John Fettes
Tranent,East Lothian
Summary
Experienced operational and client services professional with over 20 years' experience managing complex administrative processes, financial accounts, client relationships and compliance requirements within highly regulated environments. Skilled in supporting individuals with financial management, payment arrangements, budgeting and debt-related matters while maintaining accurate records and delivering excellent customer service.
Recognised for strong organisational skills, attention to detail and the ability to manage sensitive situations professionally. Experienced working with multiple stakeholders, maintaining compliance standards, administering case information and supporting people to achieve positive outcomes.
Overview
1
1
Certification
18
18
years of professional experience
Work History
Business Dev Manager / Snr Ops Manager (Contract)
ACT Credit Management / EPFS Group
Glasgow
11.2025 - 09.2026
- Improved outcomes for regulated client accounts through consistent operational performance management.
- Strengthened customer satisfaction by resolving payment obligations using appropriate solutions.
- Reduced compliance risk by maintaining service standards and governance requirements.
- Increased visibility by developing reporting processes and performance monitoring frameworks.
- Generated approximately £100k additional monthly revenue by improving operational delivery.
- Monitored staff performance and developed improvement plans.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Conducted performance reviews, identifying areas for development and rewarding high achievers.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
- Developed business plans to establish revenue and growth.
- Created short-term and long-term goals for business team to achieve objectives.
- Negotiated contracts with new clients, securing profitable deals and expanding the company's client base.
- Built strong and positive relationships with customers by staying polite and helpful throughout interactions.
- Scheduled, arranged and attended meetings with customers to maintain trusting and long-lasting relationships.
- Addressed and resolved customer complaints in efficient, effective and timely manner.
- Handled high-profile clients and territories with exceptional planning and strategic engagement.
Client Operations Manager
Perch Group
Blackpool
07.2024 - 09.2025
- Collaborated with team members to achieve target results.
- Engaged with customers to better understand needs and deliver excellent service.
- Identified issues, analysed information and provided solutions to problems.
- Built and maintained courteous and effective working relationships.
- Handled customer concerns and escalated major issues to supervisor.
- Actively listened to customers to fully understand requests and address concerns.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Met schedule using excellent planning and coordination skills.
- Produced client-focused communications, documents and reports to enhance operational efficiency
Key Account Manager
Everyday People Financial Solutions
Glasgow
10.2022 - 05.2024
- Successfully managed relationship of companies largest net value clients.
- Responsible for delivery of month and quarter end recovery/collections performance results along with operational colleagues.
- Tracked and analysed account trends, identifying opportunities for growth and eliminating potential threats through agile work practices/procedures.
- Managed key account matters including solving issues, updating on project milestones, attending meetings and managing communications channels.
- Developed new business opportunities in existing customer portfolios to meet, upgrade and cross-sell revenue targets.
- Cultivated solid and loyal relationships with existing clients to deliver opportunity for all parties.
- Built and capitalised on relationships by networking with important influencers and decision-makers to position company as preferred partner for solution delivery.
Director of Operations
Five Lamps
Stockton on Tees
10.2021 - 08.2022
- Reporting to the Group Chief Executive, responsible for the growth and development of CDFI loan book and collection of debt book.
- Sat on trade body committee calls, sharing opinions and providing guidance on collection practices.
- Deputised for Group Chief Executive as necessary.
- Registered as FCA Approved Person.
- Regularly reviewed business performance against company goals.
- Improved contracts management through regular analysis of performance reporting.
- Provided organisational leadership and established business vision to achieve sales, profit and revenue goals.
- Trained employees on optimal processes and use of equipment to boosting department productivity.
- Reported to board of directors and Trustees on all aspects from performance to horizon scanning..
Head of Business Services
Arvato Financial Solutions
Glasgow
01.2019 - 10.2021
- Lead, support and direct teams across transformation/back office disciplines.
- Responsible for variety of functions/teams across business including but not limited to. Customer Care, Software Development, Client Services, Financial Operations.
- Manage seven figure salary budget.
- Played leading role in Tier Two leadership team reporting directly to Managing Director as required.
- Owner/responsible for business field visit application.
- Sponsored/managed streamlining of processes to achieve efficiencies.
- Managed staffing cost reduction of 25% whilst still maintaining variety of SLA’s.
- Regularly deputised for Transformation Director in both internal and external meetings.
- Responsible for development, delivery and maintenance of MI/BI across business.
- Responsible for driving in excess of 200 hours efficiencies through use of RPA.
- Achieving, maintaining and enhancing relationships with internal and external customers.
- Manage delivery of staff development and succession planning within all departments.
- Actively seeks out additional responsibilities and challenges across business units.
- Owner of Change Request Process across business.
Head of UK Operations
Trusted Cash Limited
Livingston
06.2013 - 12.2018
- Pivotal in recruiting, developing and maintaining staff levels to drive company
- Instrumental in management and delivery of four-fold increase in business .
- Data Protection Officer and Deputy Money Laundering Officer.
- Developing excellent working relationship with outsourced team in Belize through regular visits.
- Develop and manage changes to Loan Management System to increase capability, maintain regulatory compliance and ultimately ensure system remained fit for purpose as company evolved and grew.
- Playing leading role in successful application of firm through Financial Conduct Authoriity authorisation process.
- Establishing and deploying skills matrix across both sites. Training staff up on multiple disciplines.
- Developing Team Leaders into succession candidates.
- Leading sections of General Data Protection Regulation project work, liaising with internal and external Counsel, internal audit and IT departments.
- Responsibility for creating and ensuring clear and fair application of HR Policies.
Operations Manager
Axcess Financial
Edinburgh
05.2011 - 06.2013
Mortgage Contact Manager
Lloyds Banking Group
Edinburgh
05.2008 - 05.2011
Education
Bachelor of Arts - Leisure Management
The University of Edinburgh
Edinburgh, EDH2000
Certification
- Chartered Institute of Bankers Scotland : Mortgage Sales and Regulation – Ce-Map
- Certificate in English and Welsh Land Law
- Institute of Chartered Management: certificate in Management
Timeline
Business Dev Manager / Snr Ops Manager (Contract)
ACT Credit Management / EPFS Group
11.2025 - 09.2026
Client Operations Manager
Perch Group
07.2024 - 09.2025
Key Account Manager
Everyday People Financial Solutions
10.2022 - 05.2024
Director of Operations
Five Lamps
10.2021 - 08.2022
Head of Business Services
Arvato Financial Solutions
01.2019 - 10.2021
Head of UK Operations
Trusted Cash Limited
06.2013 - 12.2018
Operations Manager
Axcess Financial
05.2011 - 06.2013
Mortgage Contact Manager
Lloyds Banking Group
05.2008 - 05.2011
Bachelor of Arts - Leisure Management
The University of Edinburgh