Hayley Lord

Observer
DISC Type : ic

Head of Collections Operations at Thames Water

Greater Derby Area, United Kingdom

Overview

Hayley Lord is an experienced, delivery-focused leader in collections and recoveries, currently serving as the Head of Collections Operations at Thames Water. With a background that includes senior roles at Monzo Bank and Oakbrook Finance, she specializes in regulatory environments and improving operational performance. She also holds a CIPD certification.

At a previous company, she led an operational optimization that resulted in a £3 million annualized uplift and a 50% increase in collections per employee within six months.

Personality Overview

Curious

Value Driven

Example Seeker

They can sound friendly and charming but can quickly change gears to become inquisitive and probing.  They often ask many questions and rely heavily on information and documentation. They are generally good communicators and can be hard to convince.

Topics They Care About

Team Development
Actively recruits for her team, emphasizing providing training and support to help people reach their full potential and thrive in their roles.
Customer Vulnerability
Focuses on achieving positive outcomes for customers in financial difficulty and has experience designing and optimizing vulnerable customer strategies.
Operational Efficiency
Has a track record of re-designing business processes to deliver significant efficiency savings, cost reductions, and performance uplifts.

Media Appearances

Hayley has no verified media appearances

Work History

1-2021
Head of Collections Operations at Thames Water
6-2020 - 1-2021
Senior Collections Service Manager at Monzo Bank
9-2017 - 8-2019
Head Of Operations at ZEBRA FINANCE LIMITED
5-2015 - 7-2017
Operations Director at Oakbrook Finance
8-2014 - 5-2015
Head of Collections and Recoveries at DFC Global Corp.

Education

1982 - 1989
2 A levels and 7 GCSE's from Long Eaton Community School

More Information

Social Presence :

Prographics :

Exp : 34 Location : Greater Derby Area, United Kingdom Job Level : Mid-senior Designation : Head of Collections Operations at Thames Water
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Insights For Selling To Hayley

During A Call Or A Meeting

DO's

  • Persuade objectively how your product will help them achieve their goals
  • Be prepared for a lot of questions, answer them objectively
  • Focus on immediate action-items rather than the larger goals

DONT's

  • Don’t be too objective but make sure to pad your storytelling with data points
  • Don’t rely excessively on your relationship with them to win the deal
  • Avoid making offhand commitments

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Hayley is

  • Clear proof of product value matters to them, followed by others' testimonials and rapport.
  • Will you ever get a clear answer from Hayley

  • They are practical and friendly, don't expect a clear-cut response often.

Insights For Deal Planning

    How fast (or slow) will Hayley move?

  • They like to perform full analysis and can take time to make any decision.
  • Can Hayley take some risk or not?

  • They systematically evaluate all decisions and are unlikely to take many risks.

You And Hayley

Personality Compatibility


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