Jonathan has spent nearly his entire career in operations. He moved into Financial Services in 1995 working for a leading UK outsourcer as an Operations Manager before joining Providian National Bank to set up the Service and Quality function from scratch. Head Hunted in 2002 to set up the Front and Back Office functions for Vanquis Bank including Sales, Service, Collections, Training, Quality, Process  Improvement and Complaint Handling growing the operation to over 350 over seven years and helping take the business to profit he left in 2009 to pursue a career in consultancy. Jonathan is a passionate customer advocate with extensive experience from two successful bank start-ups. A process specialist with a keen interest in complaint handling processes and driving real business advantage through the analysis and correction of both minor and systemic poor practice