Alyona

Alyona Kolupaieva
Head of Collections | Collection Operations & Strategy Leader |
Banking | FinTech
Results-driven Collections and Operations Leader with 10+ years of experience across banking,
fintech and international customer operations. Proven track record in debt recovery, collection
strategy, portfolio performance management, process automation, team leadership and operational
excellence. Experienced in building collection frameworks, implementing recovery strategies,
managing outsourced agencies, developing restructuring programmes, improving payment
arrangements and creating KPI-driven performance cultures. Strong analytical background with
hands-on experience working alongside Risk, Product, Analytics, Operations and Engineering
teams.

Core Expertise
Collection Strategy • Debt Recovery • Portfolio Segmentation • Cure Rate • Roll Rate • PTP & PTP
Kept • NPL Management • Collection Analytics • DCA Management • Debt Sale Reviews •
Restructuring Programmes • Payment Arrangements • DMP Processes • CPA / VRP Payments •
CRM Optimisation • Workflow Automation • KPI Design • Tableau Reporting • Team Leadership •
Stakeholder Management

Professional Experience
Head of Debt Collection Department | The Credit Thing (UK
FinTech) | 2020–Present
Led end-to-end debt collection operations within a UK regulated lending environment. Managed
recovery performance, collection strategy, customer hardship solutions, operational reporting and
process transformation initiatives.
• Managed collection teams of up to 35 employees across collection and customer operations
functions.
• Developed collection strategies across early, mid and late-stage delinquency segments.
• Implemented communication frameworks across calls, SMS, email, payment links and messenger
channels.
• Designed KPI and reporting structures covering Cure Rate, Collection Rate, PTP, PTP Kept, DCA
performance and portfolio migration.
• Built operational dashboards and reporting in collaboration with Analytics and BI teams.
• Managed relationships and performance monitoring for outsourced Debt Collection Agencies
(DCA).
• Participated in debt sale evaluations and portfolio recovery strategy reviews.
• Designed and automated Debt Management Plan (DMP) and Payment Arrangement processes.
• Built restructuring programmes including eligibility criteria, payment schedules, settlement logic
and workflow controls.
• Implemented and enhanced CPA/VRP recurring payment solutions to improve repayment
performance.
• Introduced payment capabilities during collection interactions to improve conversion from contact
to payment.
• Defined business requirements for CRM enhancements, collection tooling and workflow
automation.
• Developed customer-level tracking for payment behaviour, hardship status, arrangements and
collection outcomes.
• Participated in fraud-related recovery processes including impersonation fraud and CIFAS-related
procedures.
• Worked cross-functionally with Risk, Product, Finance, Operations, Customer Support and
Engineering teams.

Branch Manager | Oschadbank | 2019–2020
Managed branch operations, financial performance, SME/FOP development and payroll
partnerships. Led branch employees, sales activities, portfolio growth and regulatory compliance.
Key Achievements:
• Developed SME/FOP client portfolio and payroll projects.
• Managed lending, deposits, insurance and transactional banking products.
• Led team performance through KPI management and coaching.
• Controlled branch profitability, operational performance and compliance.

Customer Service Manager | The Fullerton Hotel Singapore |
2015–2019
Led front office and guest relations operations in a luxury hospitality environment. Managed service
delivery, customer experience initiatives, complaint resolution and team development.

Customer Support Supervisor | PrivatBank | 2011–2015
Progressed from frontline customer support into leadership role supervising teams, performance
management, training, onboarding and operational reporting.

Technical Skills
Tableau • PostgreSQL • Advanced Excel • Google Data Studio • Jira • Confluence • Corezoid •
Graylog • AWS (Operational)

Languages
English (Fluent) • Ukrainian (Native) • Russian (Native) • Polish (Basic) • Thai (Basic)