Summary
Overview
Work history
Skills
Timeline
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Jake Hawkins

Jake Hawkins

Sussex & London

Summary

Experienced and effective leader, bringing forth valuable industry experience and a passion for relationship management, colleague development and a keen desire for business strategy. I am results orientated with a proven track record of improving overall operations within a company or department as well delivering on a number of successful projects and process implementation which directly and positively impacted some of American Expresses largest and most valuable clients. I am adept in analytical thinking, strategic planning, leadership and relationship building.

Overview

6
6
years of professional experience

Work history

Account Support Analyst

CLM & B2B UK
LONDON
05.2024 - Current
  • Prepared detailed reports to aid senior leaders with team initiatives, such as KYC, B2B strategic partnerships, servicing strategy and other high profile projects.
  • Prepared BUR decks and presentations for both external clients & internal stakeholders.
  • Implemented improvements with existing KYC processes, enhancing operational efficiency across the team.
  • Compiled reports using Excel, Tableau & Lumi to support with complexed negotiations & gap closures, etc.
  • Provided training to colleagues in KYC processes, ensuring consistency across teams which enabled us to meet our deadlines.
  • ORE management in both B2B sales and operational resilience

Team Leader - GCG, CCLM and CLM Servicing

Global Services Group/CMS Europe
Brighton
11.2021 - 05.2024
  • Led 3x teams, ~16 colleagues & servicing 11 markets - with colleagues based virtually, in Brighton and Madrid
  • Delivered consistently high results across teams, delivering a G1 scorecard 3 years running
  • Delivered top scoring CES results - 100% completion rate 2 years running, majority green and 90%+ 'my leader' scores 2 years running - one of the top CES results in the B70 org both years.
  • Implemented new working methods which improved overall efficiency of the team operations - Elevated Servicing, Centralized routing, etc
  • Trained staff to resolve queries appropriately to deliver world class customer service for Amex's largest and highest billing clients.
  • Managed multiple stakeholders, with competing priorities and scorecards to provide solutions which suited all interested parties.

Senior Credit Analyst + Acting Team Leader

Global Services Group / Consumer Credit UK
08.2019 - 11.2021
  • Co-led a team of 14 colleagues both virtually and in person, spread across 2 key American Express sites - Brighton and India & throughout the Covid-19 Pandemic.
  • Analysed client's financial status and other key factors to support lending decisions & outcomes.
  • Coordinated with the ICS sales department to manage realistic customer expectations and strengthen prospect relationships.
  • Created comprehensive reports & risk reviews for Amex's highest spending customers to present to B80+ leaders.
  • Negotiations in relation to accounts compromised by first party fraud and attempting to mitigate the overall losses to the business.
  • Curated tailored coaching and performance management plans for low performing colleagues, in line with CLR guidance.

Skills

  • Leadership & coaching
  • Decision-making
  • Change management
  • Strong Communication
  • Expertise in ORE's & EIRP's
  • Data analysis proficiency
  • Stakeholder relationship management
  • Excellent problem solving abilities

Timeline

Account Support Analyst

CLM & B2B UK
05.2024 - Current

Team Leader - GCG, CCLM and CLM Servicing

Global Services Group/CMS Europe
11.2021 - 05.2024

Senior Credit Analyst + Acting Team Leader

Global Services Group / Consumer Credit UK
08.2019 - 11.2021

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Jake Hawkins