Madeleine Collins
Tadworth
Summary
Results-driven professional with extensive experience in operational and strategic management within financial services. Skilled in leadership, team development, and ensuring compliance with regulatory standards. Proven success in optimising resources through strategic outsourcing, including leading operational transitions to South Africa and Glasgow. Recognised for enhancing efficiency, improving service delivery, and building high-performing teams that deliver sustainable results.
Overview
18
18
years of professional experience
Work history
Operations Manager
Novitas Loans, Close Brothers Limited
Wimbledon
04.2023 - Current
- Led the successful outsourcing of customer service operations, including call centre and operations management, to a third-party provider
- Transformed an underperforming operations team, increasing quality scores from 75% to 99% through coaching, process redesign and performance management.
- Streamlined operational processes to drive efficiency and improve service delivery:
- Improved customer service by reducing average telephone wait time from 5 minutes to under 30 seconds.
- Streamlined workflows to cut average call handling time from 25 minutes to 7 minutes, enhancing both efficiency and customer satisfaction.
- Established KPIs and SLAs to drive consistent quality and accountability across internal operations and external providers; designed and implemented team objectives aligned with overall business strategy.
- Authored and implemented 19 Standard Operating Procedures (SOPs) to support both outsourced and internal operations
- Managed three loan books, overseeing daily operations and supporting their efficient wind-down
- Authored the company’s Vulnerable Customer Process and Call Script to enhance support and ensure regulatory compliance
- Led and participated in meetings, providing strategic input on high-risk accounts and supporting forbearance measures
- Drafted customer communications across multiple channels to ensure clarity and consistency
- Created a collaborative work environment that promoted positive team dynamics
- Utilised JIRA for project management tasks, improving team coordination and delivery timelines
Regional Operational Manager
Santander
, UK
05.2020 - 04.2023
- Supported the transition of the call centre operations from a centralised call centre to branch-based servicing at Santander, contributing to project planning and implementation.
- Managed daily operations of large regional team, ensuring effective matrix management..
- Escalated operational risks and service concerns to Divisional Coordinator and Regional Manager.
- Maintained accurate Human Resources records and streamlined people processes.
- Facilitated primary contact for all branch enquiries and issues raised.
- Developed staff capabilities to enhance skills and role fulfilment.
- Monitored budgets and implemented cost controls to ensure financial compliance.
Branch Director
Santander
, UK
08.2018 - 05.2020
- Responsible for leading and motivating the staff throughout the financial centre
- Monitoring staff and operational performance, and providing constructive feedback to support progression
- Mentoring personnel on continuous improvement, commercial awareness and risk management methods
- Identifying opportunities to achieve commercial growth
- Ensuring customers received efficient and personalised banking services, and forming loyal customer relations
- Participating in the regional leadership team to ensure the banks vision and objectives were delivered
- Monitoring regulatory and conduct risks, and making sure of complete compliance throughout all functions
- Empowering the workforce to take accountability for customer experiences
- Leading the delivery of customer engagement plans, change projects and the financial centre business plans
- Training staff to support their professional development and career progression
- Accountable for the cost controls and budget adherence, and initiating cost reduction strategies
- Managing existing or emerging risks in accordance with the Risk Framework and risk appetite
- Engaging with the community as a brand ambassador and promoting the business
- Researching industry developments, customer trends and competitor activities
Branch Manager
Santander
, UK
05.2017 - 08.2018
Customer Service Manager
Santander
, UK
01.2015 - 01.2017
Personal Banker
Santander
, UK
01.2013 - 01.2015
Career Break
01.2010 - 01.2013
- Family Commitments / Relocating
Wealth Strategic Assistant Manager
HSBC International
, Malta
01.2008 - 01.2010
Education
ICA Certificate - Counter Terrorist Financing
ICA Certificate - Facilitation of Tax Evasion
ICA Certificate - Enhanced Sanctions
ILM - Leadership and Management
Leeds Beckett University
LeedsInternational Baccalaureate -
Verdala International School
Skills
- Operational Management
- Project Management
- Customer Services
- Stakeholder Engagement
- Recruitment and Resourcing
- Strategy and Planning
- Risk Management
- Cost Controls
- Performance Management
- People Management
- Banking Administration
- Client Relations
- Issue Resolution
- Change Management
- Report Production
- Budget Adherence
- Staff Development
- Financial Services
- Leadership
- Communications
- Organisation
- Business Development
- Commercially Aware
- Analysis
- Record Keeping
- Compliance
- Outsourcing
References
References available upon request.
Timeline
Operations Manager
Novitas Loans, Close Brothers Limited
04.2023 - Current
Regional Operational Manager
Santander
05.2020 - 04.2023
Branch Director
Santander
08.2018 - 05.2020
Branch Manager
Santander
05.2017 - 08.2018
Customer Service Manager
Santander
01.2015 - 01.2017
Personal Banker
Santander
01.2013 - 01.2015
Career Break
01.2010 - 01.2013
Wealth Strategic Assistant Manager
HSBC International
01.2008 - 01.2010
ICA Certificate - Facilitation of Tax Evasion
ICA Certificate - Counter Terrorist Financing
ICA Certificate - Enhanced Sanctions
ILM - Leadership and Management
Leeds Beckett University
International Baccalaureate -
Verdala International School
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