Introducing Steven

As Head of Recoveries within our Debt Services division, Steven is responsible for leading the day-to-day operations of our Swansea-based Recoveries function.

With a deep understanding of the collections landscape, Steven has a clear, client-focused approach to delivering scalable recovery solutions that balance performance with fairness.

Steven’s strengths lie in developing and implementing robust collections strategies, with a particular focus on supporting vulnerable customers and driving long-term operational improvements. A natural collaborator and people leader, he is highly effective at coaching teams, enhancing service delivery, and aligning operational practices with regulatory standards.

He works closely with the wider leadership team to continuously refine our processes, build on our existing capabilities, and support the firm’s growth across the UK.

Experience

Steven has over two decades of experience in collections, financial services, and customer operations.

Over the years, he has held senior roles leading both in-house and outsourced teams, managing large-scale operations and overseeing multi-site teams of up to 120 people.

His background includes designing and executing end-to-end collections and arrears strategies, managing third-party relationships, and leading regulatory compliance initiatives. He has played a central role in business transformation programmes, guiding teams through change while maintaining high service standards.

Steven’s track record of combining data-driven decision-making with empathetic leadership makes him a strong asset to our team. His ability to deliver measurable results, particularly in high-volume and regulated environments, positions him to play a key role in the continued expansion of our Debt Services offering.