Lotta Willför Email & Phone Number

Helsinki

Helsinki, Uusimaa, Finland

I am reporting to the Head of Operations.My goal is to oversee and manage business intelligence operations within the company. I am managing the development and monitoring of key performance indicators (KPIs) and segmentation models. I also facilitate data-driven decision-making across the organization.- Spearheaded the creation of BI reports and KPI definitions, utilizing advanced SQL skills to enhance data accuracy and accessibility. - Delivered strategic insights into vendor operations, driving financial optimizations, and contributing to informed decision-making.Zolva provides credit management and invoicing services, including debt purchase, debt collection, and account receivables management. Zolva Oy is part of Zolva Group which operates in Finland, Norway, Sweden, Denmark, Italy, Spain, and Portugal. Zolva Finland’s turnover is 140 K€, employees 13 (2023).

Santander Consumer Bank Nordics, Helsinki, Finland

I led a team of 4 (External Recovery Leads in Denmark, Finland and Norway). I was Collections steering group member and reported to the Collections Director, Nordics.My goal was to manage the outsourced pre-collection processes across the Nordics, overseeing vendor relationships, and ensuring optimal operational and financial results. I managed to evolve into a seasoned professional in cross-border debt collection, call center management, and vendor management. I also expanded my expertise in payment services and digital solutions through projects. I also leveraged this opportunity to enhance my leadership skills and collaborate effectively across Nordic regions.- Excelled at the pinnacle of my career, spearheading the Massive Collections Department with strategic leadership and innovation.- Orchestrated a high-performing, cross-border team during COVID-19, securing top-tier employee satisfaction through effective management and resilience.- Fostered a culture of openness, transparency, and security while enhancing team engagement through regular meetings, afterwork sessions, and gatherings.- Realigned the Massive Collections operations by delivering substantial operational, qualitative, and financial gains, significantly benefiting the bank's P&L.- Pioneered the development of a distribution engine up to the blueprint phase which targeted operational efficiency optimization.- Devised a detailed strategic plan for the team, establishing a clear vision for 1, 3, and 5 years, in alignment with the organization's overarching.Santander Consumer Bank Nordics is a Nordic bank with more than 1,400 colleagues in Sweden, Norway, Denmark, and Finland, with global strength by being a part of Banco Santander. Nordic profit before tax 3 584 MM NOK, employees 1148 (2022).

Santander Consumer Finance Oy, Helsinki, Finland

I led a team of 12 (Collection/Customer Service, Analytics, Vendor Officer) and reported to the Risk Director.My responsibilities were managing the collections area, encompassing operational responsibilities, pre-collection processes, repossession processes, as well as late and legal collections. I managed to streamline and optimize these processes, enhancing efficiency and effectiveness across the board.- Demonstrated unwavering dedication to personal and professional development, culminating in a leadership position within my team.- Under my leadership, significantly enhanced team morale, and satisfaction through effective communication, unwavering support, and consistent engagement.- Negotiated intricate framework agreements and spearheaded strategic sourcing initiatives, ensuring optimal partner selection.- Played a pivotal role in crafting the organization's strategy for the next 3-5 years, providing critical insights and perspectives to secure future growth and success.Santander Consumer Finance is a leading consumer finance company presented in Europe, China, and Canada. They offer a wide range of financial and banking solutions through points-of-sale and direct-to-consumer channels such as branches, phone centers, and the Internet. Finnish office’s profit before tax is 58,3 M€, employees 200 (2019).

Santander Consumer Finance Oy, Helsinki, Finland

I reported to the Collection Manager.I was responsible for overseeing end-to-end responsibilities for the financial and operational outcomes in both pre-collection and late-collection outsourced services. I also cultivated and maintained effective collaborations with vendors, ensuring consistently positive outcomes and strengthening our operational framework.- Planned and organized the training; execution to 50 employees.- Created processes, quality assurance procedures, KPI management, and follow-up after outsourcing.

Santander Consumer Finance Oy, Helsinki, Finland

I was responsible for overseeing the operational results of both the pre-collection and late collection outsourced services, ensuring effective management of vendor collaborations.- Led vendor scanning projects and pilots in champion challenger setup ensuring better operational and financial results.

Santander Consumer Finance Oy, Helsinki, Finland

My goal was to effectively maintain operational efficiency and effectiveness despite the outsourced collection team's size being reduced from 20 to 5 people. I also ensured that our smaller team continued to meet, if not exceed, our collection targets through strategic oversight and resource optimization.

Santander Consumer Finance Oy, Helsinki, Finland

My responsibilities were to improve the portfolio's health by conducting call activities, negotiating payment arrangements, handling referrals, and overseeing debt restructuring applications.

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Master Of Science (M.Sc.), Economics And Business Administration, Major: Business Administration, Minor: Marketing

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Bachelor Of Science, Economics And Business Administration

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