Amit Chadha

PROFESSIONAL EXPERIENCE

Capital One Canada-Loss Mitigation, Toronto, Ontario August 2007-May 2023

Senior Operations Manager/Relationship Manager                               January 2019–May 2023

Operations Manager                                                                                  January 2016–January 2019

Responsible for establishing a productive interaction model between Capital One and 6 external collections/recoveries business partners. Ensuring the external partners met not only the financial goals but also were compliant with Capital One’s policies with ultimate goal to provide the best customer experience.

• Managed fast paced operations relations for 6 outsourced collections and recoveries suppliers to deliver on Customer Experience and Financial goals.
• Worked with cross-functional teams to launch continuous process improvement initiatives (i.e., PDCAs); these initiatives enabled processes to be streamlined and 100% of the compliance infractions to be caught in real time
• Managed approximately $55 million in operations cost for external collections agencies and legal network; worked closely with Finance to manage costs against annual budget
• Actively involved in supplier RFPs and contract negotiations
• Maintained policies and procedures documentation that encompassed all the collections and recoveries regulatory requirements 
• Reported on each vendor’s performance metrics and KPIs along with improvement action plans to Senior Leadership; targeted and trackable actions plans provided clear picture what vendors needed to accomplish within a certain timeline
• Prepared suppliers for audits and site assessments and ensure compliance with governance and security standards.
• Managed call quality and call compliance across the network to ensure positive customer experience.

Principal Coordinator                                                                             January 2014-December 2015

Coordinator and Senior Coordinator                                                  August 2007-December 2013

• Trained associates on Risk Liaisons mailbox and completed successful transition of this process.
• Managed bankruptcy, consumer proposal, credit counseling and estates files
• Managed the Compliance Management Program (CMP) for the team
• Responsible for accounts payable for 6 external vendors
• Updated execution of the compliance program process from monthly to weekly to ensure all infractions were being captured early and avoided further negative customer experience
• Assisted the Canada complaints team with testing a new system used to manage FCAC complaints.
• Managed bi-weekly recoveries compensation to the external partners; 100% of the payments to external partners were made on time
• Managed FCAC self-reportable complaints for Loss Mitigation; ensured all customer complaints were resolved within the 60-day regulatory guideline

Bachelor of Science in Commerce

Concentration in Management

University of Louisville