Robert Box Email & Phone Number

Charlotte, North Carolina, United States

SFO, SLC, DE, NC

London, United Kingdom

Charlotte, North Carolina Area

• Retained as senior industry advisor for multiple engagements with “top 5” US banks and a “top 2” Irish bank, primarily focused on bringing credit card or mortgage operations into compliance with OCC, Consent Order.
• Developed new product to strengthen clients’ compliance/risk/change management oversight, facilitate faster knowledge transfer, and drive continuous improvement.
• Keynoted collections industry and technology conferences.
• Developed business plan to launch a new business with a full suite of products and services spanning performance-driving, process improvement and control applications for operations.

Columbus, Ohio Area

• "Change agent" hired to overhaul, re-engineer/transform existing functions, platforms and processes to increase yield, improve margins, strengthen controls and build a foundation to support significant growth, while.
• Led 70-80% of business with $260 M operating budget and up to 3000 FTE across nine cities/locations, supporting $5 B+ portfolio consisting primarily of private label & co-brand credit cards,(90+ retail clients)
• Responsible for all operations (call center sales & service, collections, recoveries, fraud, remittance processing, billing, statement rendering & credit operations), IT, Enterprise PMO, Business Intelligence, Six.
• Substantially strengthened regulatory compliance of systems and operations; also responsible for managing changes required by the CARD Act of 2009 and Dodd/Frank regulations
• Introduced/implemented the concept of "customer usability," and dedicated call data-mining to proactively improve customer experience across the entire business
• Launched enterprise-wide performance management process to ensure cross-business alignment

Charlotte, North Carolina Area

• Led non-traditional LOB providing collections/recoveries/fraud mgmt for $187B portfolio of all consumer lending products (card, auto, mortgages, HELOCs & otherl loans), plus ATM & Debit Cards, with $500M budget and.
• Delivered 5 consecutive years of double digit productivity gains in expenses, while simultaneously reducing losses
• Designed improved performance mgmt process, presented to CEO and Management Operating Committee. New process credited with driving double digit yield gains upon implementation throughout Bank, including delivery of a.
• Achieved/sustained employee satisfaction scores (89%), highest in Bank
• Implemented both web-based & relationship-based collections (1st in US)
• Executed Disney approach to customer service within collections/fraud call centers; measured/acted on "customer delight" scores within LOB

Richmond, Virginia

• Hired as one of ten senior executives to spin off Capital One from Signet Bank, reporting directly to President and Chief Operating Officer.
• Managed 1300 FTE, with a $57M operating budget to service a $12B portfolio.
• Radically redesigned the regional bank’s collection and recovery operations into one worthy of a “top ten” credit card issuer. Within 15 months, outperformed external agencies by a 35-40% margin, even with.
• Drove “profit center” culture within collections, slashing unit costs by 30%+ while collections effectiveness increased 54-101%.
• Successfully led operation through monumental challenges created by new products and rapid growth, as portfolio quadrupled, while staffing tripled within 18 months.
• Presented regularly to investment bankers and major investors.

Dallas/Fort Worth Area

Managed a Collections Call Center

Greater New York City Area

Greater New York City Area

Masters, Engineering- Economic Systems

Bs, Statistics

Bs, Management Sciences