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Case Study

Chief Operating Officer

Mana Search was retained by a fast-growing consumer finance provider, who were looking to appoint their first COO. Due to the rate that the business was growing this was a critical and time-sensitive hire – as the operations brief was being stretched between other members of the C-suite.

Industry Sector: Financial Services – Lending

Number of Employees: 51-200

Type: Privately held

Founded: 2014

Key deliverables for this engagement included; Defining the strategic operating model for the business, both people & systems; Day-to-day management of internal and external operations, including call center, fraud & underwriting, customer service, collections and recoveries, complaints management; Sourcing of vendors and suppliers of professional services, systems and tools; Leading complex change, including integration of technical systems.

Solution

From discussing the clients requirement, an agreed profile was defined in conjunction with the CEO, a full map of the market was provided with over 50 individuals contacted, from this a suitable shortlist was presented with 3 available COO’s with a range of expertise ranging between 10 – 15 years having the expertise and knowledge of building an operations brief within a growing consumer financial services provider. The 3 shortlisted COOs had a strong background of both financial services operations within similar-sized organisations and having scaled at a similar rate and technical expertise either from an Analytics or a Data background. They were presented to our client within 10 days of commencing.

Outcome

The client appointed a COO within 21 days of briefing Mana Search, the COO has quickly added significant value to the organisation – taking the lead in all operations and working closely with the Risk and Engineering functions in integrating the technical systems into the operations. The customer service operation has grown by 200% which has been driven by the COO.

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