Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Melissa (Jones) Giarratano

Rosebery,NSW

Summary

With over 26 years’ experience in Credit, Collections & Recoveries I am a Banking, Credit, Finance and Mercantile qualified professional managing portfolios in distress across all lines of business Consumer, Contingency, Commercial and Small Business (Mortgages, Credit Cards, Charge Cards, Personal Loans, Equipment Finance, etc.) encompassing all industries including Banking & Finance, Insurance, Telco, Utility and Government (Federal, State and Local) from origination, pre delinquent through to charge off, collections, recoveries, Asset realisation, preparing and pricing portfolios for sale and then brokering the sale of the book.

An extremely driven and competent executive with extensive Credit & Collections, General Management, Business Development, Operational Optimization, Resource Allocation, Call Centre Management and General Collections experience in managing small teams up to several hundred employees at once across Australia, New Zealand and Philippines whilst being based in Sydney and Brisbane.

Overview

27
27
years of professional experience

Work History

Head of Collections

MyBond Pty Ltd (Fintech)
Sydney
11.2023 - Current
  • Created and implemented debt collection framework, policy, and procedures.
  • Key focus on building a consistent revenue stream for the business via payment plans.
  • Senior Leadership Team Member – weekly reporting.
  • Design Hardship and vulnerable customer management journey.
  • Effectively coordinated and supervised the engagement and ongoing management of an external legal service provider.
  • Skip portfolio management, internal, and external.
  • Implemented Collections & Loan Management System, communications, and contact strategy.
  • Designed and wrote all communications for credit & collections: SMS, EMAIL, MAIL.
  • Responsible for all matters from 1 day past due through to write off, including asset location and realization.
  • Key liaison with all external regulators, AFCA, AFSA, and ASIC.
  • Key relationship manager for external debt collection appointment and field services agencies, driving performance, auditing, and ensuring compliance to MyBond Policy & Procedures.
  • Lead and manage all collections, customer service, and credit staff.
  • Identified root causes of delinquencies and developed solutions to prevent future occurrences.

Consultant Director

MEG Investments Pty Ltd
10.2022 - 11.2023
  • Balanced professional growth by consulting on industry advancements during a 15-month hiatus from full-time employment in collections, while successfully managing our family restaurant/café.
  • Managed HR, POS system implementation, and integration with multiple delivery platforms. Oversaw customer satisfaction, quality control, contract/lease negotiations, premise management, council approvals, stock control, and supplier management at a restaurant. Successfully sold the café afterward.

Head of Collections

Credit Collection Services Group Pty Ltd
Hurstville
10.2020 - 07.2022
  • Implemented effective collections practices to maximize recovery in Insurance and Auto & Equipment Finance (late stage).
  • Oversaw asset location, facilitated the sales process, and successfully recovered shortfalls.
  • Served as the main point of contact for important clients, successfully expanding business opportunities and arranging engaging client entertainment experiences.
  • Proactively managed and oversaw the integration process of Salesforce for efficient customer relationship management.
  • Revamped collections business and operations, leading to a 300% revenue boost within a span of 2 years.
  • Acted as the main point of contact throughout the merger and acquisition process, from Due Diligence to Implementation.
  • Effectively handled P&L accountability by implementing budgeting strategies that consistently met revenue targets.
  • Ensured optimal customer experience and service delivery.
  • Member of the Senior Leadership Team.

Manager – Credit Control

Qudos Bank
Mascot
08.2019 - 02.2020
  • Established streamlined debt collection policies and procedures to maximize effectiveness.
  • Created and managed the design of a successful hardship framework.
  • Streamlined the process of approving write-offs and settlements.
  • Increased proficiency levels of credit and customer service teams through targeted upskilling initiatives.
  • Maintained responsibility for supplier relationships.
  • Key liaison with mortgage insurers during the claims process.
  • Served as company escalation point for IDR and EDR in order to streamline operations.
  • Key responsibility for regulatory changes, ensuring bank compliance.

General Manager

Debt Sale Brokers Australia
Sydney
11.2018 - 08.2019
  • Responsible for business development, brokering, and service delivery to clients.
  • Conducted analysis and provided reports on portfolio performance and estimated ROI.
  • Performed portfolio analysis and pricing for diverse industries including Banking & Finance, Fintech, Telco, and Utility.
  • Served as the primary collections consultant for credit and mercantile companies.
  • Created and delivered effective sales strategies resulting in optimal outcomes.
  • Executed end-to-end sales operations, overseeing bidding, contractual negotiations, and post-sales assistance.

Chief Executive Officer

Central Finance Management Group
Gordon
07.2016 - 10.2018
  • Incorporated ISO27001 and ISO9001 Certification processes into company operations, resulting in improved efficiency and adherence to international standards.
  • Achieved an impressive track record by successfully overseeing more than 95% of all audit, compliance, and risk reviews for key clients.
  • Established effective strategies for promoting employee engagement through reward systems.
  • Creation of the MIS program.
  • Managed consolidation of IT services to external provider.
  • Established long-term strategic plans spanning 1, 3, and 5 years.
  • Transformed in-house law firm, generating an impressive 800k profit within a year without increasing employee costs or reducing expenses.
  • Achieved a multi-million dollar government contract.
  • Australian Collectors & Debt Buyers Association (ACDBA) industry representative at CEO roundtables
  • Member of CEO Institute.

Management Consultant

Central Finance Management Group
Gordon
02.2016 - 06.2016
  • Key project management role in office relocation from Hornsby to Gordon.
  • Created and implemented a strategic plan for CFMG.
  • Managed daily operations and played a pivotal role in CEO exit strategy.

General Manager

Wise McGrath
Sydney
09.2013 - 05.2014
  • Servicing all clients at an operational level.
  • Direct reports of thirty-five internal staff, with over one hundred subcontractors, managed nationally.
  • Business Development - both organic and new business.
  • P&L accountability and MIS development.
  • Client Travel and Group Client Entertainment
  • Tender writing and submission.
  • Risk and Compliance framework implementation.
  • Human Resources, including recruitment, performance management, and training.

Head of Contingent Collections & Business Development Australia, New Zealand & Philippines

Collection House Limited
Sydney
07.2010 - 06.2013
  • Responsible for all Contingency Collections inclusive of all Banking & Finance, Government, Insurance, Commercial and Roll Rate Management clients within Australia and New Zealand and Philippines BPO (300 FTE)
  • Responsible for all partner appointments, including procurement and management, including Asset Realisation and Property Presentation.
  • Key responsibility for new business acquisition and organic growth, including tender writing sign off and pricing.
  • Delivery of collections strategy, implementation, and monitoring.
  • Key responsibility for the implementation of new business, products, and services.
  • Client Travel and Group Client Entertainment
  • Key contact for the collaboration between collections and internal stakeholders, including Compliance, IT, Finance, Legal, Human Resources, and Training.
  • Fiscal responsibility includes planning, forecasting, and delivering final numbers across all segments and portfolios.
  • Staff management and development.

National Manager – Banking & Finance

Collection House
04.2007 - 06.2010
  • Responsible for all commercial and consumer collections across Banking & Finance specialising in Credit Cards, Charge Cards, Lines of Credit, Mortgage Shortfalls, Hire Purchase and Leasing
  • Personal Loans and Auto Finance
  • Managed all key client interactions
  • Planning, forecasting and delivery of all financials
  • Target setting and allocation of budgets at a divisional level
  • Dialer strategy & campaign management
  • Workforce management
  • Team of 60 Customer Service Officers.

Manager – Debt Recovery

Citibank
05.2005 - 03.2007
  • Responsible for all inhouse unsecured recoveries on accounts 180+ DPD for Citigroup and Diners Club
  • Planning, forecasting and delivery of all financials
  • Dialer strategy & campaign management
  • Team of 60 Customer Service Officers
  • Key responsibility for preparing portfolios for debt sale consulting with risk, compliance & legal counsel
  • Develop and implement new strategies & processes to improve portfolio performance
  • Manage internal recoveries, legal, deceased and insolvency teams
  • Key relationship manager for external debt collection and field services agencies, driving performance, auditing, and ensuring compliance to bank policy
  • Management of key internal stakeholders such as risk, IT, compliance, complaints, hardship, training, credit, and fraud
  • Performance management including setting KPI's and Key Objectives
  • Develop tracking reporting at an agency and officer level.

Portfolio Manager

Collection House
02.2002 - 04.2005

Assistant Portfolio Manager

Collection House
02.2000 - 02.2002

Collection Officer

Collection House
02.1998 - 02.2000

Collection Officer

ACM

Education

Certificate IV in Credit Management (CIVMGT) -

Kaplan Professional
07.2024

Executive General Manager Program -

Australian Graduate School of Management (UNSW)
11.2011

Certificate III Financial Services -

Collective Learning & Development
07.2008

School Certificate -

Morley Senior High School
01.1992

Skills

  • Board and shareholder management
  • Extensive legal and recovery of assets experience
  • Contingency, Purchased Debt and Commercial, Small Business portfolio management
  • Operational risk and compliance framework delivery
  • Can optimize operational performance with quick returns
  • Bankruptcy, Part IX experience, Insolvency, Deceased, hardship, and vulnerable customer expert
  • Dispute Resolution Specialist / Complaint Management (IDR/EDR)
  • Specialist at pricing and selling all distressed debt portfolios
  • Credit Management – active accounts
  • Effective at building relationships with key stakeholders both internal and external
  • Well versed in P&L management, reporting and delivery
  • Can create a customer centric culture
  • Exceptional emotional intelligence (EQ) and pragmatic, inclusive, ‘people first’ approach
  • Whilst performance-focused, am governance-oriented with key focus on legislation
  • Committed to long-term business growth and sustainability
  • Excellent leadership, coaching, and people management skills (up to three hundred staff)
  • Strategic/entrepreneurial thinker with the ability to execute at pace, efficiently and professionally

Websites

Timeline

Head of Collections

MyBond Pty Ltd (Fintech)
11.2023 - Current

Consultant Director

MEG Investments Pty Ltd
10.2022 - 11.2023

Head of Collections

Credit Collection Services Group Pty Ltd
10.2020 - 07.2022

Manager – Credit Control

Qudos Bank
08.2019 - 02.2020

General Manager

Debt Sale Brokers Australia
11.2018 - 08.2019

Chief Executive Officer

Central Finance Management Group
07.2016 - 10.2018

Management Consultant

Central Finance Management Group
02.2016 - 06.2016

General Manager

Wise McGrath
09.2013 - 05.2014

Head of Contingent Collections & Business Development Australia, New Zealand & Philippines

Collection House Limited
07.2010 - 06.2013

National Manager – Banking & Finance

Collection House
04.2007 - 06.2010

Manager – Debt Recovery

Citibank
05.2005 - 03.2007

Portfolio Manager

Collection House
02.2002 - 04.2005

Assistant Portfolio Manager

Collection House
02.2000 - 02.2002

Collection Officer

Collection House
02.1998 - 02.2000

Collection Officer

ACM

Certificate IV in Credit Management (CIVMGT) -

Kaplan Professional

Executive General Manager Program -

Australian Graduate School of Management (UNSW)

Certificate III Financial Services -

Collective Learning & Development

School Certificate -

Morley Senior High School

Similar Profiles

CREATE PROFILE
Melissa (Jones) Giarratano