Leading the development and efficiency management of various operations functions covering Back office, Contact center, Telemarketing, Customer care, Collections, Procurement and Facility Management.

Responsible for the joint customer service function with responsibility for 1000+ employees in Contact-center, online services, customer care and debt collections. Focusing on the operational excellence and cultural changes to grow the customer satisfaction (NPS/CSI) and streamline the processes.

Driven the improvement and operational excellence in retail collections with responsibility over 500+ FTE in several sites and various regions across Russia. Responsible for early and late collections, field visits teams, legal, collections agencies and projects related to area of expertise.

Managed the collections process for retail portfolio (loans, credit cards and mortgages) with 200+ FTE.

Managing Collections function for Barclays retail business and covering in-house, strategy and MI, recoveries and agencies, OREO with responsibility for portfolio of Barclays Bank and legacy portfolio of Expobank.

Responsible for development and improvement of collection strategies, MI reporting and forecasting in the mortgage arm of SocGen in Russia (DeltaCredit Bank). Rolled out regular and targeted incentive programs, run a project on collection management system enhancement.

Responsible for managing after WO portfolio over $50 M and multiple teams within Collections such as Recovery, Agency Management, Skip tracing & Support with more than 30 employees in total.

Managed the self-assessment tools within the full Retail Risk Department (Collections, Fraud policy, Credit policy, MIS); responsible for regular assessment and improvement of policies and processes, compliance to corporate and local policies and for embedding risks mitigation tools.