Melissa Rust Email & Phone Number

Melbourne, Australia

• Management of Origin’s Finals debt book and operational leadership of the Recoveries Team, consisting of separate onshore call centres and supporting teams.
• Dedicated team for the management of Bankruptcy, Insolvency, Debt Agreements, Deceased & Litigation matters across Origin.
• Management of Origin’s mercantile agency panel, SLA’s, audits and performance meetings.
• Management of Origin’s debt sale program including tender preparations, sale contracts and disputes and creation of Origin's Vendor Support Team for post sale support to the debt purchase market.
• Origin's credit default listing process and relationship management of 2 credit reporting agencies, for the utilisation of default listing as a strategic collections tool.
• Dispute resolution pertaining to credit defaults and social media cases.

Australia

• Part of Service Delivery Group within Retail Operations tasked to manage BPO (onshore & offshore) vendors to effectively manage Credit & Collections, Payments, Receipting & Correspondence functions
• Operational Manager of internal tactical High Risk Credit Management Group
• Work with functional managers to identify optimal collections resource measurement, allocation and application to drive improvements in function performance
• Build and implement measurement sets to ensure BPO performance is effectively monitored
• Establish strong working relationship with vendors to facilitate seamless transition of activities
• Onsite support of BPO’s quarterly to ensure optimum performance and continuous improvement

Melbourne, Australia

• To ensure onshore and offshore Collections deliver high quality and cost effective business outcomes to all areas of the business by developing and implementing strategic operational plans to ensure positive outcomes.
• Responsibilities & accountabilities Leading and coaching direct and indirect reports to create a high performance team
• Managing service delivery partnership with both onshore and offshore providers, that represents both high contract value and significant integration across the business
• Developing, implementing and reviewing vendor service strategy ensuring benefits from sourcing and service improvements are identified and delivered to the business
• Performing detailed analysis of business environments to ensure sustained vendor performance to meet business objectives and create/implement continuous improvement programs
• Managing service delivery of the onshore and offshore groups by reinforcing roles and responsibilities, performance assessment, developing key supplier relationships and managing change collaboratively