Managing a team of 70+ people in 4 areas: Telemarketing, Delivery, Service, Debt collection.Responsible for processes improvement, reports delivery, budgeting, projects management.Achievements:- Increased capacity of Telesales in 8 times (voice bot technology developing)- Improved VOC (voice of customer) in Call centre by 10% (self-service tools for customers were implemented, processes and products were improved)- Online debt collection portal that helped to collect extra 4 billions rubles

Increase productivity and efficiency of debt collection (early, field and legal stage).Implement new processes and improve current ones (including due to changes in laws). Run champion/challenger strategies.Budgeting and cost reductions.

Drive productivity and effectiveness improvement including collections strategy, technology, process. Work with collection software developer to design and implement effective collections operating model.Leadership of the collection department (3 teams, 80+ employees)Responsible for process optimization within collections departmentAnalysis and reporting of collections activities to CEOControlling of collections activities Implementation and maintenance of collections software, outbound dialer and IVR services installationsParticipation in hiring, training and retaining employees

Manage the collection process for all retail products offered by the bank. Design, develop and implement collection strategies, processes and procedures (such as Field Collections process, Quality Evaluation process, Incentive Program etc.)Manage collection staff (3 groups, 70 employees) from call center to field collections. Actively track, monitor, analyze and manage the bank’s collection activities. Control delinquency through the regular review of Delinquency Reports, Flow Rate Reports. .