- Leading and coordinating a team of remote operators, supervisors, and external vendor contractors.- Constant High-Quality product support delivery to the customers- High-quality communication with the customers and internal teams- Creating, analyzing, and managing KPIs- Reporting analysis- Continuous improvement of the tools based on the live operations process andexperience in line with the customer's requirements and needs.- Coordinating production deployments to enable uninterrupted operations and delivery.- Planning and strategizing the team’s capacity based on the growth and volume needs of thecompany and the product.- Managing operators' reporting and financials – time spent on the job, project tracking,gathering and analyzing expenses per project, and conducting management reviews.- Continuously updating operators' and supervisors' instructions and conducting training based on the product strategy and new functionality releases.- Creating onboarding and training procedures and materials.- Train the team’s supervisors to onboard and train new operators.- Enbody company culture to the current team and the new joiners. - Keep the team motivated and loyal to the company.

• Managing 4 team leaders totaling 17 personnel across 4 collection units• Segmenting 4 portfolios valued at over €600 million according to related financial metrics to provide better targeting and optimizing team resources aimed to maximize collections;• Streamlining portfolio operations by setting risk levels and categorizing accounts into High Risk and Low Risk measures – submitting and tracking outsourced accounts transferred to third party vendors.• Creating, analyzing, and managing KPIs for measuring portfolio performance, actual vs budget.• Creating strategies for individual teams as well as the overall portfolio and enabling improved workflows between collections teams and cross-functional teams to improve operational efficiency (from 60% to 90%), while maintaining the same staffing level.Project Management and Subject Matter Expert (on project) related experience, 3 projects over 4 years:• Provide leadership, direction and coordinate activities for multi-disciplined teams on assigned tasks.• Understand technical challenges of the teams and peers and develop strategic plans that are consistent with business objectives.• Track funding, metrics & budget - obtain appropriate manpower allocations to support these activities (project value 200k-500k USD)• Work with entire organization to identify, define and execute projects with Engineering Productivity & Simplification impact; seek, share and set best practices.• Leading operations team. train, coach and mentor less experienced personnel on business and technical processes and standards of the new application.• Demonstrate ability to influence customers, dev teams and internal personnel through persuasion and influencing• SME tasks: oversaw implementation projects for Qualco, Dialer and I-Apply systems, responsibilities include translating business requirements into technical objectives, testing new modules, and managing roll-out procedures for 90 branches comprising 140 collections officers.

• Managed 2 collection teams consisting of 7 team members, responsibilities include staff on-boarding, general training, team building, monitor collection activities, and managing organizational productivity• Achieved best results in the EFG group – 3.37% B1 escape rate, 8.83% B2 escape rate, and 12.92% B3 escape rate • Process-managed the collections activity chain – define and communicate weekly and monthly objectives, set team priorities, monitor work queues, and ensure collections results• Collaborated with IT division to create business requirements for IT / network systems by creating issue logs on payment procedures and involuntary blocking / unblocking customer accounts; compiled results into business technology office initiatives to be addressed in future waves of system implementation• Worked directly with the divisional Collections Manager for on-the-grounds reporting of collections activities and identifying opportunities for improving external collections and internal workflow process; results were compiled into 12 initiatives aimed to streamline business operations and were later implemented across the branch• Worked as Functional Project Manager and Subject Matter Expert on the implementation of a new Cash Collection system for key users and collection personnel in close cooperation with technical team to set up systems and harmonize data with core system Flex