Kirsty Drozdziak
Business Performance Manager @Wescot Credit Services Limited
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WORK HISTORY
Business Performance Manager @Wescot Credit Services Limited
Glasgow, GB
Senior Leader overseeing one of Wescot’s largest and most commercially significant collections operations for Lloyds Banking Group. I lead 5 Team Managers, 10 Team Leaders, and circa 150 Customer Consultants across secured mortgage collections within a highly regulated FCA environment. My role spans operational strategy, performance optimisation, client relationship management, resource planning and large scale change management and delivery. I manage a decade long client partnership with Lloyds, ensuring contractual performance, governance, and regulatory compliance while driving continuous improvement and customer centric outcomes. I deliver strong commercial results, supported by robust KPI management, data driven insight, and operational efficiency initiatives. Known for building high performing, resilient teams and leading transformation programmes that improve outcomes for vulnerable mortgage customers, I am relied upon by senior stakeholders for strategic guidance, operational expertise, and my calm people focused leadership.
EDUCATION
Glasgow Clyde College
CIPD , Human Resources Management and Services
Chartered Management Institute
CMI Level 5 Diploma in Operational Management and Leadership, Operations Management and Supervision
ABOUT KIRSTY DROZDZIAK
As a Senior Leader in Financial Services delivering strategic solutions for one of the UK’s leading banking groups, I believe that operational excellence is a byproduct of creating a supported and empowered team. With nearly 20 years of experience across outsourcing, financial services and customer experience, I specialise in navigating high stakes, regulated environments while using emotional intelligence to foster a culture of high performance and resilience.
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