Our people

Meet our senior leaders

How we succeed together

Kirsty- Louise McQueen

Head of Operations

Our Head of Operations, Kirsty brings 13 years of operational expertise across collections, recoveries and customer experience. She has delivered for and held positions with, HSBC Bank, Hutchison 3G and Capita PLC.  Kirsty leads all operational delivery for Zinc and is responsible for delivering our daily service promise to our clients and their customers. She is our vulnerable customer programme advocate and people champion.

Hazel Wells

Head of Client services

Hazel brings 20 years of expertise and a wealth of knowledge of collections, recoveries, and litigation across all industry sectors. She has worked extensively across business and consumer banking and has experience of working with multiple blue-chip clients. Hazel and her team are responsible for client onboarding, the ongoing health of the client engagement, and acts as the conduit and first point of contact and escalation for clients. 

Susan Bain

Head of Compliance

Susan heads up the Zinc compliance team, having worked in the debt recovery sector for over 20 years. Susan joined Zinc in 2009 bringing with her a wealth of experience, having worked in senior roles within operations for a number of well-established and reputable companies. As well as overseeing all matters relating to compliance within the company, Susan plays an active role within other organisations such as the CSA, attending events as well as contributing to them.

Liam Stewart

Head of Quality Assurance

Liam joined Zinc in 2013 having worked previously in operations for another DCA based in Glasgow. He now heads up Zinc’s Quality Assurance team, bringing with him over 15 years of experience both as a senior manager as well as working in customer engagement roles. Liam works closely with the operational side of the business whilst ensuring the board is appraised of any issues relating to quality assurance.

 

Steve Bentley

Head of IT

Steve heads up Zinc’s IT department overseeing all aspects of the company’s IT infrastructure, including hardware, software, and information security requirements. Steve has worked within the debt recovery sector and financial services, for over 25 years, working with some of the UK’s biggest names in the industry before joining Zinc in 2012.

 

Richard Fenton

Head of Digital

With over 22 years of experience and expertise in collections and recoveries, Richard has worked across business and consumer banking, insurance, and the utility markets with a number of market leaders in senior management roles. Richard now heads up Zinc’s digital development team, delivering cutting-edge omnichannel solutions, as well as developing many of Zinc’s online properties and portals.

Kjartan Hearn

Head of Decision Science

Kjartan has an extensive background in data modelling and operational and statistical analytics and has previously worked in analytics for Revolut. Prior to this he was a management consultant focused on large-scale public sector projects, and was also a lecturer at the University of Warwick in ICT to Masters level students, and remains a supervising tutor of dissertations.

Ed Simpson

Head of Strategy

Ed Simpson has worked in the Credit Management industry for over 20 years with a variety of roles from Head of IT at Apex Credit Management to Project Manager at FICO. Ed has been with Zinc for the last 9 years and is currently Head of Strategy, taking responsibility with his team for creating and managing workflows and optimising dialler strategies to maximise customer engagement.

Scott Jamieson

Head of L&D

Heading the critical function of L&D, Scott has been working in contact centre operations for over 12 years. In addition to being an L&D functional specialist, he is also a collections and recoveries expert.  He has worked for large customer operations such as DFS and has 6 years’ service with Zinc. Scott is responsible for the design and delivery of all training within Zinc, from compliance and regulatory, to business and consumer collections.  Scott is also accountable for the ongoing development of our people, from operations managers to teams leaders and beyond.

Jackie Jamieson

Head of Finance

Jackie has been with Zinc as Head of Finance since 2009, overseeing all aspects of financial transactions across operations and the wider business as a whole. Jackie’s team is responsible for the processing of customer payments as well as overseeing all client remittances. Reporting directly to the board, Jackie also helps manage the company accounting process ensuring vendors are managed from a financial point of view.

 

 

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