Robert Box's Email Addresses & Phone Numbers

Director of Marketing, Advertising, Brand and Digital Channel Mgmt @ Vanquis Bank From June 2017 to February 2018 (9 months) London, United KingdomSVP Operations @ SoFi SFO, SLC, DE, NCSite/Area Director Collections @ Citicorp Credit Services Managed a Collections Call Center From November 1988 to 1994 (6 years) Dallas/Fort Worth AreaIndependent Consultant / Senior Industry Advisor @...

Director of Marketing, Advertising, Brand and Digital Channel Mgmt @ Vanquis Bank From June 2017 to February 2018 (9 months) London, United KingdomSVP Operations @ SoFi SFO, SLC, DE, NCSite/Area Director Collections @ Citicorp Credit Services Managed a Collections Call Center From November 1988 to 1994 (6 years) Dallas/Fort Worth AreaIndependent Consultant / Senior Industry Advisor @ Bridgeforce LLC • Retained as senior industry advisor for multiple engagements with “top 5” US banks and a “top 2” Irish bank, primarily focused on bringing credit card or mortgage operations into compliance with OCC, Consent Order, and/or CFPB requirements.  Designed integrated compliance control framework spanning all consumer card and commercial payment service businesses.  Architected and led a “short term control” triage process within mortgage operations to quickly identify, assess, prioritize and close high risk process gaps, including “fast” automation of solutions.  Developed a new, “hybrid” methodology working with IT to deliver complex automated solutions faster to meet critical business needs while buying IT time to develop permanent solutions on their timetable.  Designed, implemented and led automation of a Universal Channel Placement scrub process for credit card unit to front-end all recovery channels including debt sales to ensure compliance with all federal, state and CFPB regulations. Process passed rigorous OCC exam, enabling client to have the option to continue with debt sales while two other “top 5” banks failed. Ran BAU process for client for six months.  Led effort to prepare a card issuer's recovery unit for a CFPB exam, including coverage across third party agency placements, legal channels and debt sales.  Led multiple “future state” process design and implementation efforts for a complex, E2E horizontal process (primarily Forbearance and Foreclosure) for mortgage client in Ireland, to be compliant with Central Bank regulations.• Developed new product to strengthen clients’ compliance/risk/change management oversight, facilitate faster knowledge transfer, and drive continuous improvement. • Keynoted collections industry and technology conferences.• Developed business plan to launch a new business with a full suite of products and services spanning performance-driving, process improvement and control applications for operations. From October 2011 to May 2017 (5 years 8 months) Charlotte, North Carolina AreaChief Operating Officer @ Alliance Data - Retail • "Change agent" hired to overhaul, re-engineer/transform existing functions, platforms and processes to increase yield, improve margins, strengthen controls and build a foundation to support significant growth, while getting an MOU lifted• Led 70-80% of business with $260 M operating budget and up to 3000 FTE across nine cities/locations, supporting $5 B+ portfolio consisting primarily of private label & co-brand credit cards,(90+ retail clients)• Responsible for all operations (call center sales & service, collections, recoveries, fraud, remittance processing, billing, statement rendering & credit operations), IT, Enterprise PMO, Business Intelligence, Six Sigma re-engineering • Substantially strengthened regulatory compliance of systems and operations; also responsible for managing changes required by the CARD Act of 2009 and Dodd/Frank regulations• Introduced/implemented the concept of "customer usability," and dedicated call data-mining to proactively improve customer experience across the entire business• Launched enterprise-wide performance management process to ensure cross-business alignment• Re-engineered IT department, while introducing a multitude of new capabilities; also initiated/led re-engineering efforts within Finance, Operations, systems prioritization process, Collections, call center and IT incentive plans/scorecards, and New Business Review Process• Developed first strategic plan for operations and IT, including a 3-5 year tech investment plan• Introduced/implemented a Business Intelligence strategy, which included an enterprise data warehouse with exponentially faster delivery of information, speech analytics data-mining, and greater transparency of key performance metrics• Created a Tech Innovation Group dedicated to developing new capabilities and competitive advantages for the business• Director on Board of credit card issuing bank (WFNB)• Co-chaired business-wide employee engagement committee; co-authored leadership model From 2006 to September 2011 (5 years) Columbus, Ohio AreaSVP, Group Executive @ Bank of America • Led non-traditional LOB providing collections/recoveries/fraud mgmt for $187B portfolio of all consumer lending products (card, auto, mortgages, HELOCs & otherl loans), plus ATM & Debit Cards, with $500M budget and 5000 FTE in 9 cities• Delivered 5 consecutive years of double digit productivity gains in expenses, while simultaneously reducing losses • Designed improved performance mgmt process, presented to CEO and Management Operating Committee. New process credited with driving double digit yield gains upon implementation throughout Bank, including delivery of a $250 M lift in banking center sales in first year; regularly consulted on how/where to apply• Achieved/sustained employee satisfaction scores (89%), highest in Bank• Implemented both web-based & relationship-based collections (1st in US)• Executed Disney approach to customer service within collections/fraud call centers; measured/acted on "customer delight" scores within LOB • Featured in April ’05 cover story of Collections & Credit Risk magazine, as tribute to successful transformation of collections function into strategic, high-performing, industry-leading business. Article cited group as positively influencing other parts of the Bank through origination of numerous process innovations which were subsequently leveraged across the bank • Appointed inaugural chairman of Service and Fulfillment Leadership Council, providing leadership to team representing all operational functions across the Global Tech. & Service org., representing 37K associates. Drove implementation of business routines/delivery of $271 M in productivity gains across area• Appointed to Bank’s Management Operating Committee, representing top 120 leaders• Appointed to Board of Directors for BANA, U.S.A, Corp. Diversity Council, and Corp. Workplace Comm.- Risk Operations Exec. (Credit Card '99-'00)- Credit Risk Management Exec. (NationsBank '97 - '98)- Consumer Collections Strategy Group Exec. (NationsBank '96 - '98) From 1996 to 2006 (10 years) Charlotte, North Carolina AreaRisk Operations Executive, VP @ Capital One Financial Corporation • Hired as one of ten senior executives to spin off Capital One from Signet Bank, reporting directly to President and Chief Operating Officer. • Managed 1300 FTE, with a $57M operating budget to service a $12B portfolio. • Radically redesigned the regional bank’s collection and recovery operations into one worthy of a “top ten” credit card issuer. Within 15 months, outperformed external agencies by a 35-40% margin, even with predominantly new employee base.• Drove “profit center” culture within collections, slashing unit costs by 30%+ while collections effectiveness increased 54-101%.• Successfully led operation through monumental challenges created by new products and rapid growth, as portfolio quadrupled, while staffing tripled within 18 months.• Presented regularly to investment bankers and major investors. From 1994 to 1996 (2 years) Richmond, VirginiaMarketing VP, Business Planning and Analysis Dept. Head @ Citicorp Credit Services From 1986 to October 1988 (2 years) Greater New York City AreaCredit Policy Manager @ Citicorp Credit Services From 1984 to 1986 (2 years) Greater New York City Area