Andrew Waller

Experience

• 

  Vauxhall Motors Limited

  Aug 2003 - Sept 2004

  Operations Analyst

  Based in Luton Headquarters, Griffin House, in the Operations Analysis area of Finance as a Financial Analyst.

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  Grant Thornton UK LLP

  Sept 2005 - Mar 2012

  Audit Manager

  - Progressed from trainee to Manager and was responsible for audits on a portfolio of clients (with turnovers ranging from £10m to £500m) from planning stage to completion. - Represented Grant Thornton at industry events (e.g. AM100 Awards) to host tables, seek out new clients and pitch for work. - Prepared budgets and was accountable for variances. Working with Grant Thornton Partners and the client’s board of management, discussed audit adjustments and control findings.- Responsible for motivating, managing and providing on-the-job training for teams of up to 6 people. Also line manager for 3 employees; completing appraisals, setting objectives and helping with their career development.- Designed group consolidation schedules and prepared statutory financial statements. It was my responsibility to ensure that the correct disclosures had been made in accordance with revised accountancy and auditing standards.- Completed reports for both managers and partners and also prepared key audit deliverables for clients.- Analysis of financial statements for trends both to budget, management accounts, prior year results and expectation, developing strong analytical skills. Show less

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  RCI Banque

  Feb 2011 - May 2011

  Financial Analyst (seconded by Grant Thornton)

  Performed reviews of Nissan dealers. Analysed financial health and made recommendations on appropriate levels of dealer funding. Reported directly to management at board level.

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  Volkswagen Financial Services

  Mar 2012 - now

  Responsible for leading the in-life Customer Operations functions to deliver outstanding customer service, Brand alignment and compliance with all relevant regulatory and legal frameworks. Own all aspects of the delivery and development of the function, in line with the company’s business strategy, meeting ambitions for both quality and cost. As a member of the Senior Leadership team, responsible for the development of customer services. As part of the wider Senior Engagement Team, contribute to the development and implementation of the wider business strategy. A key purpose is delivering a consistent implementation of customer strategies, policies and related procedures.The role models the value of the organisation, setting benchmark standards for integrity by putting the customer at the heart of everything we do. Demonstrating ethical leadership within a framework of compliance and exemplify consistency, fairness and transparency. Drive and sponsor the ethos of “Treating Customers Fairly” (TCF) and delivery of good customer outcomes, creating an environment which allows the business to adapt quickly to changes in the market and service whilst ensuring the people, processes and systems are aligned to the Company’s overall business strategy and any legal or compliance requirements.Also responsible for the implementation of the FCA’s Consumer Duty requirements in ensuring delivery of good customer outcomes with regards to the services provided to retail customers. This role is a Senior Manager role under the SMCR (Senior Manager and Certification Regime) – SMF 18 (Senior Manager Function) and must comply with both the FCA Conduct Rules and Senior Manager Conduct Rules.The role is the principle interface between the UK market and the headquarter Chief Operating Officer. Show less - Leading on and bringing together key strategic initiatives across the business, ensuring plans align with the VWFS global strategy.- Leading on projects with an operational focus, with a view to always achieving good customer outcomes and FCA compliance. - Proactively leading delivery of VWFS UK OpEx (operational excellence) Programme for the UK market, ensuring key targets are achieved.- Ownership and delivery of Executive sponsored investigations, fact finds and special projects delivered using cross functional teams across a number of different disciplines to FCA expectations. Show less - Reporting to the Fleet Director, responsible for the Business Performance function in Fleet, which had the following departments: Pricing, Reporting and Planning, Quality Assurance and Training, Credit Control and Finance Lease. Also led the Fleet Customer Services function for one year, which included a supplier management department.- Restructured the Business Performance function to ensure it continued to be fit for purpose, particularly in light of regulatory, compliance and internal audit requirements. - Overseeing performance of suppliers to ensure optimal service delivery for our customers, whilst at the same time building long term relationships in the service providers. The oversight of these providers included the establishment of regular service review meetings, the provision and analysis of MI and addressing any service failing with the providers in a timely manner.- Business Champion on Automation of Finance Lease and Fleet Reporting Universe projects to instil a consistent and key framework for key decision makers. - To ensure our Fleet customers were made aware of any EA189 emissions impacted vehicles in their fleet, developed a solution to deliver a communications strategy to those customers in a timely fashion.- Championed process improvements across the department, to create clear governance, efficiencies and outcomes for customers. - Focussed on improving the debtors ledger and unmatched cash to ensure timely allocation of customer funds to outstanding debts.- Redefined the Fleet pooled mileage and profit share offerings for Fleet customers, ensuring there are adequate procedures, agreements and that our offering is clearly structured in line with legal requirements and industry standards. Show less - Joined VWFS as a Credit Manager in the Back Office. Initially assisted with setting up the intensified and problem loan management procedures for Corporate Non Dealers. Worked on improving daily reporting of the portfolio, interacting with Volkswagen Group Leasing, Specialised Lending, Finance and Collections. Identified for senior management that arrears were not reporting correctly, impacting provisions.- Redesigned forms and procedures used in the department to ensure they were fit for purpose and up to date. - Prepared reports and presented to the Board of Management and wider business on topics such as NHS lending, analysis of the Corporate Non Dealer portfolio and arrears balances. - Supporting the Retail Underwriting Team at times of peak business, to ensure customers were assessed in a timely manner for affordability.- Kept Front and Back Office colleagues up to date with legislative developments and produced impact analysis.- Managed problem loan customers. This role required developing a relationship with owners and directors, working with them to improve their business and manage funding requirements. Chaired a monthly meeting, attended by the Board of Management, to give updates on these customers and summarise risk. Show less

  • Customer Operations Director

    Jan 2023 - now

  • Executive Manager

    Jul 2020 - Jan 2023

  • Head of Fleet Business Performance

    Apr 2015 - Jul 2020

  • Credit Manager

    Mar 2012 - Apr 2015