Kritesh Kripal
Sydney,New South Wales
Summary
A distinguished Operations Management Professional with over two decades of expertise in the financial services sector, I currently serve as the Head of Servicing at Metro Finance, a premier business lending solutions provider. My career is characterised by a profound dedication to integrating advanced technologies, notably artificial intelligence, to optimise business operations, elevate customer satisfaction, and maintain compliance with regulations. I am well-versed in Next Generation AI, holding multiple certifications that empower me to deploy AI-driven strategies effectively across diverse business environments. My tenure at Metro Finance has been marked by substantial operational cost reductions and the achievement of consistently low delinquency rates, thanks to strategic use of AI and automation. These initiatives have not only enhanced customer interactions by minimising touchpoints but have also positioned me as a finalist in the CSIA awards 2023 for outstanding customer service. Furthermore, I have successfully managed a varied product portfolio that includes Commercial (chattel mortgage and leasing), Novated Leasing, Consumer Loans, and Green Loans, maintaining record-low delinquency levels in a portfolio valued at over $3 billion. These accomplishments reflect my capability to drive significant financial improvements and deliver superior customer experiences through innovative recovery strategies and a clear focus on technological advancement.
Overview
9
9
years of professional experience
Work History
Head of Servicing
Metro Finance
08.2015 - Current
- Team Leadership (20%): Transformed team dynamics by implementing innovative leadership techniques, managing a team of 30 with 4 direct reports
- Achieved sustainable development and met strategic objectives through high-performing team management Quality Assurance/Complaints Manager, and Loss Recovery Team Leader
- Resulted in a high-performing team adept at delivering sustainable development and meeting strategic objectives
- Strategic Planning (15%): Directed the formulation and implementation of strategic plans, aligning them with statutory requirements and organisational goals to drive business growth
- Stakeholder Engagement (10%): Strengthened Metro Finance's brand image and integrity by effectively engaging with internal and external stakeholders, enhancing organizational reputation
- Change Management (10%): Championed organisational change, promoting a culture of continuous improvement and operational excellence to adapt to evolving business landscapes
- Risk Management and Compliance (15%): Served as the primary contact for customer service, complaints, hardship, collections, and loss recovery, ensuring adherence to legal standards and effective risk management practices
- Project Management (10%): Oversaw the planning, documentation, and testing of ongoing projects, contributing to the strategic direction of the Servicing team
- Operational Excellence (20%): Achieved key performance indicators, including maintaining customer service call SLAs above 88% and email SLAs below 4 hours
- Ensured a delinquency rate of < 0.3% for 30+ circa and
Education
MBA -
Open University
Sydney04.2014
Skills
- Expertise in use of AI and Automation
- Strategic Planning and Execution
- Leadership and Team Management
- Stakeholder Engagement and Communication
- Change Management
- Risk Management and Compliance
- Project Management
- Operational Efficiency and Excellence
- Problem-Solving
- Customer Service
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Time Management
- Attention to Detail
Accomplishments
- Finalist in the CSIA Awards for Outstanding Customer Service 2023
- Achieved record-low delinquency levels in a portfolio valued at over $3 billion
- Successfully managed a diverse product portfolio, including Commercial, Novated Leasing, Consumer Loans, and Green Loans
Timeline
Head of Servicing
Metro Finance
08.2015 - Current
MBA -
Open University
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