Steve Wrench

Current

formerly Head of Debt Management at Virgin Media

Past

Collections Manager at Vertex
Credit & Collections Consultancy at Vertex
Collections Operations Manager at Citibank

Operations Director at Personal Debt Services Ltd (part of Royal Bank of Scotland group)
Collections & Client Services Manager at Legal & Trade Collections
Collections Manager at London Scottish Bank
Collections at Sovereign Leasing

see less...

4 more...

Connections

132 connections

Industry

Telecommunications

Websites

My Company

Steve Wrench’s Summary

I am a vastly experienced, professional Credit & Collections Manager, having worked at senior positions within Telecommunications, Banking, Outsourcing and Debt Collection Agencies. More than 20 years total experience.

My roles have always involved the management and strategic leadership of customer facing and collections operational activities and I have a genuine passion for success in everything I do. I also have extensive experience of vendor management and control, leading the relationship both in the UK and overseas.

My background is managing large departments of customer facing and back office staff, with my personal objectives to always provide excellence in service, productivity and performance.

Steve Wrench’s Specialties:

My specialities are delivering strong collections and debt recovery performance, change management, plus leading and engaging managers and staff at all levels to work towards common goals.

Technical capability in terms of segmentation modelling in order to optimise performance and to continually challenge the status quo by seeking ever more productive and effective work methods.

Steve Wrench’s Experience

formerly Head of Debt Management

Virgin Media

(Public Company; VMED; Telecommunications industry)

June 2005 — Present (4 years 8 months)

Responsible for Debt Recovery, Bad Debt and Involuntary customer churn. Overall responsibility for internal Debt Recovery teams and external Debt Collection Agency placements, management and control.
Collections Manager

Vertex

(Outsourcing/Offshoring industry)

2005 — 2005 (less than a year)

Credit & Collections Management in the UK on an outsourced contract at Vertex, managing collections and debt recovery on a major utilitites contract.

250 FTE under my direct control, via a management team of 5 direct reports.
Credit & Collections Consultancy

Vertex

(Outsourcing/Offshoring industry)

2003 — 2005 (2 years )

Strategic consulting, working on key client contracts in the UK and US within the utility sector, delivering change and improvements to meet client performance requirements. Worked on several successful bids for major outsource contracts in the energy and other utilities sectors.
Collections Operations Manager

Citibank

(Public Company; C; Banking industry)

2000 — 2003 (3 years )

Management of late arrears within the credit card business. Control of inbound and outbound calls, design and management of internal self-audit processes, plus outsourcing to third party DCAs and Debt Sale. Winner of the presitigious "Leaders of Distinction" award in 2003.
Operations Director

Personal Debt Services Ltd (part of Royal Bank of Scotland group)

(Public Company; rbs; Banking industry)

1998 — 2000 (2 years )

Operational and financial control of RBS' in-house recovery functions, servicing the Retail Bank, Credit Card Division and affiliated businesses. Day to day control of collections performance, financial controls,including Op-Ex, Cap-Ex and full responsibility for P&L. Managed and controlled multiple DCA relationships.

Full ownership of all contractual negotiations and ongoing management of SLAs with external suppliers, including DCAs, Credit Bureaux and Telephony suppliers
Collections & Client Services Manager

Legal & Trade Collections

(Financial Services industry)

1995 — 1998 (3 years )

With specific responsibility for managing collections performance and client service for 8 of the company's key Financial Services clients - all major banking and credit card companies. Management of Litigation Dept.
Collections Manager

London Scottish Bank

(Financial Services industry)

April 1993 — March 1995 (2 years )

Management of collections activity for the Debt Recovery division's commercial (B2B) clients
Collections

Sovereign Leasing

(Financial Services industry)

1990 — 1993 (3 years )

Management of collections and skip tracing teams