Cheryl Adams

Experience

• 

  RBS Invoice Finance

  Jan 2005 - Jul 2017

  • Liaising with third party suppliers to coordinate the recovery of unpaid debt through the courts.• Managing costs of international and domestic debt recovery through engagement and collaboration with third party suppliers.• Investigate the details of outstanding debt on insolvent customers (debtors) and agree the amounts to be paid out to clients. Support and educate clients about the Bad Debt Protection product.• Display strong decision making ability to provide effective strategies for the Bank and the customer. These decisions are: Insolvency, Full and final settlement, uneconomical to pursue (write off debt), progressing with a defended Court action, mediation between customer and client.• Satisfy regulatory, compliance and operational requirements and adhere to the treating customer fairly framework collaborating directly with the customer and key solution providers to deliver strategies and solutions in a fair and consistent manner via focused and time bound strategies. • Coach and act as a role model to the Credit Control department. Deliver specific training where appropriate. Provide development for members of the wider Team in more complex and bespoke arrangements to drive forward a culture of highly motivated individuals. • Prepare for case reviews and liaise with external suppliers. To ensure external suppliers are held accountable for the delivery of SLA’s and escalate any shortfall to contract management as required. Show less • Sharing and Learning - Identify and proactively support the sharing and/or development of best practice Service Optimisation methodologies across Service Optimisation colleagues. • Performance Management - Prepare for and actively participate in 121s, sharing achievements and problem areas to drive success in project and personal development objectives. Work with your line manager to ensure objectives remain appropriate for your role. Measured by the successful delivery of project and personal objectives• Technical and behavioural skills (including consulting) - Improve my technical and behavioural capability through training, learning and practice to directly increase the impact and outcomes of the projects I work on• Increase my skills matrix score between 0.3 - 0.5; achieve new accreditation level • For your workstream, define / support definition of how you will meet Service Optimisation quality standards and build and deliver a mechanism to ensure those standards are met at all stages in the project• Demonstrate the effective use of relationship building practices with all stakeholders to build successful partnerships, to optimise the set up and delivery of our projects and there by increase advocacy for Service Optimisation. To be measured via stakeholder feedback. Show less • Leading a team of Credit Controllers and ensure they perform against key objectives and behavioural standards.• Ensure the team are providing an excellent service towards clients and customers through monitoring of performance and call standards. • Manage underperformance effectively.• Retain and develop talented members of staff.• Analyse team results and report findings against BSA standards.• Monitor ledger activity, escalating any issues to the relevant business areas.• Manage workload accordingly within the team.• Driving and maintaining my own personal development.• Deal with customer complaints effectively and ensure a fair outcome is reached for the customer. • Champion and embrace change within the team, driving continuous improvement with the customer at the heart of everything we do. Show less • To lead and inspire a team of 14 to meet and exceed targets and objectives• Recruit, retain, coach and develop a team capable of delivering in a high performance culture• Understand and comply with Conduct Risk requirements to meet the Group’s Conduct Risk policies and the expectations of our regulators• Comply with relevant Group policies• Understand the main risks arising in the relevant area of responsibility and how to mitigate them and to ensure escalation where unable to comply• Lead by example by continually delivering quality outputs and demonstrating behaviours to a high standard• Ensure complaints are handled sensitively, effectively and creatively within Group Policy• Ensure timely and effective communication of business and teams performance• Effectively challenge and champion change and new business processes• Review and monitor performance against targets and proactively identify issues Show less Duties included the following:• Responsible for managing a portfolio of 1500 debtor accounts. • Accurate reconciliation of cash received in.• Pro active management of disputed invoices.• Dealing with client and debtor queries and complaints in a fast and efficient manor• Proactively deliver on team and individual objectives• Prioritization of workload ensuring best use of resource• Building and maintaining relationships with internal and external customers. • Actively participated in the delivery of a fit for purpose, professional ledger service• Met and exceeded daily service level agreements. • Dealing regularly with MI reports Show less

  • Operational Recoveries Manager

    Oct 2016 - Jul 2017

  • Design & Delivery Lean Agent within the Service Optimisation Team (Project)

    Feb 2016 - Oct 2016

  • Credit Control Manager

    Jan 2015 - Jan 2016

  • Transactional Services Manager

    Sept 2013 - Dec 2014

  • Credit Controller

    Sept 2010 - Aug 2013

  • Sales Ledger Officer

    Sept 2009 - Sept 2010

  • Cheque Processor

    Jan 2005 - Sept 2009
• 

  RICO LOGISTICS

  Aug 2017 - now

  Sales Ledger Manager

  • Spearheading the management of c.2170 live customer accounts• Leading all aspects of billing and credit control within a demanding and rapidly changing setting• Handling the UK, European and Australian ledgers within Rico and sister companies• Managing and training 19 staff across 4 departments; 5 billers, 8 credit controllers, 3 cash allocators and 3 credit admin• Chasing high volumes of debt via telephone and email• Attending customer meetings for more complex accounts• Prepare weekly cashflow forecasts, ageing debtors & unbilled data for senior management, clarifying business performance and improving strategic decision-making• Accounts Receivables – reconciliations, payment allocations, banking multi-currency and GBP payments• Liaise internally with higher management and account managers to ensure accuracy of billing accounts and escalate any problem accounts• Working across departments on Internal Audit investigations that directly impact billing and credit control• Assisted in devising and implementing new system and processes to meet billing and credit control functions• Led a strategic initiative recovering £2.7m in potential write-off within 12 months• Introduced processes to improve the quality of our bills and maximise efficiency in the collection of debt.• Resolving complex disputed account queries• Introduced huddle boards with the team on a daily basis to encourage communication, a successful working relationship and transfer knowledge across all 4 departments. This also encouraged and motivated the staff• Experience in DA, Trace, Podfather, Sage X3 Show less