Stephen Shaw

Stephen Shaw is an accomplished Senior Customer Operations Manager at Vanquis Banking Group, with extensive experience in customer operations from their previous role as Head of Customer Operations at Cabot Credit Management. Throughout a career spanning over 18 years in the financial services sector, Stephen has earned numerous external awards for innovative applications of real-time speech analytics and has successfully driven improvements in customer interactions that resulted in enhanced repayment terms and effective self-service outcomes. With a strong focus on regulatory governance, performance management, and employee strategy, Stephen has demonstrated adept leadership in managing a substantial workforce and engaging with external partners to elevate customer service standards. Notable achievements include pioneering chatbot initiatives, leading vulnerable customer strategies, and achieving significant collection increases through new partnerships and engagement tactics.