Liisa Posti work email
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Liisa Posti personal email
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With 26 years of experience in credit management, I bring a wealth of expertise in invoice delivery, sales ledger management, payment monitoring, debt collection, and NPL portfolio purchasing. My background includes extensive team leadership in credit management, customer service, back office, and contact center management, complemented by a nuanced understanding of technology and automation. I have successfully led teams with 8 direct reports, managed units comprising 125 people, and led cross-functional project teams up to 12 people.🎯 MY TOP CONTRIBUTIONSThroughout my career, I've excelled in team leadership roles, emphasizing collaboration, agile methodologies, and lean practices. I'm adept at transforming abstract concepts into actionable plans, managing projects with precision, and navigating cross-functional and cross-border collaborations. My approach is characterized by diligence and persistence, qualities that enable me to remain resilient and rebound from challenges.🎯 WHAT INSPIRES MEI find motivation in collaborative success, fostering open dialogue, and celebrating small, daily victories. My key strengths lie in effective communication, relationship navigation, and project management. I prioritize team efforts, driving success through a combination of strategic planning, industry-specific insights, and embracing digitalization opportunities. I'm passionate about creating exceptional customer experiences by first understanding, then exceeding expectations, earning long-term satisfaction and lasting loyalty.🎯 HOW PEOPLE DESCRIBE MEColleagues consistently commend my proactive, positive, and collaborative approach, recognizing my adept use of lean and agile methodologies. They value my resilience, integrity, and efficiency, appreciating the positive and energetic atmosphere I create. My reputation reflects a commitment to fostering a positive work environment and enhancing team dynamics.🎯 CAREER OBJECTIVEI envision myself leading service business operations, enhancing efficiency through system refinement and streamlined processes. I see myself in a role such as Chief Operation Officer (COO), Director of Operations, Head of Operations or Country Manager in a small to medium-sized company or Business Director in a larger multinational company. I am seeking a collaborative, innovative, and customer-focused environment with a flat hierarchy that values psychological safety and inclusivity. I am adaptable to hybrid, onsite, or mobile environments.👉 CONTACT Liisa Posti+358 4O 594 2985liisa.posti (at) gmail.com
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Development DirectorVirekoFinland -
Quality Director - Interim 💎 Business DevelopmentAttendo Suomi Oct 2024 - PresentHelsinki Metropolitan Area -
Head Of Operations 💎 FinlandZolva Finland Jul 2022 - Jul 2024Helsinki, Uusimaa, FinlandI led a team of 8 (Collectors, Specialists, Managers). I was Management Team Member in Finland and reported to Country Manager and Group COO.My multifaceted role involved strategic vision, hands-on execution, and cross-functional collaboration. I led system development, creating efficient solutions for Zolva's IT system. I established processes, led operations, and ensured smooth day-to-day functioning instrumental to building the business. I practiced effective communication and coordination while actively collaborating with stakeholders including sales, clients, and vendors. I was committed to continuous improvement and contribution to the group's overall growth, as evidenced by my role in Zolva Group's innovation team.- Built service production from scratch in 2 months, transforming an inadequate debt collection system to efficiently handle an older NPL portfolio. - Collaborated with the vendor to improve performance in new portfolio onboarding and management.- Led the development of the collection system, ensuring consistent achievement of collection performance targets, resulting in an annual revenue of nearly 1 M€.- Recruited a production team and a service delivery manager in 1,5 months, creating a highly effective operations team from the ground up, assembling a 8-member team of Collectors, Specialists, and Managers.- Succeed in supervisory roles through active engagement, coaching, guidance, regular discussions, role definition, and prompt resolution of challenging situations.- Within 1,5 years, established highly efficient processes through automation, fostering a diverse team’s seamless collaboration.- Contributed to operational excellence at the group level through active participation in the Innovation team, driving efficiency in campaign management, customer center operations, cost savings, segmentation, and overall processes.- Played a key role in scaling down the Finnish operations and closing down the business. -
Board MemberZolva Finland Apr 2024 - May 2024
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Quality Director 💎 Admin & Quality And DevelopmentAttendo Suomi Feb 2022 - Aug 2022FinlandI led a team of 6 specialists. I was Regional Leadership Team Member and reported to Business Development Director.My goal was to enhance perceived quality and uphold care standards at Attendo Finland. As part of the Regional Leadership Team, I managed the Quality Management System, led strategic planning initiatives, determined data measurement methods, facilitated effective communication, and compiled quality reports for organizational transparency.- Streamlined the Quality Management System for enhanced efficiency and top-tier quality.- Contributed actively to the development of practical follow-up procedures, fostering continuous improvement and alignment with quality objectives, resulting in a more responsive approach to care standards.- Led the determination of relevant methods and implemented a data-driven approach that enhanced decision-making and overall quality management.- Played a key role in internal communication, consistently sharing results and best practices, promoting enhanced collaboration.- Compiled and presented quality outcomes, promoting organizational transparency and accountability, contributing to a holistic approach to quality care.- Turned a group of independent specialists into a well-functioning team.- Led the successful completion of an unfinished quality metrics system and integrated quality measures in collaboration with the Regional Leadership Team.- Initiated and managed customer and employee satisfaction surveys, defining country-level metrics for Finland and common metrics for Finland, Sweden, and Norway. The data continues to drive effective decision-making, contributing to sustained increases in both customer and employee satisfaction.- Participated in crisis communication and integrated quality functions following company acquisitions.- Recruited 1 new employee to the team.
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Chief Operating Officer 💎 Management & OperationsRopo Capital Aug 2019 - May 2021Helsinki, Kuopio And Porvoo, FinlandI led a team of 6 (Department Managers, Development Managers) and a unit of 120 FTE. I was Management Team Member and reported to CEO and Group CEO.My goal was to lead strategic growth, sustainable scaling, and overall operational development to establish Ropo as the sector market leader in Finland by 2020 while driving international expansion. In addition to strategic and financial responsibilities, I focused on developing and managing accounts receivable, debt collection, debt purchase services, and contact center operations. I identified opportunities for automation to ensure sustainable scaling and harmonized interfaces between operations, sales, and technologies, enhancing customer experience for our clients and their customers.- Created a customer experience model, with a focus on measuring and continuously improving customer satisfaction encompassing service availability, problem-solving expertise, service competence, and process efficiency, resulting in a remarkable elevation of NPS to over 60 at my departure, showcasing the enduring impact of the customer service model.- Revamped customer experience measurement through an upgraded survey vendor, advanced tools, enhanced data management, and established KPIs, resulting in a significant NPS increase from 20 to nearly 50.- Optimized debt collection efficiency by redefining processes and developing innovative systems, contributing to streamlined debt collections; resulting in a 10% increase in post collections turnover.- Contributed to M&A cases in Sweden and Norway by performing Due Diligence and integration utilizing my operational expertise.- Led crisis and change management regarding Posti's strike and covid-19 pandemic by facilitating fast term remote working assets; recruiting more employees while other companies laid people off.- Led organizational efforts to design an efficient and high-performing team structure. -
Department Manager 💎 Service Operations And Debt SurveillanceIntrum Feb 2014 - Jul 2019I was P&L responsible for 50 M€a nd 125 FTE. I led a team of 7 (Managers and Specialists) and a department of 44-70 FTE. I was Management Team Member of Credit Management Services and reported to Operations Director.My goal was to plan and implement strategic changes in the Debt Surveillance service operations to drive 10% growth without requiring more employees, while managing forecasting, financials, service and process development, business planning, target setting, reporting, sales support, and cooperation with clients and regulators. I led HRM and customer service in my organization. In addition to my line role, I ran Intrum’s Tampere office and played a role in several cross-functional development projects.- Successfully turned around a challenging situation through improved communication, support, and instilling a service-oriented mindset, resulting in the highest results in five consecutive years while earning team trust.- Exceeded expectations with bottom-line figures surpassing top line growth, achieving a 10% increase in annual turnover.- Streamlined operations by automating 90% of the payment booking process and developing other systems.- Implemented strategic planning and reorganization, reducing staff from 70 to 44 through organic measures and outsourcing 10 positions in the Contact and Shared Service Centers.- Emphasized effective team communication with a methodical, step-by-step approach.- Effectively recruited and onboarded new employees after reorganization, demonstrating strong leadership in change management.- Performed as a keynote speaker at a credit management seminar for two seasons across 11 locations, resulting in increased sales. Covered basics of reminders and debt collection, followed by an in-depth exploration of overdue receivables processes.- Contributed to operational excellence meetings at group level in the Nordics. -
Product Owner 💎 Service OperationsIntrum Nov 2016 - Jun 2019I served as the product owner for a debt collection system project alongside my regular duties, supporting system development and communicating the business vision to the project team. I was responsible for ensuring that the developed system aligns with the business needs.
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Project Manager 💎 Service DevelopmentIntrum Aug 2008 - Feb 2014I led cross-functional project teams (5-12 members) with individuals in diverse roles, including leadership without direct reports. I reported to Development Manager and to Project Steering Groups.I was responsible for planning and executing various named projects, with a primary focus on development initiatives. I led the implementation of a self-service portal, customer service development, system development projects, and the maintenance and enhancement of quality systems. Additionally, I oversaw development projects addressing legislative changes and managed client and portfolio implementation projects.- Implemented the changes required by VAT legislation changes in all of Intrum's systems, including the debt collection and financial management systems.- Built, implemented, and developed the group self-service portals for both customers and end-users in Finland.- Implemented the required changes in the collection systems concerning consumer collections after the change of debt collection legislation.- Contributed strategic work related to legal interpretation, potential pricing changes, and process adjustments; formulated system requirements.- Created a model with correctly-formatted information relevant to portfolio data files.- Updated existing quality criteria, streamlining maintenance and development processes.
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Output Designer 💎 Service DevelopmentIntrum Sep 2003 - Jul 2008I reported to Development Manager.My responsibilities were to design and develop collection letters, forms, and reports. I actively processed development ideas, translating them into comprehensive system requirements for development. Additionally, I conducted system tests and provided training to personnel, assuming the role of a system specialist.- Successfully completed system migration for all post-collection letters, leveraging my proficiency in FormScape and XML while collaborating closely with the coder to ensure a seamless transition.- Developed formats for judgment applications and other letters, communication system, and debt collection system.- Served as a liaison between production and IT, acting simultaneously as a system specialist.
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Production AssistantIntrum Apr 2003 - Aug 2003As a system specialist, I processed development ideas, translated them into business requirements, addressed system bugs, conducted system testing, and provided personnel training.
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CollectorIntrum Apr 1997 - Mar 2003I managed collection cases and insolvency proceedings, including debt restructuring, company structuring, and bankruptcy, delivering related customer services and fostering client cooperation.
Liisa Posti Skills
Liisa Posti Education Details
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Visionary Leadership And Personal Growth -
Credit Management Program
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Marketing And International Business
Frequently Asked Questions about Liisa Posti
What company does Liisa Posti work for?
Liisa Posti works for Vireko
What is Liisa Posti's role at the current company?
Liisa Posti's current role is Development Director.
What is Liisa Posti's email address?
Liisa Posti's email address is li****@****ail.com
What schools did Liisa Posti attend?
Liisa Posti attended Turku School Of Economics At The University Of Turku, Turku School Of Economics At The University Of Turku, Tampere University Of Applied Sciences.
What skills is Liisa Posti known for?
Liisa Posti has skills like Change Management, Team Leadership, Project Management, Management, Strategy, B2b, Customer Service, Itil, Project Portfolio Management, Marketing, Crm, Business Intelligence.
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