Leaders Roundtable: Operational Resilience & Enterprise Risk: Transforming Collections into a Strategic Capability

Collections are no longer just about recovering overdue payments. In today’s environment, they have become a test of resilience, compliance, and customer trust.

Rising default rates, tighter regulatory oversight, and shifting customer expectations are creating unprecedented pressure on collections teams. At the same time, economic uncertainty is forcing financial institutions to deliver more with less – better recovery performance, seamless customer experiences, and rigorous compliance, all while controlling costs.

Traditional collections strategies are struggling to keep pace. Manual processes and siloed operations leave institutions vulnerable to compliance risk, inefficiency, and customer dissatisfaction.

To succeed, collections must evolve into a strategic capability that combines specialised expertise with data-driven insights and technology to reduce risk, improve efficiency, and protect customer relationships.

Join me and a select group of senior leaders at this invitation-only executive roundtable to explore how leading BFSI organisations are transforming collections to meet today’s challenges.

This closed-door session will focus on three critical imperatives:

Performance under pressure. Boosting recovery rates while containing operational costs.
Compliance with confidence. Staying ahead of regulatory demands while safeguarding trust and reputation.
Agility for the future. Building adaptive, technology-enabled collections teams that can scale and evolve.

By attending, you’ll gain practical, peer-driven insights to help your organisation navigate uncertainty and turn collections into a source of resilience and competitive strength.

Teleperformance is a global digital business services company that provides customer experience management and back-office solutions to other businesses. They partner with clients to deliver services like customer care, technical support, and finance and accounting by combining human empathy with technology like AI. Their services help companies streamline operations, enhance customer loyalty, and manage various business processes.

Achim Granzen

Principal Advisor, Ecosystm

Mamta Rodrigues

Chief Client Officer, Banking Financial Services Insurance, TP

Anurag Malhotra

Vice President, APAC Banking & Financial Services Solutions, TP

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Please see below some images and key takeaways.

Key takeaways from the discussion:

Collections as part of the customer journey. Collections should be seen as a natural extension of the customer lifecycle, encompassing both growth and recovery phases. Retaining and re-engaging customers after default often creates more value than acquiring new ones.
A cultural reset. The traditional view of collections as a reactive, isolated function must evolve. Leading institutions are reframing it as a strategic, revenue-generating capability aligned with marketing, sales, and customer experience.
Operational alignment. Stronger links between risk, operations, and business units enable shared accountability, clearer performance metrics, and improved collaboration with external partners and BPOs.
Data and intelligence at the core. Access to Customer 360 insights, AI, and predictive analytics is essential to personalise engagement, forecast recovery potential, and automate decision-making, supported by external credit and behavioural data.
Governance and resilience as guardrails. Robust compliance, risk management, and ethical standards must underpin every stage of the collections process, ensuring sustainable growth and customer trust.