Kenny Higgins

Experience

• 

  Consumer Fnance

  Jan 2002 - Jan 2004

  Customer Advocate
• 

  The Royal Bank of Scotland

  Mar 2004 - Sept 2009

  • Monitor and achieve annual Literature budget of £6.4m.• Successfully managed the transfer of ownership of Direct Brands stationery with an annual saving of £250k.• Coached key member of staff to achieve success on the Future Leaders Programme.• Key relationship manager for assigned 3rd party suppliers. • Manage, lead and develop team through regular reviews of performance and development requirements.• Monitor team to ensure robust stock controls are in place and that approved processes are being followed.• Collated and issued process manual for the Publications team.• Act as point of contact in team to ensure Treating Customer Fairly principles were met.• Provide sign off for Marketing Literature and confirm that Risk directives followed. Show less • Successfully managed the creation and introduction of a document and stationery library. • Manage, lead and develop team members ensuring excellent levels of service provided at all times.• Build and manage relationships with external printers to ensure adherence to service level agreements.• Delivered new suite of documents for MINT loans and Direct Line mortgage products.• Manage the approval process for changes to marketing literature to ensure all items remain compliant.• Control stock volumes directly and via team ensuring annual stationery budget target of £600k is met. Show less

  • Marketing Manager, Literature

    Jun 2007 - Sept 2009

  • Document and Print Manager

    Mar 2004 - Jun 2007
• 

  The Royal Bank of Scoland

  Sept 2009 - Sept 2010

  Marketing Manager, Risk and Planning

  • Maintain and oversee planning function for activities being carried out by team of 150 people.• Assess new product proposals from a marketing perspective as part of Group approval process.• Interrogate new risk assessment documents to ensure all relevant risks have been considered.• Project managed the delivery of Marketing workstreams for new Intermediary Mortgage solution.• Manage the relationship between Marketing Digital team and key stakeholders.• Organised training presentation to share improvements to Marketing Approval process Show less

• 

  Hutchison H3g

  Mar 2011 - Oct 2017

  • Effectively manage the relationship and performance of external Debt Collection Agencies• Accountability for ensuring the Debt Collection Agencies deliver on departmental targets and in line with budget• Review insight and drive performance improvements to support the delivery of the collections strategy• Lead team to deliver insight driven monthly targets and to challenge the Debt Collection Agencies to deliver against them• Recognised for delivering an improvement to the current deceased process for accounts in collections at Three Show less • Managed a panel of 8 Debt Collection Agencies with the responsibility of setting and achieving monthly targets• Responsible for holding regular performance reviews with external agencies to deliver improved collection rates • Allocate accounts to the correct DCAs based on performance to ensure the best collection rates are achieved, whilst driving competition within the active DCA panel• Reviewed KPI data to identify performance trends, agreeing action plans with DCAs to drive improvements in collections • Introduced a new end to end tender process to Three to allow new agencies to be added to the DCA panel Show less

  • Debt Recovery Strategy and Performance Manager

    Apr 2016 - Oct 2017

  • Debt Recovery Performance Executive

    Mar 2011 - Apr 2016
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  Hutchison 3G

  Oct 2017 - Dec 2023

  Senior Performance Manager

  > Lead team of 6 to ensure Third Party vendors deliver Three's churn and provision budget requirements> Manage and support team to deliver the end to end debt sale process and maximize returns > Deliver an effective audit process to ensure services delivered by Third Parties remain compliant to process and current legislation> Understand upcoming regulation changes and deliver required changes to collection processes> Develop relationships with key internal and external key stakeholders to effectively deliver objectives and the required performance standards Show less

• 

  Hutchison H3g

  Jan 2024 - now

  Senior Manager, Risk and Compliance

  The Risk and Compliance team are responsible for the identification and management of all risks across the Credit and Collections business areas with the following key deliverables:-- delivering and managing a central risk register for all teams, carrying out regular reviews with key stakeholders and holding them to account for the delivery of all mitigating actions- compiling a central repository of all work instructions and policies owned and used by the wider team ensuring that all regular reviews are completed in line with timelines and that all changes are made in line with current regulations- compile and deliver bi-annual audits of our Debt Collection Agency partners to ensure that they are working within the realms of their contracts - through effective monitoring identify any areas where Three's external DCA partners aren't delivering the correct and compliant outcomes for our customers, setting up and managing mitigating actions to resolve any concerns- represent Credit and Collections from a policy and compliance perspective in any business wide projects- responsible for chairing cross functional working groups that deliver best in class outcomes across Policy, Compliance, Risk and Audit- facilitate department wide audits with both internal and external partners ensuring the supply and recording of all documentation is completed within specific timelines- Show less