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• SLA development, monitoring and change control

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 for Origin.• 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• Resource planning to ensure vendors are sufficiently resourced to meet targets• Managing dialler technology for onshore and offshore groups• Building and implementing measurement sets to ensure BPO performance is effectively monitored