Flexys Credit Summit 2023 Panel Announced
Collections in a complex world: can disruption lead to constructive change?
Credit Summit 27 April 2023
We are pleased to announce the special guests for our Credit Summit Collections Stream panel discussion.
Host Charlie Crawt will be joined by Gavin Bentley, Group Customer Support Director at Aldermore; Ajay Mitha, Customer Operations Leader; Samuel Baker, Head of Customer Servicing and Analytics at Moneybarn; and Edward Sants, Head of Product at Oodle Car Finance.
- Regulation and public scrutiny fall heavily on Collections. Can this pressure drive productive change?
- Collections has many business-critical metrics in their hands- revenue, risk, compliance, corporate reputation and customer loyalty. How can you balance all these elements?
- The ‘ideal’ customer outcome must be to avoid arrears in the first place. Can organisations proactively help customers?
Meet our speakers
Ajay is an accomplished leader in Customer Operations. His career has spanned nearly twenty years within financial services, the majority of that time within the Debt Purchase and Contingent market. He now works in the lending and banking arena. Ajay is highly experienced in leading front-line operations in Collections, Recoveries and Customer Service in large and often complex contact centre environments. He has a keen interest in people engagement, end to end customer journey enhancements and data and speech analytics.
Gavin joined Aldermore in June 2022 and is responsible for Collections, Recoveries, Complaints and Vulnerable Customer Management Strategy across the Group, including MotoNovo Finance. He has extensive experience in the Finance and Fintech sectors, having spent 25 years in global leadership positions. His career in Collections started at Barclays in 2007 as their Head of Collections. Prior to joining Aldermore, Gavin spent over five years running Operations supporting key outsourced functions for companies, including NewDay and Lloyds Banking Group. Gavin has a passion for operations excellence and business transformation. He is a Lean Six Sigma Green Belt and has an MBA in Business Administration.
Ed joined Oodle in January 2022 and is responsible for the Customer Management platform. This includes all technology for Collections, Recoveries, Complaints, Customer Service and Vulnerable Customers, as well as all loan processing / decisioning systems and the proprietary core ledger system. Ed’s work is focused on using innovative technology to drive great customer experience and to build a low cost, scalable platform to support Oodle’s growth in the coming years.
Before joining Oodle, Ed spent five years as part of the Product team at TSB where he ran the Overdraft book. Prior to TSB, he was a strategy consultant with Monitor Deloitte. Ed was a finalist at the 2021 Young Banker of Year Award and is a keen part-time web developer having learnt to code during the first Covid lockdown.
Sam became Head of Customer Strategy and Analytics within Credit Risk at Moneybarn in February 2019, and is responsible for management of the customer lifecycle following acquisition. He has spearheaded new customer strategies that have revolutionised the way Moneybarn helps customers access vehicle finance, whilst working with them to ensure agreements are affordable and sustainable. Prior to joining Moneybarn, Sam held various collections, risk and analytical roles in the Debt Collection space, most notably for CapQuest, Intrum Justitia and Arrow Global. He is adept at overseeing a diverse portfolio, and delivering Collections and Customer Management strategies across fixed-term and revolving banking and finance, telephony, utilities, mail order, and most recently, motor finance.
A relative newcomer to the motor finance industry, Sam won the ‘Rising Star’ award at last year’s Car Finance Awards.
We look forward to seeing you in London on 27 April. Visit Flexys on Stand No.1 and we can continue the conversation.
This event has ended.