Caterpillar Financial Services CorporationHead of Risk & Operations Eastern Europe Area | Proxy to the Board of Directors
Feb. 2013 - Sep. 2017Czech Republic, Latvia, Lithuania, Poland, Romania, Slovakia- Managed a $0.5 billion portfolio of leases, loans, and receivables, taking ownership of critical aspects like risk management, customer experience, collection, remarketing, litigation, financial reporting and revenue-related KPIs.
- Ensured compliance with global risk management policies through various risk control models, including bi-annual internal audits, Key Risk Indicator scorecards, tail-risk assessments & stress testing, and war gaming.
- Managed credit underwriting and approval processes, involving a nuanced assessment of various debtor risks, with a stand-alone credit approval limit of $2.5M.
- Implemented policy enhancements and portfolio restructuring based on a retrospective analysis of credit defaults reducing the past due ratio from 17% to 2.5%, and annual credit losses from $25 million to $1.6 million.
- Developed and implemented business continuity plans.
- Led, coached, and expanded a team of 46 professionals in diverse roles, serving customers and dealers in 7 countries.
- Streamlined operations by merging 4 separate business centers into an efficient and cohesive Regional Credit and Customer Support unit.
- Achieved significant improvements in customer and employee satisfaction scores, raising customer satisfaction from 8.0 to 8.9 and employee satisfaction from 7.5 to 8.7.
- Leveraged technology and automation to enhance operational efficiency, reducing credit turnaround time to 35 hours for requests below $2.5 million and 4 hours for requests below $0.25 million.
- Led a successful partnership with four stakeholders, launching a groundbreaking financial product that aligned mining customers' expenditures with the utilization of leased units, resulting in the acquisition of $65 million worth of valuable mining assets.
- Served as a Board of Directors proxy with accountability for P&L and Balance Sheet.