Say hello to Hayley Monks
Managing Director | Utilities
Hayley is a highly motivated, inspirational and energetic individual. An excellent speaker with a strong commercial acumen and creative thinking, she thrives on driving and delivering transformation by creating effective followship.
Having worked in senior executive roles, and with a ‘can do’ attitude, she contributes significantly at every level from strategy to delivery – she understands what good looks like.
Consulting experience
British Gas
Credit Operations Director – accountable for the management of the credit and risk operation across the entire B2B business. The included a wide customer range; from SMEs to FTSE 100 businesses. The performance of the collections activity on over 1 million accounts was a significant driver of financial performance in the business.
Centrica
Head of Credit & Risk – responsible for the credit risk and operational collection activity for SME business in the B2B business. The SME business represented 70% of the Bad Debt charge in the business. My key challenge was a significant reduction in P&L cost through developing effective collection strategies at reduced operational costs.
Supported by external consultant I developed a 2year plan to reduce the BDC by 50% whilst not increasing operational costs or damaging margin.
3663 formerly Booker Food Service
Group Credit Manager: Headhunted to lead a team of 70 people in the collection and account management of a wide range of Food Service customers. Reporting to the Finance Director, I lead this department through a series of process improvement and engagement activities which delivered an improvement in DSO from 69 to 39. This was a significant contributor to the cash flow and financial stability of this business.
Management experience
Think Inspire and Create Ltd
Managing Director, specialising in business process improvement and people skills development. It has supported FTSE 250, AIM listed and private organisations across the utilities spectrum and other industries including retail, education, science and leisure
British Gas
Global Customer Services Transformation Lead, heading the customer service transformation for British Gas Business. Accountable for the transformation of the Customer Care function across multiple locations.
British Gas
Director of Service & Operations, Corporate Market. Led an improvement in the join journey which resulted in a reduction in ‘in life’ disputes, reduced cost to serve and improved NPS.