Vesela Stamenkova - Head of Risk, tbi bank

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Work Background

TBI BankHead Of Risk

Jul. 2021Athens, Attiki, GreeceIn my current role, I oversee bank's retail credit portfolio, enhancing risk management and uncovering new opportunities through advanced analytics, resulting in increase in portfolio profitability. I am responsible for devising policies and methodologies for monitoring credit risks and reducing potential losses through enhanced risk detection at both individual and consolidated levels. Moreover, I spearhead development and implementation of credit risk measurement tools, improving risk assessment accuracy. I analyse diverse datasets to identify and investigate suspicious activities to increase fraud detection within bank operations. Also, I report key financial and risk metrics directly to Market Leader and Group Chief Credit Officer, influencing strategic decisions and policy formations. Key Highlights: • Headed high-performance team of retail credit underwriters and oversaw daily operational activities related to application processing, ensuring efficiency and compliance. • Established robust monitoring mechanisms for credit risk concentrations, aligning with regulatory standards and reducing non-compliance issues. • Directed both automated and manual underwriting processes, enhancing decision-making and quality control with keen focus on decreasing error rates. • Managed critical risk-related projects including Credit Bureau Integration, DE Integrations/Configuration, BoG CCR, BoG Code of Conduct to improve data integrity and compliance. • Contributed to bank-wide projects, aligning project outcomes with strategic goals and enhancing cross-functional collaboration.

QUALCOService Manager

Jun. 2017 - Jun. 2021Athens, GreeceDuring this tenure, I governed end-to-end request handling, incident, change, and problem management processes, enhancing operational response times. I have managed and enforced support SLAs, achieving maximum adherence to client contracts and reducing non-compliance issues. I have served as principal liaison between clients and Qualco, facilitating enhanced communication and partnership satisfaction. Futhermore, I steered detailed reporting and strategic communications with stakeholders, enhancing transparency and decision-making efficiency. I conducted a root cause analysis to identify and mitigate recurring incidents to reduce repeat issues. I maintained comprehensive incident logs and processed reports and directly reported to the Service Delivery Head, driving key initiatives for strategic service improvements. Key Highlights: • Co-ordinated common KPIs with other Qualco stakeholders, such as Business Development, Product, Solution Design) pertaining to customer satisfaction, customer retention, and long-term customer profitability. • Determined and implemented significant client support process improvements, like known errors and incident workaround knowledge base, enhancing system reliability. • Established and regularly monitored key performance indicators with clients, whilst validating conformance with set standards for improvement in service delivery metrics. • Optimised service delivery by ensuring clients received tailored services from Qualco's portfolio, increasing operational efficiency. • Played key role in IT risk assessments, significantly reducing vulnerabilities and protecting data integrity by implementing advanced security measures. • Developed, updated, and executed business continuity plans for faster recovery from IT incidents.

QUALCOClient Support Manager

Oct. 2014 - May. 2017Athens, GreeceWhilst serving as a Client Support Manager, I chaired regular follow-up and progress meetings with customer representatives, enhancing client relations and ensuring project alignment with customer expectations. I handled incoming phone calls and emails, efficiently addressing service-related enquiries and maintaining minimal response time. Also, I reported directly to Service Management Department Head, providing detailed updates and insights that informed strategic decisions and improved service delivery outcomes. Key Highlights: • Ensured timely resolution of customer requests, including information enquiries, change requests, and incidents, maintaining service delivery in line with agreed-upon SLAs and achieving optimal customer satisfaction rate. • Led and executed strategic initiatives within support area, introducing innovative solutions that reduced response times and increased team productivity. • Delivered oversight to capacity planning and prepared comprehensive daily, weekly, and monthly reports on Service Management Department activities, improving operational efficiency and transparency for customers.

QUALCOStrategic Client Consultant

Nov. 2013 - Oct. 2014Athens, GreeceMy service at Qualco S.A encompassed, offering application consulting services across multiple client projects, enhancing system functionality and user satisfaction by tailoring solutions to specific business needs. I have partnered with Client Key Users to drive requirement analysis activities in alignment with business objectives and enhancing project outcomes. Moreover, I evaluated existing business practises and goals, recommending process improvements that increased operational efficiency. I have reported directly to the Business Application Consulting Head, delivering strategic insights that shaped consulting practises and outcomes. • Compiled detailed business and functional specifications documents, providing clear insights into As-Is and To-Be states, facilitating successful project transitions and stakeholder approval. • Orchestrated in-depth analysis of business needs for existing customers, gathering critical user requirements that informed tailored application enhancements. • Interfaced with project teams and working groups, contributing expertise in line with responsibilities and authorisation for successful project completions. • Led, proposed, and integrated strategic internal initiatives within Business Application Consulting, introducing innovative practises that enhanced consulting effectiveness. • Actively engaged in application parameterisation, customising solutions based on specific business needs and project requirements, improving user engagement and system performance.

QUALCOSenior Application Consultant

Nov. 2012 - Oct. 2013Athens, Greece• Responsible for analyzing the business needs of existing customers, gathering user requirements; • Actively participating in applications parameterization based on specific business needs & projects; • Report to Business Application Consulting Head.

Alpha BankRisk Division Manager

Feb. 2011 - Oct. 2012Sofia, Bulgaria• Development of policies, procedures and methodologies for the monitoring of credit risk levels associated with current and future exposures, at an individual or consolidated level; • Establishment of a monitoring mechanisms for credit risk concentration levels, according to relevant policies and regulations; • Development and implementation of tools/models to assist the measurement and monitoring of credit risk, development and/or review of a reporting set to support local risk management bodies’ operations.

Alpha BankRetail Credit Department Manager

Sep. 2010 - Jan. 2011Sofia, Bulgaria• Responsible for management of approval process of credit requests submitted by individuals, (applicant’s characteristics, willingness to pay, ability to pay, etc.) • Monitoring of approval, administrative and documentation controls; • Prioritizing and organizing tasks and activities, operational process, capacity planning, proposals for modification of work flows and procedures; • Participation in Credit Committees and working groups in accordance with area of responsibility and level of authorization

Alpha BankHead of Retail Credit Section

May. 2010 - Sep. 2010Sofia, Bulgaria• Responsible for management of approval process of credit requests submitted by individuals, (applicant’s characteristics, willingness to pay, ability to pay, etc.) • Participation in Credit Committees and working groups in accordance with area of responsibility and level of authorization;

Postbank (Eurobank Bulgaria AD)Deputy Head of Consumer Lending

May. 2008 - May. 2010Sofia, Bulgaria• Responsible for management of all departments within the credit and operations areas (underwriting, credit policy, collection, fraud and risk, product administration, call center); • Definition and implementation of the strategy, preparation of budget and analyzes and performing effective monitoring of each area of responsibility;

Bulgarian Retail Services (BRS)Credit Division Manager

Jul. 2006 - May. 2008Sofia, Bulgaria• Preparation of budgets regarding NCLs, P&L; vintage and delinquency analyzes; Administration, reporting performance, maintaining and developing reporting models for the main areas of responsibility; Effective monitoring of credit policy elements; • Implementation of scorecards, analyzing validations, definition of cut offs per merchants activity, type of product, etc.; • Planning, prioritizing and organizing tasks and activities, time management within the division;

Bulgarian Retail Services (BRS)Collection Manager

Sep. 2004 - Jun. 2006Sofia, Bulgaria• Definition of collection strategy (i.e. core collection, hard collection, legal process, debt management tools with respective objectives); Identify delinquent accounts and respective risk owners, evaluation of the risks as to likelihood and consequences; • Management of the Collection Department including implementation of the approved strategy, activities within the department, setting objectives, production targets, incentives, etc. with main objective minimization of incurable accounts, build willingness to pay, train the customers, etc.; • Administration and reporting performance, monitoring, analysis, maintaining and developing reporting models; preparation of proposals for modification of work flows and procedures; • Assigning packages of default accounts to collection agencies and lawyers;

Bulgarian Retail Services (BRS)Senior Credit Officer

Dec. 2003 - Sep. 2004Sofia, Bulgaria• Sign applications in accordance with C/O's authorization level; • Definition and updates of Credit Policy Rules, preparation of proposals for modification of work flows and respective procedures; • Preparation of proposals for improvements in all supporting software applications with main objective automated credit checks (response time to merchants, approvals, etc.); • Training-Quality Control of the Credit Officers;

Bulgarian Retail Services (BRS)Credit Officer

Feb. 2003 - Dec. 2003Sofia, Bulgaria• General overview of the applications evaluated and presented by Agents (both pre-approvals, rejections and final approval); • Performing training of agents in accordance with their area of duties and expertise; • Preparation of proposals for improvement of working processes; • Monitoring daily activities in the units within the area of responsibility;

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