Adeel Alam

Lead 30 FTEs across three different collections streams, managing a $3 billion asset portfolio.

Strategic Leadership

• Spearheaded the Collections Roadmap and Strategy between 2023 and 2025, data-driven risk-tiering, multichannel communications, and unified company reporting.
• Uplifted team productivity through process automation and redesign.

System Transformation

• Partnered with internal and external teams to drive efficiency gains and launch digital collections platforms, leading to reduced resolution times and costs.

Regulatory and Compliance

• Ensured adherence to ASIC and Debt Collections guidelines

Telephony Optimization.

• Launched a new telephony platform, enabling predictive dialing capabilities for mass collections contact.
• Developed call workflows and IVR routing to reduce agent handle times and raise agent satisfaction.

Real-Time Analytics

• Designed real-time dashboards for productivity monitoring and assessing adherence to benchmarks.
• Determine emerging risk hotspots and resourcing needs for volatile collections portfolios and call queues.

Executive Reporting.

• Quantified output and operational trends for Senior Management
• Provided operational insights and analytics that influenced capital allocation

• Client Management Associate (2012 - 2014)
• Special Operations Associate (2014 - 2015)
• Senior Client Management Associate (2015 - 2016)
• Remediation and Business Transformation Analyst (Secondment - 2016)
• Credit Analyst (2016 - 2017)
• Business Intelligence Analyst (2017 - 2020)