JOSH M. DOWNS

• Led acquisition of new business across defined territory targeting £3m–£20m card turnover organisations.
• Owned full sales cycle from prospecting to negotiation, onboarding, activation.
• Recruited and boarded referral partners, ISV and ISO businesses for new revenue channels.
• Prospected and acquired merchants with £3m–£15m annual card turnover.
• Managed complex, multi-stakeholder sales cycles from first engagement to activation.
• Prospected, recruited, and onboarded referral partners, ISV partners, and ISO businesses.
• Built and managed predominantly self-generated pipeline in Salesforce for accurate forecasting.
• Developed relationships with senior decision-makers and deliver consultative proposals.
• Built introducer networks via outreach, business forums, industry events, networking.
• Negotiated pricing and commercial terms while identifying cross-sell opportunities.
• Collaborated with partnerships, product pricing, compliance, risk, implementation, customer service for onboarding.
• Provided competitor, customer, and market intelligence to senior stakeholders.
• Supported regional director with induction and mentoring for new team members.

• Managed portfolio of 90–110 corporate merchants as primary commercial contact.
• Developed and grew 90–110 corporate merchant relationships with key stakeholders.
• Delivered revenue growth by cross-selling, upselling pricing, and renewing contracts.
• Reviewed customers against business objectives, payment performance, and fraud prevention.
• Built customer success plans, dashboards, and health indicators to prevent attrition.
• Led customer escalations and coordinated delivery implementation and support teams.
• Acted as voice of customer, routing service issues and product ideas.
• Sourced new business from competitor-held merchants and introducer networks.
• Delivered quarterly new-revenue targets through cross-sale, attrition, and compression measures.

• Managed a portfolio of 350 merchants for revenue retention and experience optimisation.
• Delivered proactive sales across new and existing business via phone, Teams, and face-to-face.
• Owned a £45,000 cross-sell target by spotting upgrades, new products, and payment solutions.
• Protected portfolio revenue and managed pricing within compression targets.
• Identified customers at risk of attrition and applied retention actions against competitors.
• Built trusted relationships with decision-makers by understanding business technology and payment needs.
• Negotiated pricing, products, and commercial solutions while balancing customer outcomes with revenue sustainability.
• Found new-business opportunities, coordinated internal product support, and delivered effective service outcomes.

• Led and developed 10 inbound and outbound sales advisors daily.
• Managed sales targets, personal delivery, and business lending outcomes.
• Drove coaching, performance reviews, and compliance adherence across lending activities.
• Conducted regular 1:1 reviews, listened to calls, and coached advisors.
• Managed performance via KPI monitoring and structured improvement planning.
• Recruited, onboarded, and trained new advisors to build capability.
• Used MI reports to spot trends, gaps, and improvement opportunities.
• Produced performance reports and supported forecasting and resource planning.
• Implemented conversion, productivity, and customer experience improvement strategies.
• Maintained FCA compliance and TCF principles across all lending activity.
• Supported business change initiatives, process improvements, and new product launches.
• Fostered customer-first culture balancing commercial goals and fair outcomes.
• Built stakeholder relationships across sales operations, compliance, and risk functions.

Led a high-volume PPI claims operation, managing employees and agency contractors.

• Owned operational performance, compliance, service delivery, and fair complaint outcomes.
• Investigated complex PPI complaints, ensuring FCA standards and TCF requirements met.
• Managed productivity, quality, customer outcomes, SLAs, and operational KPIs daily.
• Held evening-shift accountability, hitting service levels and implementing recovery plans.
• Monitored performance using MI analysis to spot trends, risks, and improvements.
• Produced forecasting and resource-planning models aligned to workload demand.
• Partnered with senior leadership to report performance risks and issues.
• Conducted regular 1:1s, performance reviews, and coaching to build capability.
• Managed a diverse workforce, maintaining standards, accountability, and performance levels.
• Implemented performance improvement plans and targeted coaching to raise accuracy.
• Maintained operational excellence during peak demand through compliant complaint handling.
• Supported customer satisfaction and service-level adherence throughout peak periods.

• Supported the operational leadership of a high-volume PPI claims function, acting as deputy to the Operations Manager with responsibility for team performance, colleague development, operational delivery, regulatory compliance and customer outcomes within a highly regulated environment.
• Acted as Deputy Manager, providing leadership and operational oversight in the absence of the Operations Manager.
• Led the coaching, training and development of Claims Handlers, improving capability, quality, productivity and overall team performance.
• Designed and delivered tailored performance improvement plans, supporting colleagues to achieve and sustain KPI, quality and productivity targets.
• Conducted regular 1:1s, performance reviews and development discussions, driving engagement, accountability and career progression.
• Monitored and managed individual and team KPIs, including productivity, quality, customer outcomes and SLA performance, implementing corrective actions where required.
• Analysed management information (MI) and performance data to identify trends, risks, efficiency opportunities and development needs.
• Produced performance reports and recommendations for senior management to support resource planning, forecasting and operational decision-making.
• Supported workforce planning and resource allocation to ensure service levels, operational targets and customer expectations were consistently achieved.
• Assisted with recruitment, onboarding and mentoring of new colleagues, accelerating competency and supporting team growth.
• Collaborated with Quality Assurance, Compliance and Operational stakeholders to ensure adherence to FCA regulations, Treating Customers Fairly (TCF) principles and internal governance standards.
• Identified and implemented process improvements that enhanced operational efficiency, customer experience and colleague performance.
• Contributed to the development of a positive, high-performance culture focused on continuous improvement, customer excellence and employee engagement.
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• Investigated high-volume PPI complaints within regulated timeframes and service standards.
• Reviewed customer records, lending documents, and regulatory guidance for evidence-based outcomes.
• Delivered timely complaint resolutions, meeting FCA rules and fair outcomes expectations.
• Maintained productivity, quality, and turnaround-time against complaint-handling KPIs.
• Calculated appropriate compensation by analysing complex customer information and evidence.
• Recorded decisions and customer communications accurately for compliance and audit needs.
• Shared best practice with team leaders and operational colleagues to improve performance.
• Balanced customer needs, regulatory duties, and business objectives with careful decisions.
• Adapted complaint handling to changing regulatory requirements and operational priorities.
• Improved complaint-handling processes by spotting efficiencies and supporting enhancements.

• Provided telephone banking support for personal customers and identify financial needs.
• Recommended suitable banking products and services based on customer circumstances.
• Handled high volumes of inbound enquiries while maintaining strong customer service.