Ajabpail Bains
Solihull
Summary
Accomplished professional with expertise in credit control and debt collections across B2B and B2C sectors. Proficient in risk assessment, effective MI creation, and managing financial difficulties. Demonstrates strong skills in 3rd party relationship management, advisory and consultancy, and data-driven decision-making. Known for teambuilding, leadership, and effective communications. Committed to leveraging skills to drive financial stability and growth within organisations.
Overview
8
8
years of professional experience
Work history
REVENUE OPERATIONS MANAGER
Virgin Media Business / Virgin Media O2 Business / O2 Business
Birmingham
2020.03 - 2026.06
- Lead credit control & collections function. Oversee a department of circa 35 staff. Responsible for both former Virgin Media & former O2 credit control. Circa £1.8 billion annual cash collections. Overseeing department of three team managers, credit controllers, senior credit controllers and bill to pay managers.
- Set up new partners with 3rd party provider to complete white label work & manage all 3rd party relationships
- YoY overall debt reduction from 2020 to 2023 – Dec 2023 overall debt book at £42m, compared to May 2020 £150m which was a 10-year reporting low.
- 360+ day debt has seen YoY reduction, compared to 2019 to 2020 which saw 75% increase
- Re-structured internal teams and work allocation to help drive new debt paths during the pandemic to make sure cash still maintained levels at business requirements
- O2 debt reduction to the lowest in last 12 years (2023)
- Implementation of automated driven debt paths, propensity to pay model and continuous improvement through multiple channels of data points
CREDIT CONTROL MANAGER
Wavenet
Solihull
2019.07 - 2019.12
- Lead credit control function within the business. Responsible for four credit controllers in the head office and two off site. Manage the relationship between Wavenet and 3rd party outsource providers.
- Produce aged debt report and performance data for the SLT on a daily, weekly, and monthly basis. targets for team members to help business achieve monthly goals.
- Immediate reduction of 60 day plus debt, from £2.1million to £1.9million within first month.
- Month on month reduction – December at £1.4million
- Manage the relationship of high value customers (Mercedes, Dentons, PlusNet)
- Manage relationship between Wavenet and 3rd party outsource providers (DCA / Solicitors)
- ...continued...
COLLECTIONS MANAGER
UClaim4Me
Wolverhampton
2018.04 - 2019.07
- Head up overall collections operation for the business, responsible for one Team Leader, two senior agents as well as 5 credit controllers and 15 collections agents.
- Produce collections performance analysis to MD and owner on a daily, weekly, and monthly basis. Source and hire new staff. Day to day call monitoring to ensure that collections agents are complying with FCA guidelines. Set targets for team members to help business achieve monthly goals.
- Re-structured collections workflows and process which lead to monthly collections records being broke consistently from April (£1.1m) to October (£1.7m). January 2019 another record month at £2.1m.
- Drove the functionality improvement for customers to be able to self-serve, which led to the increase on online payments to over £404k per month, previous highest was £46k.
- Through coaching and agent development created new call guide to help improve call quality and customer experience.
- Facilitated the process of selling the company’s aged debt. Age debt value of £2.6million sold.
Education
BSc - Multimedia
Nottingham Trent University
NottinghamSkills
- Credit Control
- B2B / B2C / Debt Collections
- Risk Assessment
- Effective MI Creation
- 3rd Party Relationship Management
- Advisory & Consultancy
- Data Driven
- Managing Financial Difficulties
- Teambuilding & Leadership
- Effective Communications
Additional Experience
- Internal Debt Manager – Operations Extra Energy, Birmingham | 2016 to 2018
- Performance Manager – Consumer Collections Advantis Debt Collection, Stoke-On-Trent | 2013 to 2016
- Team Manager – Residential Credit Control First Utility, Warwick | 2012 to 2013
- Team Leader – Collections & Recoveries Secure Trust Bank, Solihull | 2010 to 2012
- Collections & Recoveries Advisor Secure Trust Bank, Solihull | 2009 to 2010
- Debt Prevention Advisor Virgin Media Ltd, Birmingham | 2008
- Collections Advisor Virgin Media Ltd, Birmingham | 2007 to 2008
Timeline
REVENUE OPERATIONS MANAGER
Virgin Media Business / Virgin Media O2 Business / O2 Business
2020.03 - 2026.06
CREDIT CONTROL MANAGER
Wavenet
2019.07 - 2019.12
COLLECTIONS MANAGER
UClaim4Me
2018.04 - 2019.07
BSc - Multimedia
Nottingham Trent University