1. Curriculum Vitae
Lisa Whitfield
187 Cowan Way
Widnes
Cheshire
WA8 5BW
M - 07779 576532
H – 0151 420 2917
E – robin.whitfield@hotmail.co.uk
PROFILE
A highly motivated and professional Senior Manager with thirty two year’s experience in all
aspects of outsourcing, finance, sales, collections, compliance, training, people and project
management. Possession of excellent communication and presentation skills with people at
all levels. Highly skilled in influencing and motivating individuals. Extremely flexible with
regards to approach, which enables the easy development and maintenance of powerful
relationships, both internally and externally. Commercially focused with a strong track
record of delivery of business development / growth.
EXPERTISE
All aspects of finance / sales and collections, compliance and risk management. Offshore /
on shore outsourcing. Relationship Management. Project management.
An inspirational business leader, with a proven ability to successfully manage large sales /
collections operations in all aspects of finance, including regulated / none regulated
insurance products.
May 2015 to present
April 2016 currently working as Project Manager – for the Outsourcing of Compliance work
to Durban, South Africa.
Initially Independent Financial Services Consultant – contracted to Harrington Brooks,
made permanent in July 2015 in the position of Head of Operational Compliance.
Reporting to the both Commercial Director and Compliance Director
Responsibilities
• Own and manage the outsourcing of Compliance work to Durban, South Africa.
• Oversee training and implementation of the project on site in South Africa.
• Managing the call centre operations both in the UK and Offshore.
• Responsibility for the overall success of the offshore outsourcing.
• Implement FCA compliance strategies incorporating TCF principles.
• Business Development.
• Review of Training and Development programmes.
• Implement processes to drive operational excellence.
2. May 2013 to May 2015
Senior Sales Operations Manager - Capita Customer Management
Reporting to the Sales Director, I am responsible for the delivery of all people and
performance criteria in the Customer Retentions team, against set KPI’s, whilst maintaining
a strong working relationship with the senior leadership team within Capita and the Client
executive population.
Responsibilities
• Management of 200 FTE and 8 direct reports across multi sites
• Implementation and control of quality and regulatory compliance strategies
• Retention of a 700,000 Customer base
• Maintenance of strong relationships with the Client – using influencing /
negotiating skills
• People Development
Key Achievements
• Increased the department from 30 FTE to 200FTE within 12 month period
• Achieved glide path KPI results throughout this ramp up
• Trained and promoted staff within the Department to managerial positions
• Exceeded KPIs in a difficult financial environment
• Built powerful Client relationships which had positive impacts on the Business
September 2009 to May 2013
Shop Direct Group - Outsource Client Relationship Manager
Reporting to Head of Sales.
Shop Direct Group outsourced regulated and none regulated insurance work.
My role was to deliver all KPI criteria across the operations. To lead, drive and improve the
relationships between the 3rd
party and all internal Shop Direct stakeholders.
Drive revenue through achieving / exceeding sales targets.
.
Responsibilities
• To facilitate and negotiate contract details between all parties.
• Work to the Business plan and over achieve expected revenue
• Influence the 3rd
party, to ensure that people of appropriate quality were
recruited, trained and developed and that they were well managed and motivated
at all levels.
• Ensure all sales were within FSA and TCF regulations and that audits reflected this
Achievements
• Set up (in 2009) and managed the daily operations with 3rd
Party
• Increased the outbound operation from the initial 12 FTE to 200 FTE
• Achieved 3.2 million pound revenue in 12 months.
• Exceeded commercial performance with a lower than forecast cost base.
• Consistently achieved in excess of 95% quality scores on regulated insurance sales.
• Reached FSA, TCF and T&C standards – passed audits with top rating.
• Won a National Sales Award in 2010.
3. Shop Direct Group 2002 to 2009
Sales Manager – Shop Direct Group – 7 years
Reported to Head of Sales
Responsible for the management and development of financial service sales in five contact
centres across the UK.
Responsibilities
• Develop credible relationships across all levels at all locations.
• Work closely with senior management to exceed targets for insurance sales
creating an uplift of revenue year on year
• Ensured all activities were compliant under the FSA / TCF regulations
• Compiling budgets for all locations
Achievements
• Maximum increase in revenue - 37% in one year.
• Increased quality scores in the 5 locations to in excess of 95%.
• Evaluated individuals’ performance/development which resulted in an average of
just 2% attrition
• Delivered quarterly budgets for all locations
2002 to September 2005
Citibank- Direct Sales Training Manager (Citibank part of Citigroup)
Reported to the Sales Director
Managed staff across the UK and France to promote credit card and insurance products.
Monitoring individual agents on their KPI performances in order to achieve the Business
plan. Ensuring all selling was completed compliantly.
Responsibilities
• Designed and developed management development programmes
• Built professional sales and service orientated sales teams.
• Completed management visits to all venues regularly.
Achievements
• Exceeded the business plan and won Sales Manager of the Year 2003 and 2004
• Grew the sales team and venues by 26%
• Implemented tactical solutions in order to maximise sales throughout the venues.
• Increased insurance sales by 33% in 12 months.
Earlier Career
1999 to 2002
Branch Manager (CitiFinancial part of Citigroup)
1997 to 1998
Business Development Manager (Colonial Finance Kent) since closed.
1995 to 1997
Assistant Branch Manager (Avco Trust/ Associates) bought by Citigroup
1994 to 1995
Area Sales Manager (Littlewoods Pools and Lotteries)
