Description

More than 20 years experience in team management, business units. 3 years as HR Manager.

My main skills are:

- People management: organization of teams, recruitment, training and coaching, teamleaders training, creation and adaptation of procedures, management of FTE budgets

- Analytical skills

- Problem solver

- Creation and adaptation of strategies

My main projects:

- Intelligent routing of telephone requests with automated response (with and without KYC).

- Implementation of an email and mail request processing tool.

- Adaptation of the IT system, decision support systems and reports for a collections department of a credit company. Adaptation of the strategy to the different types of files (cards, credit cars personal loans) in new processing phases. Automation, prioritization and variation of types of written reminders. Implementation of automated reminders by SMS and e-mails, predictive recovery. Automation of telephone reminders.

- Merger of two collections teams. Migration of the IS. Initially, the two teams worked on different sites, on different IS and produced different reports.

- Sale of non-performing loan portfolios: in stock and in forward flow.

- Creation of a white label collections solution

- Complete revision of the strategy, methods, procedures and IT system, following recommendations of the SPF Economy. This project concerned all the processes of the company such as marketing reminders, the acceptance process, the sale of products, contracts, collections processes etc.

Languages

French
Native or bilingual
Dutch
Fluent

Workplace preferences

Can work on-site

Woluwe-Saint-Lambert (up to 50km)

Beobank NV/SA
Front-end Collection Manager
July 2019 - February 2022 (2 years and 7 months)
Brussels, Belgium
Collections Front-End Manager: Supervision of a team of 26 people, including 3 Team leaders, of pre-litigation collections for short-term products (loans, credit cards and current accounts). Adaptation and creation of new procedures following the migration of the IT system. Adjustment of the recovery strategy according to IFRS indicators. Collections Back-End Manager Supervision of a team of 24 people, including 3 Team leaders, litigation and over-indebtedness for short-term products (loans, credit cards and current accounts). Adaptation and creation of new procedures following the migration of the IT system. Adjustment of the recovery strategy according to IFRS indicators. Management of complaints, including Ombudfsfin complaints. Relations with external partners.
Intrum
Business Line Manager Investments & Banking
January 2019 - July 2019 (6 months)
Valuation of debt portfolios Monitoring of the performance of acquired portfolios and preparing remediation plans Implementation and monitoring of the banking sector development plan
Buy Way Personal Finance
Customer satisfaction Manager
March 2017 - December 2018 (1 year and 9 months)
Brussels, Belgium
Creation of an outbound team. Management of a team of 40 employees, including 3 team leaders. Creating customer satisfaction goals. Creation of a customer satisfaction survey. Definition of operational objectives, monitoring of achievements and implementation of corrective actions. Project management: digitalization, mobile app, homebanking, IVR.