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Hilary Conway
6 Nicholson Road Hyde Cheshire SK14 4QH
Tel: 07538562413
hilary.conway@btinternet.com
Confident and lively people manager with a sharp customer focus gained in a
career within the Banking Sector. A natural leader, with a proven track record of
achieving business objectives through the motivation and development of all
members of the team.
KEY PERSONAL SKILLS
 Accomplished Communicator: oral, written and presentation with the ability to
adapt content and language to meet the needs of the audience
 Excellent Interpersonal Skills: experienced in influencing, negotiating and liaising
with customers at all levels – both internal and external.
 Ability to work in a Fast Paced changing environment operating in a calm manner
 Strong Customer Service Skills with proven ability to develop long term
relationships based on trust and credibility.
 Effective Leader: friendly open personality encourages active participation and
sharing of ideas to ensure desired results are achieved.
 Strong advocate of People Development with experience of coaching and
organising training to meet individual’s development needs.
 Proven Team Player: contributes effectively within a team environment,
encouraging open and honest communication.
PROFESSIONAL EXPERIENCE
Co-operative Bank 1981-to date
Team Manager
Debt Recovery Unit
2000-to date
Responsible for a team of 10
 Delivering all management functions including absence and performance
management.
 Holding monthly 121 reviews with all advisers setting objectives ensuring team
members have individual performance plans.
 Ensuring all tasks delivered within agreed service levels and ensuring advisers
are trained in all team functions to maximise recovery.
 Maintaining a relationship with external agents to ensure effective recovery of
funds on behalf of the Business.
 Involvement with Customer Complaints Meetings
 Call listening and Process Quality Assessments for Advisors
 Ensure Key Controls for the Team are carried out in a timely manner
 Ensuring that all regulatory obligations, legal requirements and company
procedures and service level agreements are met

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Co-operative Bank 1994-2000
In –House Litigation
 Managing a team of Litigation Assistants carrying out all aspects of unsecured
debt recovery through the courts, via correspondence and telephony work
 Attending Court on repossession hearing.
 Management of Quality Assessments to ensure regulatory and compliance
standards, are consistently met.
 Responsible for the weekly file run to Salford County Court and subsequent
reconciliation of court costs.
 Compliance with County Court Procedures and regulations.
Various other Positions 1974-1994
Group Collections 1991-1994
 Control of Daily excess, dealing with large volume of incoming customer calls
and correspondence.
Financial Control 1989-1991
Cost Assistant, monitoring and reporting of total Bank expenditure
 Production of Annual Budget
Bank Central Mortgages 1988-1989
 Maintaining and reconciling accounts,
 Securities Procedures and general Administration.
 Dealing with telephone queries from Solicitors and Customers in an effective
manner.
Bank DFS Accounts 1984-1988
 Assistant Supervisor
 Overall responsibility for day to day running of team
Bank FC Finance 1981-1984
 Assistant Supervisor, systems operations
 Suspense account monitoring
Co-operative Group 1974-1981
 Key Edit Clerk
EDUCATION AND TRAINING
Institute of Legal Executives Stage 1
2 GCSE English and Maths
4 ‘O’ Levels
Variety of In-house training courses including Management Skills, Performance
Coaching, Managing Under-performance, Presentation Skills, Negotiation Skills
HOBBIES/INTERESTS
 Keen interest in walking, gardening, attending local gym