Managers from 2007
 Create and implemented middle management audit processes for compliance with regulatory
and company debt collections policy
 Continually deliver training to ensure full regulatory compliance with, FCA, DPA, AJA, CCA,
health and safety, Money Laundering and company TCF principles
 Created and implemented internal tracing system saving annual costs of over £75k
 Delivered quarterly performance presentations to Regional Directors.
Welcome Financial Services
Contact Centre Manager– Collections July2006 – Aug2007
 Responsible for inbound/outbound collections contact centre comprising of 8 team leaders
and 90 staff
 Created new working practices and training programmes to increase customer contact
volumes and quality of calls
 Created management information and performance data ensuring effective performance
management processes are in place
 Conduct monthly one to ones with line managers and half yearly appraisals
 Liaised with Operations director and IT manager daily, escalating issues and proposed
solutions immediately
 Created and implemented ‘management Function Checklist’ to assists managers with their
time and performance management
 Presented monthly performance updates to Regional Directors
 Improved quality and methods of data collection and extraction to improve customer service,
producing additional sales opportunities for the business.
 Improved customer contacts by 20% - (Outbound)
 Ensures targeted inbound SLA’s maintained at all times
 Supplied performance reviews and coaching to team leaders
 Improve data cleanse & capture practices to improve dialler performance
Welcome Financial Service
Branch Manager March 1999 – April 2002
.