Toronto, Ontario, Canada
Compliance Led, Recoveries Driven • Growth Strategist • Excellence in Operational Execution Giancarlo is a results driven leader with an outstanding record of delivering complex projects on time and within budget, who has been continually recognized as content expert in Recovery and BPO Call Center management. With his many years of experience working in fast paced Credit-Risk Management environments he has worked with cross functional teams for different international markets. Giancarlo has combined a sound knowledge of lending and credit risk management, collections, portfolio management and accounts receivable management. From organizational diagnostics, to strategy implementation for effective and tangible enterprise bottom line result’s improvements, Giancarlo has a proven track record. Throughout his career, Giancarlo has demonstrated exceptional leadership skills and an ability to motivate and mobilize his team members. To this day, he has performed many major accomplishments and is always up for a challenge. Giancarlo’s goal is excellence and always willing to go above and beyond what is expected. Specialties: - Over 18 years of experience working in a fast-paced environment - Oriented to results with excellent communication and negotiation skills - Recognized as an expert in Recovery and BPO Call Centre environment - Tactful & strategic, skilled negotiator and artful facilitator - Solid Risk, Credit, Collections and Call Center Management - Customer Experience & Channel Strategy - Collections and Fraud Operations - Customer Service Operations ( internal & 3rd party) - Internal Communications & Change Management - Call Centre Technology & Tools - Training & Knowledge Management - Project Planning and Delivery - Contact Centre Sales & Revenue Improvement - Financial Services
• Reporting directly to the President, responsible for all operations, recovery, and client performance activities. • Executive management of a large, geographically dispersed and multi-functional division • Direct management of large and institutional clients (e.g. American Express) across domestic and international markets. • Utilized leadership competencies and a team focused approach in order to support increased investment in Ontario with respect to recoveries/collection industry, while ensuring accountability with respect to the use of any public funds while working with public partners • Created strategic, compliant and profitable recovery solutions in order to achieve best in class performance results • Has developed innovative policies and procedures to support new business on-boarding and achieve collections recovery opportunities and targets. Played a major role in attracting and recruiting top talent to help meet hiring and performance needs. • Mentored, coached and manage a team of operational managers, supervisors and trainers. • Established a vision, mission and establish higher divisional standards for business performance and service excellence, through instilling the principles of ownership and end-to-end management. • Developed and created training and successions plans for future leaders of the organization, including providing the necessary tools to optimize performance, as well as the appropriate training and development in order to build a skilled workforce and allow for progression.
• Reporting directly to the President responsible for end to end legal recovery process for clients such CIBC, Scotiabank, TD Bank, American Express, Daimler Credit, Teleflora and, FTD. • Responsible for completing required documents and servicing all matters in Small Claims Court. • Developed a national attorney network to assist in strategic recovery strategies in District Court. • Developed and executed collection strategy for bankrupt student loans accounts for the Government of Ontario, CIBC and Scotiabank. • Mentored, coached and managed a team of eighteen (50) collection and skip tracing staff.