Joseph Hammond
Chesterfield,NJ
Summary
Multi-talented business leader bringing 23 years of experience as successful Operations Professional. Strategic problem solver and change manager. Visionary executive implements plans that meet current and future needs. Key expertise in Credit and Collections industry.
Overview
25
25
years of professional experience
Work History
Vice President, Global Business Integration Team, US Credit and Collections
American Express
New York, NY
11.2021 - Current
- Developed and executed strategic plans to support the vision of the US Credit and Collections organization.
- Collaborated with executive team members on major decisions regarding business unit initiatives
- Designed and deployed vendor oversight, governance, and support structures for 55 global suppliers
- Business unit liaison for all regulatory audit and internal lines of defense for operational risk
- Generated portfolio insights and analytics for executive scorecards
- Listening post for card member escalations, complaints and overall engagement quality
- Lead a diverse, high performing, global team in a highly matrixed and fast paced environment (100+ colleagues)
- Cultivated a culture of collaboration among department heads to facilitate cross-functional project execution.
Director, Global Network Process Team, Global Collections
American Express
New York, NY
07.2013 - 11.2021
- This role focuses on enabling the Global Collections partner network to maximize recoveries and minimize operational risk
- Edward P. Gilligan Award for Innovation winner for driving the digitalization of late stage recoveries
- Operational lead on large scale infrastructure transformation across 7 markets
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency
- Coach and develop by fostering a culture of empowerment, engagement, and execution
- Established relationships with suppliers to orchestrate volumes, pricing, and contract terms
- Managed the development and implementation of a change management structure for late stage collections
Manager / Sr. Manager, Global Collections
American Express
New York, NY
02.2010 - 07.2013
- Global lead over largest Accounts Recievable partner for American Express
- 3 time Global Credit Administration Excellence Award winner for driving record recoveries and roll rates
- Designed a partner oversight model and coordinated implementation across peers in 7 countries
- Lead key projects in response to regulatory changes and audits
- Identified potential areas of improvement in collections process and implemented changes accordingly.
Team Leader, Credit and Collections
American Express
Fort Lauderdale, FL
10.2008 - 02.2010
- Lead 3 teams from last place to first place during the great recession
- Implemented and enabled a collections call model across the early stage collections team
- Coach and develop team members to improve performance and achieve personal career success
- Ensure collector behavior is compliant and fosters customer care
- Drive collector motivation through innovative team and segment wide initiatives.
Team Leader
J.P. Morgan Chase
Miramar, FL
04.2008 - 10.2008
- Manage a team of 10 collectors to drive liquidation of delinquent sub-prime auto loans
- Manage relationships between J.P
- Morgan Chase and Repossession Vendors
- Review and enforce dealer buy backs on liquidated auto loans and origination errors.
Skip Department Manager – Mid-Atlantic Region
Chrysler Financial
Horsham, PA
11.2006 - 04.2008
- Manage 19 certified fraud analysts across the Mid-Atlantic region
- Drive performance by setting goals to minimize repossession, skip and fraud losses
- Partnered with underwriting on identified confirmed fraud to remediate losses with dealer partners
- Oversee the location, liquidation and recovery of $150M delinquent auto portfolio on a monthly basis
- Govern and audit relationships between repossession vendors and Chrysler Financial
- Perform duties as ISO 9001 Lead Process Auditor and Audit Coordinator.
Skip Department Team Leader
Chrysler Financial
Horsham, PA
06.2005 - 11.2006
- Manage team of 8 skip tracers to ensure the location and collection of delinquent assets
- Coach and develop team on individual behavioral opportunities and career development
- Perform ISO 9001 process audit on a monthly frequency to enhance process effectiveness and efficiency
- Perform secondary account review to ensure location efforts were exhaustive prior to skip write off
- Perform Vendor Audit of insurance, surety, and licensing for skip trace and repossession vendors.
Collector, Skip Tracer, and Resolution Center Representative
Chrysler Financial
Horsham, PA
06.2001 - 06.2005
- Collector: Ensure the timely collection of delinquent auto loans for the Mid-West Region
- Enable the timely repossession of delinquent auto loans
- Skip Tracer: Locate, negotiate, and liquidate delinquent loans where collateral has become unattainable
- Partner with zone collection agents to provide feedback on opportunities
- Resolution Representative: Act as escalation representative to rectify loan customer servicing needs
- Perform 2nd voice take over duties to ensure collections effectiveness.
Education
Masters of Science, Leadership -
Nova Southeastern University
09.2012
Bachelors of Science, Business Administration -
Gwynedd-Mercy College
05.2005
Associates of Science, Computer Science -
Manor College
05.1998
Skills
- Process Improvement
- Operations Management
- Performance Data Analysis
- Decision-Making
- Complex Problem-Solving
- Team Leadership
- Policy and Procedure Development
- Cross-Functional Team Leadership
- Negotiation and Persuasion
- Relationship Building
Timeline
Vice President, Global Business Integration Team, US Credit and Collections
American Express
11.2021 - Current
Director, Global Network Process Team, Global Collections
American Express
07.2013 - 11.2021
Manager / Sr. Manager, Global Collections
American Express
02.2010 - 07.2013
Team Leader, Credit and Collections
American Express
10.2008 - 02.2010
Team Leader
J.P. Morgan Chase
04.2008 - 10.2008
Skip Department Manager – Mid-Atlantic Region
Chrysler Financial
11.2006 - 04.2008
Skip Department Team Leader
Chrysler Financial
06.2005 - 11.2006
Collector, Skip Tracer, and Resolution Center Representative
Chrysler Financial
06.2001 - 06.2005
Masters of Science, Leadership -
Nova Southeastern University
Bachelors of Science, Business Administration -
Gwynedd-Mercy College
Associates of Science, Computer Science -
Manor College