HAMISH ALEXANDER

Working within the first line Enterprise Issue Management team, I designed and implemented the consent order Data Quality Assessment (DQCA) program through leadership of 8 contractors.

Selected achievements include:

• Managed FLU relationships spanning C16 to C13 to ensure DQCA RBCM deliverables were met.
• Drove data quality assessment and uplift of ~1,000 controls to meet data quality standards and reduce data risk.
• Ensured adherence to DQCA program methodology through creation of a runbook, performing quality assurance and leading data quality control assessments and data lineage working sessions.

Within the Corporate first line team, I managed the new product approval, third party lifecycle management, and complaints risk processes through leadership of 60 global colleagues.

Selected achievements include:

• Partnered with second line teams, including technology to risk assess and launch ~150 projects, including significant product launches.
• Created ~500 controls to improve data quality and adherence to regulation.
• Automated processes to reduce manual errors and improve efficiency.

Within the consumer first line servicing team, I managed a global team of ~400 colleagues with ownership of the acquisition servicing strategy, controls, customer experience and the call center.

Selected experience includes:

• Led a global call center of ~400 colleagues to achieve and or exceed all operational KPIs.
• Wrote the strategy that helped win back the JD Power Award, which included multiple technology and process improvements.

Working within the Experian Credit Bureau servicing team, I designed and managed the credit bureau operations and technology from scratch. I was employee number 3.

Selected Achievements include:

• Drove the design of the next generation credit bureau and disputes platforms.
• Designed and led the bureau operations and ensured customer satisfaction and adherence to regulations

• Boosted brand awareness and generated leads while managing multiple external acquisition marketing campaigns for UK ICS.
• Managed Global New Accounts Call Centers in the UK, France, Belgium, Netherlands, Spain and Australia